Manager, IT Support

Title of the Job: Manager, IT Support

Location: Toronto, ON – Ottawa, ON

Job Description: Who we areWe are an organization comprised of industry thought leaders who are passionate about health data and want to make a difference in the health care field. We are an independent, not-for-profit organization and together with our partners we provide essential information on Canada’s health systems, enabling decisions that lead to healthier Canadians. As a valued member of the CIHI team, you and your work will have a pivotal role in the evolution of Canada’s health care systems.CIHI is recognized as an exceptional place to work that embraces diversity, respect, integrity, collaboration and innovation. Learn about our and the work being done to create a more inclusive and welcoming organization by focusing on how we learn, govern and practise.At CIHI, we recognize what matters to our employees. Some of the benefits of working at CIHI include

• HOOPP Pension Plan (Defined Benefits Pension)
• Retirement Planning Program
• Generous vacation days for permanent and long-term contracts
• Work-life balance
• Career Planning Program
• Learning and Professional Development Program
• Flexible benefits program from your first day on the job for permanent and long-term contracts

Why is this role important?The Manager of IT Support is an experienced leader responsible for overseeing daily operations for the End-User Services, Help Desk Support and ITSM teams. The manager ensures the smooth functioning of IT support services while maintaining high levels of performance and customer satisfaction. Key responsibilities include, managing service delivery, optimizing processes, and collaborating across departments to meet both technical and business needs. Additionally, the manager works closely with the IT Security team on compliance, and auditing, and ensures ITIL standards and policies are followed. They provided a methodical approach to policy adherence, combined with the ability to leverage experience in navigating complex scenarios, is essential for this position.What you’ll do1. Provides leadership, team management, and operations oversight: Oversee the daily operations of the End-User Support Team, Help Desk Team and ITSM Team. Manage the teams’ time and resources for project requests. Lead and mentor staff to ensure high engagement, productivity, and professional development.2. Oversee incident and problem management: Ensure timely and effective resolution of IT support requests and incidents so that they meet established SLA. Assume the lead role in the response to major incidents affecting the organization, ensuring prompt resolution, root cause analysis, and implementation of preventive measures.3. Manage the ITIL process: Lead and evolve the IT Service Management (ITSM) group. Ensure that ITIL standards, including incident, problem, asset, and knowledge management, are followed consistently across all IT support operations. This includes sitting on the Change Advisory Board (CAB) as a core member.4. Contribute to budget and resource management: Work with the director to plan and manage IT support budgets and resources, ensuring operational goals are met. Additionally, manage vendor relationships and oversee IT procurement approvals to ensure cost-effective service delivery.5. Lead continuous service improvement: Continuously optimize IT support processes, leveraging performance data and user feedback to improve service delivery and enhance customer satisfaction. Keep a close watch on ticketing metrics and other KPI.6. Collaborate with IT security and compliance: Work closely with the IT Security team on compliance, auditing, and risk management activities. Participate in compliance reviews, audits, and certifications (such as ISO 27001) to ensure IT support services meet regulatory standards.7. Lead policy development and maintenance: Devise, update, and maintain IT policies and procedures, ensuring alignment with organizational goals and industry best practices.8. Collaborates with internal and external stakeholders: Collaborate with other departments and stakeholders, ensuring that IT services are aligned with broader organizational objectives and that communication is clear and effective. Represent the IT Support department’s interests in such environments.What you’ll bring to the table

• An undergraduate degree in Information Technology, Computer Science, or a related field. A combination of relevant experience and certifications may be considered.
• Minimum 10 years experience in IT, preferably in technical support and/or operational roles with a focus on leadership, and delivering consistent, reliable support to the business.
• Minimum 5 years experience in an IT people leadership managing direct and indirect reports.
• Ability to manage a team across multiple locations, and to work cross-functionally and collaborate effectively with internal and external stakeholders.
• ITIL Foundations certification is required, with extensive knowledge and hands-on experience with ITIL processes, including incident, problem, asset, and knowledge management. Advanced certification in ITIL is an asset.
• Strong technical background with a deep understanding of end-user support, help desk operations, and IT infrastructure.
• Familiarity with enterprise level ticketing systems. (e.g. ServiceNow)
• Experience working in environments with strict compliance requirements.
• Demonstrated experience in managing IT budgets and resources and oversee IT procurement processes.
• Demonstrated experience managing and/or leading IT projects applying project management concepts is preferred.
• Familiarity with audit processes, security frameworks, and certifications such as ISO 27001.

ISO/IEC 27001 Lead Auditor, Certified Information Systems Security Professional (CISSP), or Certified Information Security Manager (CISM) certifications are considered an asset.

• Strong verbal and written communication skills, with the ability to explain technical issues in plain language to non-technical stakeholders.
• Demonstrated ability to use experience and judgment to navigate complex situations and make informed decisions quickly.
• Ability to meet light travel requirements (primarily between Ottawa/Toronto).
• Fluency in English is required, bilingualism in both official languages is an asset

To find out more about this role and other exciting opportunities visit our website at www.cihi.ca and check out our ‘Careers’ section.We thank all those who apply, however, only candidates selected for an interview will be contacted.At CIHI we are committed to fostering an inclusive, barrier-free and accessible environment. Part of this commitment includes arranging accommodations to ensure an equitable opportunity to participate in the recruitment and selection process. If you require an accommodation, we will work with you to meet your needs.Please note the CIHI Recruiting Team uses email to communicate with applicants. Please make sure your profile has an updated email address that is checked regularly, including the junk/spam mail folder, as we send time sensitive emails (i.e. testing and interview bookings).

Company Name: Canadian Institute for Health Information

Salary:

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