Manager Business & IT Support

About the Position An ideal candidate is a strategic and hands-on IT leader with strong expertise in infrastructure, cybersecurity, service delivery, and business continuity. They demonstrate sound technical knowledge combined with the ability to translate business needs into practical technology solutions. The individual is highly analytical, proactive, and solutions-oriented, with a strong focus on risk management and operational resilience.

They possess proven leadership and people management skills, with the ability to develop high-performing teams and foster a customer-centric support culture. Strong vendor, budget, and stakeholder management capabilities are essential, along with excellent communication skills to engage both technical and non-technical audiences.

The ideal profile reflects integrity, accountability, and sound judgment, with a continuous improvement mindset and the agility to lead digital transformation initiatives in a dynamic environment. JOB DESCRIPTION SUMMARY: The IT & Business Support Manager is responsible for overseeing information technology systems, technology support services, business continuity planning, disaster recovery and operational efficiency across the organization.

The role ensures that technology enables business objectives, minimizes disruption, and supports continuous improvement. This position requires a blend of strategic thinking, technological expertise, strong leadership and excellent organizational skills to support organization’s goals and objectives through technology.

The position is within the Managerial range and reports to the Chief Operations Officer. MAIN RESPONSIBILITIES: Oversee the availability, performance, security, and scalability of IT infrastructure, systems, and applications. Manage upgrades, patches, configurations, backups, recovery testing, and technical documentation.

Monitor system performance and capacity, proactively resolve issues, and coordinate with internal teams and vendors to ensure optimal operations. Lead end-user support services, including helpdesk operations, incident and escalation management, and SLA/KPI monitoring. Ensure timely resolution of technical issues, supervise and develop support staff, and drive continuous improvement to enhance service quality and user satisfaction.

Develop, implement, and regularly test business continuity and disaster recovery plans. Define recovery objectives (RTO/RPO), ensure backup and failover mechanisms are effective, and maintain compliance with regulatory and organizational requirements to safeguard critical operations. Identify and implement technology solutions that streamline processes, improve efficiency, and support automation initiatives.

Lead system implementations, support change management, and measure the impact of technology investments to ensure alignment with business strategy. Manage IT vendors, contracts, licensing, and service delivery to ensure value and compliance. Develop and oversee IT budgets, control expenditures, optimize costs, and maintain accurate records of assets, licenses, and agreements.

Establish and enforce cybersecurity policies and controls to protect systems and data. Oversee risk assessments, incident response, access management, and regulatory compliance. Promote security awareness and ensure third-party adherence to data protection standards. Monitor system performance, analyze trends, and implement improvements to enhance stability, reliability, and scalability.

Support capacity planning and provide regular performance reporting to management. Collaborate with leadership to align IT strategy with organizational goals. Translate business needs into technology roadmaps, provide strategic guidance, and ensure IT initiatives deliver measurable business value. Mitigate risks across IT, business continuity, and support functions; prepare required reports; and perform additional duties necessary to achieve departmental and organizational objectives.

Requirements

Knowledge, Behaviours, Skills & Abilities: IT Infrastructure, Systems & Applications: Strong understanding of enterprise IT infrastructure, networks, servers, cloud platforms, and business applications to ensure reliable, secure, and scalable technology operations. Cybersecurity, Risk & Compliance: Knowledge of cybersecurity principles, data protection requirements, and risk management practices to safeguard systems, ensure regulatory compliance, and protect organizational information assets.

Business Continuity & IT Service Management: Understanding of disaster recovery, business continuity planning and IT service management practices to maintain operational resilience and effective technology support services. Strategic Technology Planning: Ability to translate organizational objectives into practical IT strategies, roadmaps, and technology initiatives that improve operational efficiency and business performance.

Technical Problem-Solving & Systems Management: Strong analytical and troubleshooting skills to identify issues, optimize system performance, and implement reliable technological solutions. Leadership & Stakeholder Management: Capability to lead teams, manage vendors, and communicate effectively with both technical staff and non-technical stakeholders.

Accountability and Professional Integrity: Demonstrates ownership, ethical conduct, and adherence to governance, security and organizational standards. Proactive & Continuous Improvement Mindset: Actively identifies risks, opportunities, and improvements to enhance technology services, processes, and systems. Collaborative & Service-Oriented Approach: Works effectively with internal teams, vendors, and users to deliver responsive, high-quality technology services.

Strategic and Operational Balance: Ability to manage day-to-day IT operations during technical incidents, security events, or operational disruptions. Managing Complexity & Change: Able to oversee multiple priorities, lead technology implementations, and support organizational change and adoption of new systems. Academic Qualifications and Experience: Bachelor’s degree in Computer Science, Information Technology, Risk Management or related field Masters’ Degree in Computer Science (preferred) Experience: 8 years’ experience in a similar position.

Experience and strong knowledge of networking, servers, databases, and cloud platforms Technical Skills/Qualifications: Any combination of the following would be considered an asset CompTIA Network+ / Security+ CompTIA A+ Microsoft Certified: Azure Administrator / Microsoft 365 Certified Cisco Certified Network Associate (CCNA) VMware Certified Professional (VCP) Certified Information Systems Auditor (CISA) Certified Business Analysis Professional (CBAP) Project Management Professional (PMP)