Senior Manager, IT Help Desk & Operations

Lead as a Senior Manager of IT Operations & Reliability in Welland, ON, balancing strategic oversight of the Help Desk with hands-on incident management and operational readiness.
In this critical role, you'll report to the Director of IT Operations and play a key part in maintaining the reliability of financial and insurance platforms. Your focus will be on establishing a trusted Help Desk function, enhancing incident readiness, and driving systematic improvements in service delivery. This position offers the chance to build operational processes from the ground up in a regulated environment.
Key Responsibilities:
• Direct Help Desk services and manage escalations
• Lead incident response for Sev-1 and Sev-2 outages
• Define, publish, and track SLAs for services
• Build ITSM operating models using Jira
• Drive enhancements in service quality through automation
Requirements:
• Education in Computer Science or related field
• 7+ years managing IT operations...