Manager, IT Support Services
- Express Scripts Canada page is loaded## Manager, IT Support Services
- Express Scripts Canadaremote type:
Hybridlocations:
Mississauga, ONtime type:
Full timeposted on:
Posted Todayjob requisition id:
Job Title: Manager, IT Support Services

Location:
Mississauga
Employment Type:
Full-timeReason for Vacancy: ReplacementWork Arrangement: Hybrid
Department Name: Technical Writing and IT Support ServicesPay Typed: SalariedPay Range: $95,000-$110,000 AnnuallyPlease note that this is a general posting range and offer range will be varied based on relevant experience, qualifications, skills required and location for this role.
Express Scripts Canada (ESC) is the leader in health benefits management. Serving over 12 million members, we help insurance carriers, third party administrators, and the public sector optimize the value of health benefits by linking the talent and professional expertise of our people with leading edgeinformation management systems and technology. Express Scripts Canada is a wholly owned subsidiary of Express Scripts, one of the largest pharmacy benefit management (PBM) companies in North America, part of The Cigna Group (NYSE: CI), a global health company. Together, we deliver innovative,cost-effective solutions that improve access, affordability, and health outcomes for Canadians.Job SummaryExpress Scripts Canada is seeking a dynamic and people‐first Manager, IT Support Services to lead a centralized team delivering high‐quality Tier 1 and Tier 2 technical support across our Canadian organization. This role is responsible for shaping the end‐user support experience—spanning desktop, application, and service desk services—while driving operational excellence, service reliability, and continuous improvement.



Reporting to the Senior Manager, you will lead IT support operations and incident management, ensuring alignment with ITSM/ITIL best practices, security standards, and business priorities. You’ll partner closely with internal stakeholders and U.
S. counterparts to deliver consistent, contemporary end‐user technologies and an exceptional customer experience. This is a hands‐on leadership role for someone who thrives in fast‐paced environments, values accountability and collaboration, and is passionate about building strong teams and reliable services that enable the business to succeed.

Key Responsibilities
* Lead the delivery of Tier 1 and Tier 2 IT support services across all Canadian locations, including onboarding/offboarding, user administration, hardware/software provisioning, asset management, and mobile phone services.
* Oversee daily IT support operations, including team scheduling, workflow allocation, and ensuring consistent coverage during business and after‐hours support windows.
* Lead, coach, and develop IT Support team members through performance management, goal setting, skills development, and career progression.
* Ensure effective execution of incident, service request, problem, and escalation management processes, meeting defined SLAs, KPIs, and customer service expectations.
* Champion Major Incident Management, including rapid response, stakeholder communications, root cause analysis,



and post‐incident improvements.
* Produce, monitor, and analyze service metrics and trends to drive continuous improvement, automation, operational efficiency, and cost optimization.
* Oversee end‐user computing services, including desktop and laptop support, peripheral and mobile devices, virtual desktop/remote access, and device lifecycle management.
* Partner with Security teams to ensure devices are patched, compliant, and aligned with enterprise security standards and risk management practices.
* Manage vendor and third‐party service provider relationships, ensuring service quality, contract compliance, and value delivery.
* Support service transformation initiatives, technology upgrades, documentation improvements, financial processes (POs and invoicing), and special projects aligned with organizational priorities.What We’re Looking For* Bachelor’s degree in Computer Science, IT, or equivalent professional experience
* 5+ years of management experience in an IT Support or Service Desk environment
* ITIL v4 Foundation certification (or higher) with 3+ years of major incident management experience
* Strong knowledge of enterprise IT systems, including Microsoft 365, Windows OS, Active Directory/Azure, end‐user computing, and virtual desktop technologies
* Customer‐focused leader with strong communication skills across technical teams, stakeholders, and leadership
* Proven ability to lead teams, make decisions, and prioritize effectively in fast‐paced, high‐pressure environments
* (French is an asset)Why Join Us* Competitive compensation, benefits and pension plan
* Career development and advancement opportunities
* A culture that celebrates inn

📌 Manager, It Support Services (Toronto)
🏢 Express Scripts Canada
📍 Toronto