IT Support Operations Manager

Are you seeking a career opportunity within a rapidly expanding organization? 

CanadaOne Auto is a dynamic retail organization that is privately owned and headquartered in Edmonton with top-line sales revenue in the billions primed for substantial growth in the coming years. Over the past couple of years, CanadaOne Auto has undergone remarkable expansion, nearly doubling its presence with locations spread across Canada. Our strategic vision involves further growth through targeted acquisitions nationwide.

Boasting a workforce of 3,500+ employees and with ambitious growth on the horizon, CanadaOne Auto is actively engaged in modernizing its technological frameworks. This entails a complete overhaul of their legacy systems, transitioning infrastructure to cloud-based solutions, embracing innovative cloud platforms, refining application architecture, merging redundant applications, reconstructing data, and business intelligence reporting from the ground up, and implementing robust cybersecurity protocols and top-tier support services. This transformative journey is meticulously planned across several years to revamp their operational landscape, ensuring they are aptly prepared for the significant expansion they anticipate.

We are seeking a dynamic and experienced IT Support Operations Manager to lead our Business Technology Service Desk and IT Procurement teams and enhance our white glove service delivery.

Key Responsibilities:

Leadership & Team Development

• Lead, coach, and develop an internal IT Support team delivering high‑quality, business‑aligned service across the organization
• Establish and reinforce expectations for service excellence, professional conduct, and effective stakeholder communication
• Conduct regular team huddles, one‑on‑one meetings, and structured performance management discussions
• Identify capability gaps and proactively support technical skill development and career progression
• Participate in workforce planning, hiring, onboarding, mentoring, and succession planning activities
• Foster a culture of accountability, collaboration, operational discipline, and continuous improvement

Service Delivery & Operations

• Oversee daily internal service desk operations, including ticket intake, prioritization, aging, and SLA adherence
• Ensure incidents and requests are triaged accurately with a clear understanding of business impact and operational urgency
• Lead recurring service performance reviews and implement data‑driven improvements
• Manage technician scheduling, coverage models, and on‑call support to ensure consistent service across multiple time zones
• Maintain predictable, reliable service delivery during periods of organizational growth and changing demand

Incident & Escalation Management

• Serve as the escalation point for high‑impact incidents and complex technical issues
• Coordinate resolution efforts across internal IT teams and strategic vendors to minimize business disruption
• Communicate clearly and proactively with business stakeholders during service incidents
• Lead post‑incident reviews focused on root cause analysis, risk mitigation, and process optimization

IT Procurement & Asset Operations

• Manage end‑to‑end IT procurement for hardware, software, and services in alignment with enterprise standards and roadmaps
• Oversee purchase requisitions and purchase orders, including approvals, vendor coordination, receiving, and invoice reconciliation
• Own internal IT chargeback and cost‑allocation processes to ensure accurate financial tracking and reporting
• Maintain accurate IT asset lifecycle management, including inventory, assignment, refresh, and disposition within ITSM systems

Continuous Improvement

• Continuously enhance IT support processes, documentation, and workflows to improve efficiency and user experience
• Review service metrics, ticket quality, and end‑user feedback to identify improvement opportunities
• Evolve service delivery practices to align with new technologies, platforms, and business expectations

Required Qualifications

• Minimum three years of experience leading IT support operations within a mid‑to‑large enterprise environment
• Demonstrated people‑leadership experience managing internal IT or Service Desk teams
• Strong organizational, prioritization, and time‑management capabilities
• Ability to lead and develop team members with diverse technical skillsets and experience levels
• Excellent communication skills with both technical teams and non‑technical business stakeholders
• Proven ability to remain calm, decisive, and solutions‑oriented in high‑pressure situations
• Solid working knowledge of enterprise IT environments and systems sufficient to support escalation management (L2‑level understanding)
• Experience managing and mentoring a geographically distributed support team
• Strong commitment to service excellence with an emphasis on professionalism and user experience
• Proven ability to collaborate effectively with Enterprise IT, Security, Infrastructure, and Business teams
• Experience building and maintaining an enterprise knowledge base to support consistent service delivery

Join us at Canada One Auto and be a part of a team that values innovation and customer satisfaction!