Manager, IT Services_FT-Perm

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DATE: July 31, 2025

LOCATION: Toronto, ON – Information Technology
COMPENSATION: $87,674 - $108,936 Range annually prorated

LOFT Community Services is a unique and dynamic charitable organization that supports people living with complex issues such as mental and physical health challenges, substance use challenges, poverty and homelessness. Serving 19,633 annually and providing 1,861 units of supportive housing last year, LOFT is one of Ontario’s largest mental health service providers of its kind. LOFT is also recognized as a Nonprofit Employer of Choice™ Award (NEOC) recipient. To help fulfill its mission, LOFT is hiring a Full-time Permanent Manager, IT Services.

**Please note that this is a hybrid position, which may require 3 to 5 days on-site depending on operational needs. Standard office hours apply, with occasional availability required after hours or on weekends for emergencies or special projects.**

Job Summary
The Manager, IT Services, ensures the delivery of quality technical support to all LOFT staff, volunteers, and programs and manages the performance of the IT service desk and technical application support. This is a hands-on role requiring both Team leadership and technical expertise to oversee day-to-day IT Service Desk, directly resolve complex technical issues, and contribute to broader IT initiatives including cybersecurity posture and process improvements

What You Will Do:

• Oversee daily operations of the Service Desk, ensuring timely and effective resolution of incidents and service requests through Service Desk.
• Supervises and mentors IT service desk staff, including hiring, training, scheduling work, professional development, and fostering a culture of innovation and collaboration in line with LOFT values.
• Ensures all issues are responded to in line with LOFT standards and procedures.
• Oversees the maintenance of end user accounts and equipment in line with onboarding, cross boarding, and off boarding processes.
• Oversees deployment, replacement and inventory of all end user equipment across LOFT.
• Manages end user technology requirements for new and existing sites
• Manages equipment inventory and accounts, including laptops, tablets, telephony and other IT equipment, and supports IT Director in budgeting for new equipment
• Supports audio-visual equipment in meeting and board rooms across LOFT sites
• Manages inventory of software licenses, documents and ensures compliance with process for requesting and assigning licenses to approved software
• Supports intake and first review of new software and application requests
• Responsible for the integrity and stability of end user computing and connectivity needs
• Ensures technical issues related to enterprise applications are resolved
• Identifies and addresses common issues through root cause analysis and tracking of trends in issues and escalations. Coordinates resolution of complex issues with IT Director and IT team.
• Documents and develops support processes and maintains procedural documents, checklists, and toolkits to ensure consistent and effective issue resolution by IT team.
• Optimizes the IT ticketing system to handle all inbound requests, ensuring efficient issue resolution in line with SLAs
• Ensures adequate knowledge transfer and collaboration among team members to promote seamless troubleshooting and proactive issue resolution.
• Establishes KPIs and reports performance of the support team and drive continuous improvements
• Documents and develops user-facing training material for applications and IT equipment and makes material available on LOFT intranet
• Work directly with external IT vendors for hardware, software, and service support, ensuring service quality and contractual obligations are met.
• Contribute to the organization's cybersecurity posture by collaborating with IT leadership and applying frameworks such as NIST and ITIL
• Other duties as assigned by IT Director

What You Bring:
Must Haves

• Minimum 3 years managing user-facing IT services, including help desk and technical support for applications
• Strong Team leadership
• Strong customer service focus and user-centered approach to IT support
• Analytical problem solving
• Familiarity with ticketing and asset management systems, with a focus on setting KPIs and driving support efficiency
• Expert knowledge of tools such as Microsoft 365 Suite, JIRA, Intune, Apple Device Management
• Expert knowledge of audiovisual software and optimizing hybrid meeting solutions
• Knowledge of equipment and software deployment, maintenance, and inventory management
• Ability to clearly communicate technical issues and solutions to non-technical stakeholders
• Training and change management
• Documentation and knowledge base development.
• Vendor and project management.

Work Environment

• Office environment.
• Occasional travel in the GTA

What We Offer

• A comprehensive compensation and benefits package, including medical, dental, vision, life insurance, and long-term disability
• Defined Benefits Pensions Plan
• 24/7 Employee Assistance Program
• E-learning program available all year round
• Starting vacation time above minimum standard,
• Additional paid personal and paid sick days
• Professional development budget available to help you nurture and shape your career
• Corporate Gym membership rate with GoodLife Fitness
• Access to Perkopolis, a comprehensive corporate discount program
• Access to unlimited DEI trainings through partnership Canadian Centre for Diversity and Inclusion
• Tuition reimbursement program
• Maternity-leave and Parental leave top up program

Our Commitment to Diversity and Inclusion
LOFT Community Services is a values-driven organization with a deep belief that each person has the ability to grow and change. We value compassion, collaboration, and community delivered with dignity, innovation, and excellence. LOFT’s vision is that together, we can all live successfully in our community. Our client population reflects Ontario’s diverse community and it is LOFT’s goal to build a workforce who also reflects that diversity. LOFT believes there are many ways to develop skills and build experience and expertise. So even if you don’t “tick all the boxes” but think you’d thrive in this role, you are encouraged to apply.

Note: A satisfactory vulnerable sector check (VSC) is also required.
CLOSING DATE: August 14, 2025

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