IT Manager, Service & Support – Americas


Job Summary

The IT Manager, Service & Support – Americas reports to the Senior IT Manager, Operations and manages all areas of IT Service and Support in the region. Acting as the management level contact for local needs including for the Cambridge site. This includes managing and mentoring the IT staff responsible for service delivery, help desk, and end user computing. This leadership role is a champion of customer centric behaviours, focusing the IT Service and Support team on achieving service levels and enhancing end user computing through customer centric service delivery.


Delivers cost-effective operations that fully support and enable strategic objectives for the region.

Leads by example, reinforcing expected behaviours within the team, driving a service excellence culture:

  • Seeing everything through the lens of the customer.
  • Paying attention to the physical environment because everything speaks.
  • Providing service delivery that will create service wows.
  • Developing processes that make employees service heroes for doing an outstanding job.
  • Champions ongoing improvement, and markets I&O to the organization by:

  • Focusing on customer-facing activities.
  • Acts as the local business partner for the region ensuring customer requirements are understood and facilitating communication with local management teams with specific focus as the first point of contact for the Cambridge site.
  • Managing from a customer value creation perspective using:
    – Customer value creation metrics (what is important to the business).
    – An emphasis on customer-focused problem solving workflows (agile, lean).
    – All staff empowered to take proactive action to prevent performance issues.
  • Prioritizing customer-centric behavioural competencies and technical skills for developing and hiring staff:
    – Developing behavioural competencies, as well as new technical skills.
    – Protecting staff time for development.
  • Leads the local Service Support function with a mission focused on:

  • Champion service excellence in:
    – The onboarding of new employees ensuring all tools and technologies are properly prepared and trained.
    – The management of service delivery ensuring the support team and end users are properly prepared for delivery of new or updated services / applications.
    – Support help desk (including Incident, Problem, Change, and reporting)
    – Deployment and support of employee devices including management of the hardware lifecycle
    – Follow up on end user device metrics including hardware, software (i.e. Windows Updates), and security deployments (i.e. disk encryption, endpoint protection) to ensure devices maintain a high level of security and capabilities
  • Manages help desk and support service levels, including for on-call support outside of regular business hours, to ensure: availability of resources according to business needs (internal and external); and timely escalation of requests/issues.

    Leads continuous improvement activities related to service delivery and end user experience liasing with the appropriate I&O teams.

    Ensure IT Security playbooks are followed and security incidents are properly prioritized and escalated.

    Contributes to the preparation and management of staffing, capital and operations spending plans.
    Manages the performance and development of all direct reports. 

    Responsible for hiring, identifying skill gaps, and appropriate training/development.

    Ensures hardware and software assets are tracked and software license compliance is maintained.

    Responsible for compliance to GxP guidelines



  • Bachelor’s degree in Computer Science or Information Systems, or IT diploma with relevant certification (i.e. ITIL, Lean IT, Microsoft Expert or Architect level).
  • Experience:

  • Minimum of 5 years of progressive IT experience with diverse enterprise environments including 2 years of experience supervising teams in a technical support/customer service environment.
  • Pharmaceutical, food, or cosmetic industry experience is considered an asset.
  • Demonstrated track record of providing great customer service.
  • Strong team player with the ability to lead and mentor staff, including remotely, as well as within cross-cultural teams.
  • Excellent written and verbal communication skills with diverse teams.
  • Proficiency Portuguese (Brazilian) is an asset.
  • Agile in thought and action with the ability to tackle difficult problems analytically and to make well-reasoned business decisions (business acumen).
  • Demonstrated experience guiding conflict resolution and facilitating employee relations activities.
  • Experience in planning and execution of multi-location projects utilizing formal project management methodology.
  • Proven knowledge of Health and Safety legislation and other Employment related legislation such as the Employment Standards Act.
  • Valid Driver’s license and passport (i.e. eligible to travel Internationally up to 10% of the time).
  • Must be available to work on all shifts.
  • This is a Hybrid role – 3 days office and 2 days WFH
  • What we offer

  • Excellent compensation/benefits package.
  • Bonus and reward programs
  • Discounted gym memberships
  • Programs supporting work life balance
  • Employee recognition program
  • Professional and personal development programs
  • Social events and spirit days
  • We are committed to diversity and inclusion, and thank all applicants in advance; however, we will be corresponding only with those selected for an interview.

    In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, we are committed to providing an inclusive and barrier free recruitment and selection process.

    Recruitment Fraud – please be aware of recruitment fraud. Novocol Pharmaceutical of Canada Inc. will never ask for banking information, money or any personal information up front. We will only respond to official applications submitted through our careers site. In addition, we will only use official corporate e-mail addresses (septodont.com or novocolpharma.com) to communicate with applicants. Should you be contacted without submitting an application, please delete the message and advise your e-mail provider.

    For Internal

    Internal Job Posting Grade 12. The due date for internal applicants to apply for this role is April 1, 2024.

    Contract type


    Candidate criteria

    Minimum level of experience required

    6-10 years

    Position location


    To apply, please visit the following URL:

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