Manager, IT Support Services - Express Scripts Canada
About The Position
Express Scripts Canada is seeking a dynamic and people‑first Manager, IT Support Services to lead a centralized team delivering high‑quality Tier 1 and Tier 2 technical support across our Canadian organization. This role is responsible for shaping the end‑user support experience—spanning desktop, application, and service desk services—while driving operational excellence, service reliability, and continuous improvement. Reporting to the Senior Manager, you will lead IT support operations and incident management, ensuring alignment with ITSM/ITIL best practices, security standards, and business priorities. You’ll partner closely with internal stakeholders and U.S. counterparts to deliver consistent, modern end‑user technologies and an exceptional customer experience. This is a hands‑on leadership role for someone who thrives in fast‑paced environments, values accountability and collaboration, and is passionate about building strong teams and reliable services that enable the business to succeed.
Requirements
- Bachelor’s degree in Computer Science, IT, or equivalent professional experience
- 5+ years of management experience in an IT Support or Service Desk environment
- ITIL v4 Foundation certification (or higher) with 3+ years of major incident management experience
- Strong knowledge of enterprise IT systems, including Microsoft 365, Windows OS, Active Directory/Azure, end‑user computing, and virtual desktop technologies
- Customer‑focused leader with strong communication skills across technical teams, stakeholders, and leadership
- Proven ability to lead teams, make decisions, and prioritize effectively in fast‑paced, high‑pressure environments
Nice To Haves
- French is an asset
Responsibilities
- Lead the delivery of Tier 1 and Tier 2 IT support services across all Canadian locations, including onboarding/offboarding, user administration, hardware/software provisioning, asset management, and mobile phone services.
- Oversee daily IT support operations, including team scheduling, workflow allocation, and ensuring consistent coverage during business and after‑hours support windows.
- Lead, coach, and develop IT Support team members through performance management, goal setting, skills development, and career progression.
- Ensure effective execution of incident, service request, problem, and escalation management processes, meeting defined SLAs, KPIs, and customer service expectations.
- Champion Major Incident Management, including rapid response, stakeholder communications, root cause analysis, and post‑incident improvements.
- Produce, monitor, and analyze service metrics and trends to drive continuous improvement, automation, operational efficiency, and cost optimization.
- Oversee end‑user computing services, including desktop and laptop support, peripheral and mobile devices, virtual desktop/remote access, and device lifecycle management.
- Partner with Security teams to ensure devices are patched, compliant, and aligned with enterprise security standards and risk management practices.
- Manage vendor and third‑party service provider relationships, ensuring service quality, contract compliance, and value delivery.
- Support service transformation initiatives, technology upgrades, documentation improvements, financial processes (POs and invoicing), and special projects aligned with organizational priorities.
Benefits
- Competitive compensation, benefits and pension plan
- Career development and advancement opportunities
- A culture that celebrates innovation and collaboration
- Flexible work options and wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
