IT Operations & Support Manager
About Our Company
North Horizon is a Canadian family office with a global investment reach. We are value-oriented investors across public equities, fixed income, private equity, venture capital, and real estate.
The Opportunity
We are seeking a hands-on IT Operations & Support Manager to lead our IT operations team and ensure reliable, secure, and efficient technology services across the organization. Reporting to the Head of IT, this role combines people leadership, practical technical expertise, and sound IT governance. The successful candidate will take ownership of day-to-day service delivery, technology resources, operational and cybersecurity risks, and the execution of IT initiatives. They will lead by example, remaining actively involved in complex technical work while developing the team and collaborating effectively with business stakeholders.
What You Will Do
IT Operations & Support
- Lead daily IT operations and end-user support, setting service priorities, resolving escalations, and maintaining high standards of responsiveness and accountability.
- Oversee the reliability, administration, maintenance, and continuous improvement of IT infrastructure, endpoints, cloud services, and enterprise applications.
- Support a diverse application portfolio, including ERP, investment and asset management, risk management, and other business-critical SaaS platforms, working with application owners and external providers as appropriate.
- Remain hands-on in troubleshooting complex issues, implementing technical solutions, and supporting critical operational tasks; coach team members through practical technical leadership.
- Maintain accurate operational documentation, procedures, configuration records, and knowledge resources.
IT Resource Management
- Manage IT technology resources throughout their lifecycle, including procurement, licensing, vendor relationships, outsourced services, contracts, renewals, and asset inventory.
- Evaluate suppliers and service providers, monitor service quality and contractual commitments, and support cost-effective, well-controlled technology spending.
- Coordinate external partners and internal resources to ensure timely delivery and clear ownership of operational services.
IT Risk & Cybersecurity Management
- Identify, assess, and mitigate IT operational and cybersecurity risks, including service availability, access management, data protection, and third-party dependencies.
- Implement and maintain practical IT controls, policies, standards, and operating procedures; support compliance reviews, audits, remediation, and incident response.
- Oversee security operations and continuous improvement of security posture in coordination with the Head of IT and relevant stakeholders.
IT Projects & Continuous Improvement
- Plan, coordinate, and deliver IT projects and technical initiatives, managing scope, schedules, resources, dependencies, risks, and stakeholder communications.
- Identify opportunities to improve service quality, resilience, efficiency, and user productivity through process improvement, automation, and appropriate technology adoption.
- Proactively explore and evaluate practical AI use cases for IT operations and business productivity, and help translate promising ideas into controlled, measurable implementations.
What You Bring to This Role
- Bachelor's degree in Computer Science, Information Technology, or a related discipline.
- At least 10 years of hands-on experience in IT operations, infrastructure administration, and technical support, with demonstrated team leadership and project delivery experience.
- Proven ability to combine operational ownership and IT governance with active technical contribution; sound judgment in vendor management, project management, cybersecurity, and internal controls.
- Strong experience with Microsoft 365 services and administration, including Exchange Online, SharePoint Online, Teams, Microsoft Entra ID, Intune, Defender, and Purview.
- Working knowledge of Microsoft Azure, with emphasis on cloud-native and PaaS services such as Azure Functions, Service Bus, identity, integration, and related security and monitoring capabilities.
- Experience administering or supporting Microsoft Power Platform and Dataverse, including platform governance, security, environment management, and integration considerations.
- Ability to manage and support a heterogeneous portfolio of enterprise applications and SaaS services, including coordination with application vendors and business owners.
- Practical interest in AI and automation, with the initiative and judgment to assess use cases, experiment responsibly, and apply tools to real operational challenges.
- Excellent communication skills: concise reporting and escalation to senior leadership, effective coaching and delegation within the team, and constructive coordination across departments and with external partners.
- Strong analytical troubleshooting, prioritization, documentation, and independent execution skills. Relevant Microsoft, cybersecurity, or IT service management certifications are assets.
Note: This posting is for an existing job vacancy. Some steps in the resume screening process may use AI-assisted tools to help identify qualified candidates. All applications will be reviewed fairly and in compliance with the Employment Standards Act (ESA).
