Celebrating 55 years of growth, Sym-Tech is a leading finance and insurance provider to the retail automotive industry. At-Sym-Tech we are looking for Associates who share our passion for innovation, creativity, and results! We are passionate about delivering excellent client service, an outstanding Associate experience with opportunities to learn and grow professionally. Sym-Tech is growing quickly and that means endless ways to make a real difference! We are currently recruiting for an IT Vendor & Support Coordinator to join our headquarters located in Thornhill, ON.
A career with us offers:
- A fun, fast paced culture
- Opportunities to grow and develop your career
- On-going industry training programs and professional development opportunities
- A workplace that supports workplace diversity, equity, and inclusion
- A strong promoter of women in the automotive industry
- The chance to work with some of the best in the business!
Position Summary
The IT Services Manager is responsible for the day-to-day leadership and coordination of Sym-Tech’s IT Support function, including oversight of al IT Support team and management of IT vendor relationships. The role is responsible for setting priorities, assigning and tracking work, monitoring service delivery, supporting network and security needs, and ensuring team deliverables are completed in a timely and effective manner.
The IT Services Manager will manage IT vendor relationships, maintain vendor documentation and spend records, and oversee the review and processing of IT-related invoices and expenditures in accordance with established budgets and approval processes. Working closely with the Vice President, IT, this role will provide regular updates on team priorities, service issues, vendor matters, expenditures, risks, and opportunities for improvement.
Key Responsibilities:
- Coordinate and maintain a clear tracker of IT Support requests, recurring tasks, priorities, owners, and deadlines.
- Facilitate regular workload review meetings with the IT Support team and follow up on outstanding items.
- Support the assignment and prioritization of work in consultation with the VP, IT and technical leads.
- Monitor ticket queues, unresolved issues, and recurring service concerns; escalate risks or delays promptly.
- Serve as the day-to-day contact for IT vendors and service providers.
- Coordinate vendor service requests, quotes, renewals, documentation, and issue resolution.
- Review IT-related invoices and supporting documentation for accuracy, appropriate coding, and alignment with contracts, purchase orders, and approved budgets.
- Coordinate the approval and processing of IT vendor expenditures, in accordance with established financial controls and delegated approval authority.
- Partner with Third-Party Risk, Legal, Compliance, and Finance to ensure alignment with policy, regulatory expectations.
- Works closely with Finance to forecast, manage spend, and optimize cost models (e.g., consumption-based, unit pricing)
- Maintain an organized record of vendor contracts, renewal dates, invoices, expenditures, service commitments, and key contacts.
- Prepare regular status updates for the VP, ITon outstanding support issues, vendor matters, upcoming renewals, spend, and risks.
- Liaise with internal stakeholders to gather support requirements and communicate status or expected next steps.
- Document and escalate concerns related to workload, service delivery, attendance, conduct, or teamwork to the VP, IT.
- Experience with ServiceNow, YouTrack, Azure DevOps and additional ticketing systems.
- Experience with Policy Admin system (PCRS), nice to have.
- Microsoft Dynamics CRM administration experience. Ability to assign appropriate roles and permissions within CRM.
Qualifications & Experience
- Bachelors Degree in Information Technology, Computer Science, Cybersecurity, Business Administration, or a related discipline; equivalent relevant experience will be considered.
- Minimum 3–5 years of experience managing or leading an IT team, including assigning work, setting priorities, monitoring deliverables, and supporting Associate performance and development.
- Hands-on background in IT infrastructure, networks, security, and end-user support environments.
- Demonstrated experience coordinating with IT vendors and service providers, including service issues, quotes, renewals, contracts, and relationship management.
- Experience supporting IT budgeting activities, including reviewing invoices, tracking expenditures, maintaining vendor records, and working within established approval processes.
- Strong understanding of IT security practices and the importance of safeguarding company systems, information, and access.
- Demonstrated ability to handle confidential and sensitive business, Associate, vendor, and financial information with discretion and sound judgment.
- Strong organizational, communication, and problem-solving skills, with the ability to manage competing priorities and follow through on commitments.
- Confident, professional leadership style with the ability to set clear expectations, maintain accountability, and work effectively with a range of stakeholders.
- Proficiency with Microsoft 365 and IT service-management, ticketing, or project-tracking tools.
- PCRS certification or experience is considered an asset.
