Markham, Ontario, Canada · On-site
$90k–$95k/yr
About us Pathway Communications has a track record of 30 years providing high-quality Information Technology solutions, including technical contact Centre services at Tiers I, II and III to demanding corporate, governmen…
Skills: Service delivery management, Contact center operations, ITIL, SLA management, Team leadership
Toronto, Ontario, Canada · On-site
About us Pathway Communications has a track record of 30 years providing high-quality Information Technology solutions, including technical contact Centre services at Tiers I, II and III to demanding corporate, governmen…
Skills: Desktop Support, Hardware Troubleshooting, Software Troubleshooting, Network Troubleshooting, Windows
Markham, Ontario, Canada · On-site
$55k–$70k/yr
Technical Writer - RFPs & Proposals Pathway Communications Markham. ON: On site. Full-time Pathway Communications, a leading Canadian managed IT and cybersecurity services provider is seeking a skilled and detail-oriente…
Skills: Technical Writing, RFP Response, Proposal Drafting, Editing, Proofreading
Markham, Ontario, Canada · On-site
$55k–$70k/yr
Technical Writer - RFPs & Proposals Pathway Communications Markham. ON: On site. Full-time Pathway Communications, a leading Canadian managed IT and cybersecurity services provider is seeking a skilled and detail-oriente…
Skills: RFP Writing, Technical Writing, Proposal Development, Editing, Proofreading
Markham, Ontario, Canada · On-site
$18/hr–$18/hr
Location: Onsite – 95 Apple Creek Blvd., Markham Employment Type: Independent Contractor Hourly Rate: $18/hour Working Hours: 9:00 AM - 5:00 PM / 12:00 noon - 8:00 PM Language Requirement: EnglishRole Overview We are see…
Skills: Client Engagement, Solution Selling, Customer Service, Cold Calling, Upselling
Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
The Manager IT is responsible for overseeing 24/7 service desk operations, ensuring SLA compliance, and managing client onboarding and project delivery. They will also lead and mentor teams while driving continuous improvement and identifying revenue growth opportunities within their client portfolio.
Candidates must have a bachelor's degree in IT or a related field and at least 5 years of experience leading service delivery for external clients. Mandatory qualifications include ITIL certification, Microsoft certifications, and hands-on experience with Azure cloud services and ITSM platforms.
Pathway Communications has a track record of 30 years providing high-quality Information Technology solutions, including technical contact Centre services at Tiers I, II and III to demanding corporate, government and non-profit clients in Canada and the United States. We commenced operations in 1995 and have grown, over the past 30 years, from being one of Canada’s pioneering ISPs to a provider of end-to-end corporate IT solutions including inbound technical support, infrastructure management, cybersecurity and application development and maintenance. Our commitment to excellence is reinforced by the critical certifications we have. These include, amongst others, SOC, ISO 27000, PCI DSS and Uptime Institute Tier III Certifications for our data center. Visit us on the website www.pathcom.com
The Manager IT owns the full lifecycle of service delivery, client success, and business growth for an assigned client portfolio. You will lead 24/7 operations, manage a multi-location team, drive continuous improvement, and act as a trusted advisor who actively grows the business — equal parts operator, people leader, and commercial driver.
• Service Delivery: Own 24/7 contact center and service desk operations across all delivery regions — ensuring SLA compliance, contract adherence, and world-class client experience.
• Onboarding & Projects: Lead end-to-end client onboarding and project delivery — from contract execution through go-live and into steady-state managed operations.
• Technical Experience: Manage Windows Server environments, administer Microsoft 365 (Exchange, Teams, SharePoint, Intune, Entra ID), leverage Kaseya for monitoring and automation, and ensure endpoint security, patching, and backup compliance.
• People Leadership: Manage, mentor, and develop service desk teams — setting clear objectives, running 1:1s, and building a high-performance culture.
• Reporting & CSI: Define and track all delivery KPIs (FCR, MTTR, SLA %, CSAT, uptime); produce accurate weekly and monthly reports for client and CEO-level review.
• Tools & Governance: Ensure disciplined use of ACD, ITSM ticketing, and knowledge systems; champion self-service and automation to reduce ticket volume and improve efficiency.
