About UsPathway Communications has a 30-year track record of providing high-quality Information Technology solutions, including technical contact centre services at tiers I,II andIII to corporate, government and non-profit clients in Canada and the United States. Founded in 1995, we have grown from a pioneering ISP to a provider of end-to-end corporate IT solutions such as inbound technical support, infrastructure management, cybersecurity and application development and maintenance.We hold critical certifications such as SOC, ISO27000, PCIDSS and Uptime Institute TierIII for our data centre, underscoring our commitment to excellence.Role OverviewThe Manager, IT owns the full lifecycle of service delivery, client success and business growth for an assigned client portfolio. The role leads 24/7 operations, manages a multi-location team, drives continuous improvement and serves as a trusted advisor who actively grows the business, combining operational, people-leadership and commercial responsibilities.Key ResponsibilitiesOwn 24/7 contact centre and service desk operations across all delivery regions, ensuring SLA compliance, contract adherence and a world-class client experience.Lead end-to-end client onboarding and project delivery from contract execution through go-live and into steady-state managed operations.Manage Windows Server environments, administer Microsoft365 (Exchange, Teams, SharePoint, Intune, EntraID), leverage Kaseya for monitoring and automation, and ensure endpoint security, patching and backup compliance.Manage, mentor and develop service desk teams, setting objectives, running 1:1s and building a high-performance culture.Define and track all delivery KPIs (FCR, MTTR, SLA%, CSAT, uptime), producing accurate weekly and monthly reports for client and CEO-level review.Ensure disciplined use of ACD, ITSM ticketing and knowledge systems,



champion self-service and automation to reduce ticket volume and improve efficiency.Serve as the ITO delivery SME for RFPs & Solutioning, contributing scope, methodology, staffing models and cost inputs alongside Sales.Identify upsell and cross-sell opportunities within the client portfolio, growing Pathway’s wallet share through a trusted-advisor approach aligned to client business goals.QualificationsBachelor’s degree in IT, Computer Science or related field.Five or more years leading service delivery for external clients.Proven leadership of 24/7 contact centre or service desk.Deep knowledge of ITIL, SLAs and SOWs.Experience in client onboarding, project delivery and team management.Hands-on experience with ITSM platforms.English fluency (French an asset).Mandatory Microsoft certifications (e.G., MS-100, AZ-104, etc.).ITIL certification.Experience with Azure cloud services and virtualization (VMware/Hyper-V).Desired SkillsCompTIA Security+ / CISSP.AWS / Azure Fundamentals (CLF-C02 / AZ-900).Lean / Six Sigma (Green Belt or higher).CCXP Certified Customer Experience Professional.What We OfferCompensation & Advantages: $90,000 – $95,000CAD.Health, dental & vision benefits.Paid vacation and sick days.Senior role in a rapidly growing Canadian MSP IT.Multi-client portfolio with C-suite exposure.Growth and learning opportunities.Onsite location, Markham, Ontario.Full-time employment.How to ApplySubmit your resume with the subject Manager-IT and include a brief note on your relevant experience.Equal Opportunity EmployerPathway Group of Companies is an equal-opportunity employer and is committed to providing equal treatment with respect to employment, without discrimination based on race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color or ethnic origin, as required by the Ontario Human Rights Code.#J-18808-Ljbffr

📌 Manager It (Markham) - C$90,000 - C$95,000 A Year (Winnipeg)
🏢 Pathway Communications
📍 Winnipeg