Senior Manager, IT Support

Marsh McLennan•Toronto, ON

7d•Hybrid

About The Position

We are seeking a talented individual to join our IT Support Services team at Marsh. This role will be based in Toronto, ON. Senior Manager, IT Support We will count on you to: Lead and manage the regional IT/Technical Support organization, owning day-to-day operations, vendor relationships, and multi-channel support (on-site, phone, chat, email, virtual, proactive outreach) to meet business needs. Build and maintain strong stakeholder engagement—meeting regularly with office leadership and regional partners, escalating strategic issues, and representing the team in regional and global projects. Drive incident and service request resolution during major incidents, coordinate cross-functional remediation, and use the corporate incident management system to improve response times and customer satisfaction. Own regional budgeting, P&L variance analysis, approvals within budget, and local projects (moves, acquisitions, compliance reviews) to deliver cost-effective, resilient services.

Requirements

Proven experience managing technical support or IT operations teams (including outsourced/vendor teams) within a regional or multi-site environment.
Strong stakeholder and vendor management skills, with a track record of escalating appropriately and resolving high-impact incidents.
Solid financial acumen—experience with regional budgets, expense forecasting, and spend approvals.
Excellent people leadership skills: coaching, performance management, conducting 1:1s, and developing high-performing teams within defined HR frameworks.

Nice To Haves

Experience with agile support workflows and multi-channel service delivery models across lines of business.
Familiarity with regulatory compliance, business continuity requirements, and IT industry best practices for risk reduction.
Background in driving process improvements, change initiatives, and participating in national/global projects.
Willingness to travel as required and a demonstrated commitment to diversity, inclusion, and positive customer relations.

Responsibilities

Lead and manage the regional IT/Technical Support organization, owning day-to-day operations, vendor relationships, and multi-channel support (on-site, phone, chat, email, virtual, proactive outreach) to meet business needs.
Build and maintain strong stakeholder engagement—meeting regularly with office leadership and regional partners, escalating strategic issues, and representing the team in regional and global projects.
Drive incident and service request resolution during major incidents, coordinate cross-functional remediation, and use the corporate incident management system to improve response times and customer satisfaction.
Own regional budgeting, P&L variance analysis, approvals within budget, and local projects (moves, acquisitions, compliance reviews) to deliver cost-effective, resilient services.