Manager, IT Support - Toronto

The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets.  United as a global team, we’re connecting cross-functionally, traversing industries and geographies, moving opportunity into action, advancing global economic growth, and propelling progress. Through a rich exchange of ideas, meaningful collaboration, and a nimble operating model, we're powering some of the nation's most critical systems, fueling capital formation and innovation, bringing increased opportunity to business visionaries, product ingenuity to consumers, and career exploration to our team.

• Oversee, maintain, and balance IT support delivery between the Toronto and Markham corporate offices, effectively scaling resources to support over 700 physical desks.

• Manage scheduling to guarantee continuous physical staffing at the office "Tech Bar" during standard business hours across designated locations.

• Lead, mentor, and manage the local IT Support team, fostering a supportive environment capable of handling high-demand periods and complex multi-site deployment logistics.

• Act as the primary IT Support liaison for various business units, participating in cross-functional projects to ensure technical alignment with business needs.

• Partner with IT support managers and leads in other global regions to share experiences, standardize workflows, and refine troubleshooting procedures.

• Actively participate in building a cohesive, interconnected global IT team that collaborates seamlessly across different time zones and locations.

• Maintain accuracy of the IT equipment inventory across both the Toronto and Markham sites; oversee the localized procurement and purchasing of all hardware, software, and peripherals.

• Manage the Toronto IT asset lifecycle (procurement to retirement) with a focus on environmental responsibility.

• Partner with certified e-waste vendors to ensure old equipment is properly recycled, aiming to maximize sustainability initiatives, minimize environmental impact, and generate carbon credits where applicable.

• In collaboration with the IT Support Team Lead, oversee the ticketing lifecycle within ServiceNow, ensuring incidents, requests and Toronto office escalations are handled efficiently

• Develop, maintain, and present ServiceNow dashboards, KPIs, and reports to track team activities, ticket volumes, and SLA compliance in Toronto region

• Manage the imaging, deployment, and ongoing support for a diverse fleet of hardware:

  • Windows, macOS, Linux, and ChromeOS.

  • Tablets, smartphones, printers, and scanners.

• Deliver and oversee comprehensive IT onboarding first day training to new hires, tailored for both onsite and remote employees.

• Act as the ultimate local escalation point for critical incidents, maintaining a calm, analytical demeanor under pressure.

• 10+ years of business and IT support experience in enterprises

• Proven ability to maintain focus, prioritize tasks, and guide a team effectively during high-stress operational outages, or peak demand periods.

• Strong interpersonal skills to build bridges with peers and collaborate across cultural and regional boundaries.

• Experience participating in business-driven IT projects.

• Demonstrated success managing IT operations, service desks, or desktop support across multiple physical office sites supporting large-scale environments.

• Experience managing hardware inventory across multiple locations, local vendor relationships, purchasing workflows, and eco-conscious asset disposition program logistics.

• Experience working with ServiceNow, specifically in configuring dashboards and generating metrics/analytics reports.

• Broad technical knowledge encompassing Windows, macOS, Linux, ChromeOS, and mobile operating systems (iOS/Android).

• Understanding of Active Directory, SSO, network and security fundamentals.

• Previous experience to deal with high-profile project deliverables and pressure by demanding user groups and project sponsors

• Previous leadership and understanding of cloud solutions for the enterprise

• Previous leadership and strategic understanding of user account administration principles on technology systems

• Proven track record and business acumen working with professional services partners contracted to deliver solutions

• Very strong verbal and written communication skills, including ability to convey issues and complex concepts at various levels

Please note that the salary range included is a guideline only. The salary offered may vary based on factors, including, but not limited to, the successful candidate’s relevant knowledge, skills, and experience. 

The recruiting efforts for this role are intended to fill a vacant position.

Please note that our company is not currently sponsoring work permit applications and the applicant must be authorized to work in the country where this position is located. 

TMX is committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide accommodations for applicants and employees who require it.