• RFPs & Solutioning: Support RFP responses and solution design as the ITO delivery SME — contributing scope, methodology, staffing models, and cost inputs alongside Sales.
• Revenue Growth: Identify upsell and cross-sell opportunities within your client portfolio — growing Pathway wallet share through a trusted-advisor approach aligned to client business goals.
• Bachelor's degree in IT, Computer Science or related field
• 5+ years leading service delivery for external clients
• Proven 24/7 contact center or service desk leadership
• Deep knowledge of ITIL, SLAs and SOWs
• Client onboarding, project delivery, and team management experience
• Hands-on with ITSM platforms
• English fluency (French an asset)
MANDATORY CERTIFICATIONS
CompTIA Security+ / CISSP
AWS / Azure Fundamentals (CLF-C02 / AZ-900)
Lean / Six Sigma (Green Belt or higher)
CCXP — Certified Customer Experience Professional
* Compensation & Benefits • $90000 - 95000CAD
• Health, dental & vision benefits
• Paid vacation + sick days
Culture & Growth
• Senior role in a rapidly growing Canadian MSP
• IT certification support
• Multi-client portfolio with C-suite exposure
Location: Onsite Markham, Ontario
Job Type: Full-Time
Submit your resume with subject “Manager-IT”to [email protected]. Include a brief note on your relevant experience.
We thank all candidates, but only those selected for an interview will be contacted. We are not accepting calls from recruitment professionals currently.
Disclaimer: Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.
Pathway Group of Companies is an equal opportunity employer and is committed to providing equal treatment with respect to employment without discrimination because of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin as required by the Ontario Human Rights Code.
Your One-Stop Managed IT and Cybersecurity Services for Business Excellence.
Founded in 1995, Pathway Communications specializes in providing innovative and cost-effective IT and communication solutions for businesses of all sizes. Rooted in Canada, we offer a wide range of services, including Managed IT Services, Cybersecurity Solutions, Data Center, Cloud, Colocation, Voice, Data, and Internet, to help our clients stay connected and operate securely in today’s fast-paced world. Pathway employs over 150 qualified and trained staff on three continents and operates fully-equipped data centers in Markham, Toronto, and Montreal. All of our services are designed to pass through our Tier III data center backed up with ISO 9001:2015, ISO 27001:2013 certification, and SOC 2 Type II compliancy for the ultimate reliability, security, and privacy.
Offices: 95 Apple Creek Blvd., Markham, Ontario L3R1C7, CA · 535 Yates St, Suite 400, Victoria, British Columbia V8W 2Z6, CA · 111 2nd Ave S, Saskatoon, Saskatchewan S7K 1K6, CA · 204 rue Notre Dame Ouest, Suite 401, Montreal, Quebec H2Y 1T3, CA · 3rd Floor,South Wing,Suma Center, Erandwane, Pune, Maharashtra 411004, IN
Your One-Stop Managed IT and Cybersecurity Services for Business Excellence.
Founded in 1995, Pathway Communications specializes in providing innovative and cost-effective IT and communication solutions for businesses of all sizes. Rooted in Canada, we offer a wide range of services, including Managed IT Services, Cybersecurity Solutions, Data Center, Cloud, Colocation, Voice, Data, and Internet, to help our clients stay connected and operate securely in today’s fast-paced world. Pathway employs over 150 qualified and trained staff on three continents and operates fully-equipped data centers in Markham, Toronto, and Montreal. All of our services are designed to pass through our Tier III data center backed up with ISO 9001:2015, ISO 27001:2013 certification, and SOC 2 Type II compliancy for the ultimate reliability, security, and privacy.
Offices: 95 Apple Creek Blvd., Markham, Ontario L3R1C7, CA · 535 Yates St, Suite 400, Victoria, British Columbia V8W 2Z6, CA · 111 2nd Ave S, Saskatoon, Saskatchewan S7K 1K6, CA · 204 rue Notre Dame Ouest, Suite 401, Montreal, Quebec H2Y 1T3, CA · 3rd Floor,South Wing,Suma Center, Erandwane, Pune, Maharashtra 411004, IN
