Job Summary

Are you passionate about solving IT problems and driving technological innovation? A market research and insights company is looking for an independent problem solver and strategic thinker to join our team as Manager, IT Operations. In this role, you will lead a small IT team supporting approximately 200 employees across Canada and the US.

You will be responsible for all things IT — from troubleshooting user issues and building processes, to modernizing our tech stack for the AI era. As we embrace new technologies, you will play a pivotal role in integrating AI tools, managing SaaS platforms, and ensuring our endpoints are secure and efficient, all while maintaining compliance with SOC 2, ISO, and HIPAA standards in close collaboration with our Director of Security.

Responsibilities

- Team Leadership & Support: Lead a small IT team to provide day-to-day support to local and remote users across Canada and the US. Troubleshoot hardware and software issues efficiently, and mentor team members to build a high-performing, service-oriented function.
- AI & Automation Integration: Champion the adoption of AI tools — including Microsoft Copilot and AI-driven automation platforms — to streamline IT operations, enhance employee productivity, and automate routine service desk tasks. Evaluate and recommend emerging AI technologies that can create measurable operational improvements.
- Tech Stack Optimization: Continuously evaluate and rationalize the organization's technology stack — including SaaS applications, software licenses, and infrastructure tools — to ensure cost-effectiveness, operational fit, and alignment with business needs. Identify opportunities to consolidate, upgrade, or retire tools, and manage vendor relationships to ensure performance meets contractual obligations and service levels.
- Employee IT Lifecycle & Onboarding:



Own the full employee IT lifecycle, including structured onboarding and offboarding workflows, device provisioning, and access management. Ensure recent hires are set up for success from day one with the right tools, access, and equipment, and that departing employees are offboarded securely and efficiently.
- Endpoint & Asset Management: Coordinate all equipment purchases, track assets, and conduct proactive maintenance. Leverage modern Mobile Device Management (MDM) solutions such as Microsoft Intune to secure and manage endpoints across a hybrid, distributed workforce.
- Identity & Access Management: Maintain our Azure Active Directory (Entra ID) instance and ancillary software, ensuring secure and seamless access to corporate resources. Manage user provisioning, de-provisioning, and role-based access controls.
- SaaS & License Management: Oversee the full lifecycle of software licenses and SaaS contracts. Optimize software investments, reduce SaaS sprawl, and mitigate financial and security risks associated with unmanaged applications.
- Process Improvement & Governance: Recommend and implement improvements to business operations. Establish new processes based on business needs, ensuring alignment with AI governance principles and data security best practices across the organization.
- Compliance & Security Collaboration: Work closely with our Director of Security to ensure all IT operations and environments comply with SOC 2, ISO,



and HIPAA standards. Ensure systems are appropriately patched, monitored, and hardened.
- Documentation: Ensure comprehensive coverage of documentation — including build documents, procedures, run sheets, and inventories — to comply with prescribed standards and facilitate knowledge sharing across the team.

Requirements

- Experience: 10+ years of experience in IT operations, service desk management, or a similar role, with a proven track record of leading small teams.
- Education: Degree or diploma in computer science, information technology, or a related field (e.g., Business Information Technology Management, Bachelor of Computer Science), or equivalent practical experience.
- Technical Proficiency: Strong proficiency in macOS environments and deep familiarity with Microsoft technologies, including Microsoft 365, Azure AD/Entra ID, and Intune.
- AI & Modern Tools: Demonstrated interest or hands-on experience deploying and managing AI productivity tools (such as Microsoft Copilot) and leveraging automation in IT workflows.
- Cloud & SaaS: Comfortable provisioning cloud web applications and managing complex, multi-vendor SaaS environments, with an eye toward optimization and spend management.
- Security & Compliance: Experience working in regulated environments (SOC 2, ISO, HIPAA) and a strong understanding of identity and access management principles.
- Communication & Collaboration: A passionate IT generalist who enjoys working with people across all levels of the organization, solving complex problems, and using a ticketing system to track and resolve issues effectively.

Please note given our security and compliance certifications, final applicants will be required to undergo a background check. No recruiters and no phone calls, please!

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