Assistant Manager, IT Services

• Supervise the support team, including Analysts supporting business applications, operational systems, and end-user/hardware services, providing coaching, mentorship, and performance management
• Ensure effective collaboration across application support, hardware support, and other IT service teams to deliver end-to-end support outcomes
• Set priorities, service standards, and delivery expectations across both day-to-day operational support and technology improvement initiatives
• Assign and prioritize support tasks and project work to ensure efficient resource utilization
• Foster a collaborative, accountable, and outcome-driven team culture that supports cross-functional coordination and continuous improvement
• Ensure adherence to operational processes, including incident, problem, request, and knowledge management
• Monitor and manage service levels, ensuring timely resolution of issues and continuous service improvements
• Identify and implement opportunities to improve service delivery, workflows, team effectiveness, and operational efficiency, while aligning outcomes with business priorities
• Plan, coordinate and deliver IT projects of varying size and complexity, including initiatives involving applications and infrastructure
• Lead the planning, coordination, and execution of projects of varying size and complexity, including system upgrades, new functionality, integrations, interface changes, and technology refresh initiatives
• Develop project plans, scopes, schedules, risks, and dependencies, and coordinate resources across IT teams and vendors to ensure successful delivery and transition into operations
• Coordinate internal IT teams and external vendors to ensure solutions are delivered effectively and integrated into existing environments
• Develop and maintain technical and business documentation, including system requirements, test plans, and user guides
• Coordinate system maintenance activities, including security updates, patches, and preventative maintenance
• Oversee and contribute to the design, development, and maintenance of system integrations and interfaces
• Provide technical oversight in troubleshooting and resolving complex application issues
• Work closely with business stakeholders to understand operational needs and technology requirements
• Development of business cases and cost-benefit analyses for new technology initiatives
• Identify and recommend opportunities for process improvements, automation, and technology innovation
• Ensure system enhancements align with business goals and IT strategies
• Participate in vendor negotiations and contract reviews for software solutions and services

• Bachelor’s degree in Computer Science, Business Administration, or a related field
• Minimum 5 years of IT leadership experience, including supervisory or team lead responsibilities
• Prior experience in IT project delivery and coordination, business analysis, and IT service management best practices
• Prior experience leading and coordinating teams supporting both application services and hardware-enabled IT services in an operational environment
• Strong understanding of system development life cycle (SDLC) and change management principles
• Solid understanding of IT infrastructure and system architecture concepts (e.g., networking, servers, storage, end user devices) to effectively support services, participate in projects, and collaborate with infrastructure and security teams
• Hands-on experience with system integrations, troubleshooting methodologies, and issue resolution techniques
• Technical expertise with relational databases and programming languages (e.g., SQL, .Net, Java, C#)
• Experience with enterprise applications (e.g., ERP, MRP) and supporting business-critical systems
• Strong leadership and people management skills, with the ability to coach and develop a high-performing team
• Excellent problem-solving, decision-making, and conflict resolution skills
• Strong communication and stakeholder management skills, with the ability to translate technical concepts into business language
• Ability to balance technical leadership with operational oversight to drive business value
• Self-motivated and detail-oriented, with the ability to manage multiple priorities effectively
• Passion for service excellence and continuous improvement
• Ability to keep up with evolving technology trends and recommend strategic improvements

Experience working in the marine transportation, logistics, or a similar industry is an asset

• Annual bonus
• Pension plan matching
• Extended health care (i.e. paramedical services for massage therapy, speech therapy, mental health coverage, physiotherapy, and more)
• Dental care
• Vision care
• Life insurance
• Medical leave coverage
• Parental leave coverage
• $500 personal spending account
• Employee Family Assistance Program (EFAP)
• Access to Pemberton campus gym