Manager End User Services in Toronto

A unique opportunity to lead with impact. Put your leadership, technical expertise, and strategic project management skills to work in a role where client service excellence is more than a value — it’s the foundation of the organization’s culture. Our client, a respected industry leader, is seeking an experienced Manager to oversee a high‑performing team dedicated to delivering exceptional technical support to their internal staff. This is a chance to join an organization that prides itself on inclusivity, equity, collaboration, and service excellence, and to directly influence the effectiveness of their day‑to‑day operations.

The Role

• You will lead a team that provides centralized technical support, including service desk operations as well as first‑ and second‑level support delivered both onsite and remotely.
• This position requires a hands‑on, people‑first leader who can balance operations, coaching, planning, and continuous improvement, while fostering a supportive, high‑accountability culture.

Key Responsibilities

• Serve as the primary escalation point and subject matter expert for complex technical issues, ensuring timely and effective resolutions.
• Lead, mentor, and develop team members through coaching, performance management, and ongoing feedback to support engagement, growth, and operational excellence.
• Oversee daily operations, including team scheduling, workflow allocation, and ensuring reliable technical support coverage during regular and after‑hours periods.
• Champion continuous improvement initiatives to enhance service delivery, efficiency, and alignment with organizational best practices.
• Maintain strong ticket management practices, ensuring meticulous documentation, timely resolutions, and adherence to internal SLAs.
• Manage hiring, resource planning, and performance reviews to ensure the team’s capabilities and outcomes support broader organizational goals.
• Support the planning and execution of technology improvement projects, ensuring seamless implementation and user adoption.

Qualifications

• Minimum 5 years of management experience in an IT support, service desk, or service operations environment.
• Proven leadership and interpersonal abilities, with a demonstrated commitment to exceptional client service and team collaboration in a dynamic setting.
• Strong technical proficiency in troubleshooting computer hardware, software, and the Microsoft 365 suite.
• Highly organized, detail‑oriented, and capable of effective decision‑making while managing competing priorities with professionalism and discretion.
• Post‑secondary education in Information Technology or a related discipline — or an equivalent combination of training and experience.

$115-130,000, full benefits, vacation, pension and bonus.

Options Consulting Solutions is an equal opportunity employer and welcomes applications from all individuals. Applicants selected for an in‑person interview will be asked whether specific accommodations are needed to support a personal disability.