We are seeking an experienced IT Operations & Projects Manager to oversee and improve the day-to-day delivery of IT services across the organization while leading key technology initiatives and operational improvement projects. This role will serve as the primary operational liaison between internal teams and our Managed Service Provider (MSP), while also leading infrastructure, systems, and process improvement initiatives.

The ideal candidate combines strong technical operational experience with IT project delivery skills and is comfortable moving between strategic planning, vendor management, and hands-on execution when needed. 

KEY RESPONSIBILITIES

IT Operations & Team Leadership

- Coordinate and manage internal IT staff, including workload distribution, prioritization, and performance oversight
- Oversee day-to-day IT operations across the organization, ensuring timely issue resolution and service continuity
- Establish, monitor, and report on KPIs related to service delivery, ticket resolution, responsiveness, and operational performance
- Provide visibility into team activities, priorities, escalations, and ongoing initiatives
- Provide hands-on technical support and troubleshooting when needed
- Support team development by promoting consistency, accountability, and continuous improvement
- Other duties as required

MSP & Vendor Management

- Act as the primary operational point of contact between the organization and external IT vendors, including the MSP
- Monitor vendor performance, responsiveness, service levels, and overall value delivery
- Challenge recommendations when appropriate to ensure alignment with business needs, technical fit, and cost-effectiveness
- Identify opportunities to optimize vendor relationships, support models, and service structures
- Support vendor transitions, service redesign, or future sourcing initiatives where needed

Project Leadership & Delivery

- Lead and deliver IT infrastructure, systems, and operational improvement projects from planning through execution
- Develop project plans, timelines, milestones, stakeholder communication plans, and resource requirements
- Coordinate internal teams, vendors, and cross-functional stakeholders to ensure successful delivery
- Identify risks, dependencies, bottlenecks, and roadblocks, and proactively drive resolution
- Take ownership of projects independently within the first 90 days
- Support organizational technology transformation initiatives, including platform migrations, infrastructure upgrades, vendor transitions, automation opportunities, and systems optimization
- Ensure project delivery minimizes disruption to business operations

Process Improvement & IT Structure

- Establish and improve IT processes, workflows, escalation paths, documentation standards, and operational governance
- Bring structure, consistency, and clarity to IT operations and service delivery
- Identify inefficiencies and implement practical operational improvements
- Strengthen internal documentation, SOPs, and knowledge-sharing practices
- Help build a scalable IT operating model that supports organizational growth

TECHNICAL SKILLS

Strong working knowledge of:

- Microsoft 365 (Exchange, Teams, SharePoint, OneDrive, Azure ecosystem familiarity preferred)
- Google Workspace
- Ticketing/helpdesk systems and service management workflows
- VoIP systems, setup, administration, and troubleshooting
- Computer architecture, endpoint management, and networking fundamentals
- Virtualization technologies, including Hyper-V and VMware vSphere (ESXi / vCenter)
- Technical documentation, workflow design, and implementation planning

SOFT SKILLS

- Highly organized, structured, and process-driven
- Strong project ownership mindset with excellent follow-through
- Assertive and confident in vendor management and stakeholder discussions
- Strong communication skills across technical and non-technical audiences
- Ability to manage multiple competing priorities in a fast-paced environment
- Strong problem-solving and decision-making skills
- Collaborative leadership style with the ability to drive accountability
- Comfortable operating in environments with ambiguity, evolving priorities, and transformation initiatives

REQUIREMENTS

- Bachelor’s Degree or Advanced Diploma in Information Technology, Computer Science, or a related field, or equivalent practical experience
- 5+ years of progressive IT experience in operational and technical environments
- 2+ years of leadership experience managing IT teams, vendors, or cross-functional technology initiatives
- Demonstrated experience delivering IT infrastructure, systems, migration, or operational transformation projects
- Strong experience in Microsoft-based business environments
- Strong understanding of IT operations, service delivery, escalation management, and technical support environments
- Experience working alongside or managing Managed Service Providers (MSPs) strongly preferred

ASSETS

- Microsoft certifications (Microsoft 365, Azure, etc.)
- PMP certification or equivalent project management experience
- ITIL Foundation certification
- CompTIA Network+ or Security+
- Infrastructure or systems implementations
- Cloud migrations or platform transitions
- Automation, AI-enabled efficiency tools, or IT process optimization is considered an asset

WORKING CONDITIONS

- Office environment, primarily sitting at a desk working on a computer
- Ability to lift and carry equipment weighing 25–50 lbs
- Occasional travel may be required for off-site support, implementations, or project work

OUR RECRUITMENT PROCESS

Application & Questionnaire: Candidates submit an application and complete the initial questionnaire

Pre-Screen Video Interview: Qualified candidates may be invited to complete a short one-way video pre-screen interview

In-Person Interview: Shortlisted candidates will be invited to attend an in-person interview at our head office. A more in-depth second interview may be required. 

Offer & Background Check: The successful candidate will receive an offer, pending a criminal background check and reference verification

We thank all applicants for their interest; however, only those selected for the next stage will be contacted.

EQUAL OPPORTUNITY

Auxilium Health is an equal opportunity employer. We welcome diversity and are committed to creating an inclusive workplace.

Accommodations are available upon request throughout all stages of the recruitment process.