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Location : 175 Commerce Valley Dr W Suite: 300, Thornhill, ON L3T 7P6 Position Type : Permanent, Full-Time Vacancy Status : This Posting is for a New Role. Compensation : $80,000 - $115,000 WHAT YOULL LOVE ABOUT CATC AS A MULTIDISCIPLINARY HEALTHCARE TEAM TOGETHER, WE: C ompassion we meet people where they are, ready to help A ccountability we take responsibility for outcomes R espect we work well with others E xcellence we deliver exceptional experiences to everyone we encounter Wellness: Group Benefits Plan for you and your family along with Employee Assistant Programs through TELUS Health, discounted GoodLife fitness memberships, paid time off for vacation, wellness days for illness, and mental health, and bereavement. Career Development: Professional Development, Lunch & Learn Sessions and access to 100+ courses within the Companys Learning Management System. Preparation for the Future: Retirement Savings Plan (RRSP/DPSP). Employee Recognition: Service Recognition Program. ABOUT THE POSITION The IT Manager is responsible for the operational leadership, stability, and continuous improvement of the organizations information technology environment. Reporting to the Director of Information Technology, this role oversees daytoday IT operations, manages outsourced technical support services, and is responsible for the administration of core enterprise platforms. Primary accountability includes oversight of Microsoft 365, Azure Active Directory, endpoint management, servers, networking, cybersecurity operations, backup and disaster recovery, and IT service management. The role ensures secure, reliable, and efficient delivery of technology services while maintaining strong service levels, escalation processes, and a highquality user experience. Working in close partnership with the Director of Information Technology, the IT Manager supports the execution of IT strategy by coordinating vendors, enforcing security, compliance standards, improving documentation and operational processes. This role contributes to maintaining operational stability, reducing risk, and supporting the scalability of IT services in alignment of organizational objectives. WHAT YOULL NEED TO HAVE Skills, Knowledge & Abilities Strong operational knowledge of Microsoft 365 and Azure Active Directory. Experience administering endpoint management solutions (Intune / Endpoint Manager). Proficiency with Windows Server technologies, including Active Directory, DNS, DHCP, and Group Policy. Working knowledge of virtualization platforms and cloud compute environments. Understanding of network infrastructure (firewalls, switches, wireless, and VPN). Knowledge of backup and disaster recovery processes, including testing and validation. Knowledge of cybersecurity best practices, operational controls, and risk management principles Experience with security tooling such as EDR/XDR, email security, MFA/SSO, and vulnerability management Understanding of patch management, monitoring, and incident response processes Familiarity with audit preparation, compliance requirements, and remediation activities Experience managing IT service delivery in a production environment. Strong understanding of ITSM concepts, ticket lifecycle management, and escalation models. Ability to establish, monitor, and improve service levels (SLAs and KPIs). Ability to maintain documentation, SOPs, and technical standards. Experience leading or coordinating helpdesk or service desk teams. Ability to manage outsourced or internal support teams and ensure SLA adhereance. Experience with tiered support models (Tier 13) and escalation management. Strong incident, problem, and request management skills Ability to improve firstcall resolution, response times, and user satisfaction. Experience optimizing ticketing systems, workflows, and knowledge bases. Ability to coach support resources and drive consistent service quality. Proven ability to lead operational teams and influence crossfunctional stakeholders. Strong communication skills across technical teams, business stakeholders, and leadership. Ability to translate strategic direction into clear operational priorities. Strong judgment, decisionmaking, and conflictresolution skills. Ability to manage multiple priorities while meeting timelines operational timelines. Experience coordinating vendors, contracts, renewals, and service performance. Strong organizational, planning, and analytical skills. Education, Qualifications and Training Postsecondary education in Information Technology, Computer Science, or a related field, or equivalent practical experience 58 years of progressive experience in IT operations, systems administration, or infrastructure roles 13 years of experience in a lead, supervisory, or operational management role (including service desk or help desk leadership) Relevant technical certifications (e.g., Microsoft, ITSM, networking, or security) considered an asset Hybrid work environment (3 days in office and 2 days working from home). Occasional travel for meetings. YOUR DUTIES AND RESPONSIBILITIES Oversee daytoday IT operations to ensure stable, secure, and reliable delivery of technology services across the organization. Manage outsourced technical support services (help desk and systems), ensuring SLAs, esclation handling, and service quality are met. Monitor ticket queues, escalations to ensure timely issue resolution and consistent enduser support. Identify operational risks and drive continuous service improvements. Own and support core enterprise platforms, including: Microsoft 365, Azure Active Directory, Intune / Endpoint Manager, and Windows server environments. Maintain and support infrastructure components including (Active Directory, DNS, DHCP, Group Policy, visualization environments and cloud compute resources). Oversee network infrastructure operations (including firewalls, switches, wireless networks, VPN). Ensure systems are properly configured, maintained, and documented. Enforce IT security policies, standards, and best practices. Oversee patching, monitoring, and vulnerability remediation. Manage security tooling (EDR/XDR, email security, and identity protection). Support audits and compliance requirements. Administer backup and disaster recovery platforms. Ensure system recoverability through regular testing. Support business continuity and risk mitigation efforts. Act as the primary contact for IT vendors, and service providers, including management of performance, renewals, contracts, and licensing agreements. Evaluate vendor performance and support product, and service decisions with leadership. Lead midsized IT infrastructure and platform initiatives endtoend. Coordinate internal teams, and external partners to ensure successful outcomes. Translate IT priorities into actionable work plans aligned with strategic objectives. Provide operational oversight of outsourced IT resources. Establish and track KPIs, SLAs, and performance metrics. Communicate effectively with internal stakeholders and leadership. Partner closely with the Director of IT to align operations with strategy. ABOUT THE COMPANY Founded in 1995, Canadian Addiction Treatment Centres (CATC) operates three inpatient addiction treatment centres, a national network of more than 70 outpatient substance use disorder treatment clinics and specialty pharmacies in Canada. CATC delivers services in a supportive, compassionate, and judgmentfree environment. We are committed to improving the lives of individuals affected by addiction through a multidisciplinary, evidencebased approach that prioritizes quality care and an exceptional patient experience. Our outpatient clinics provide walkin support in person or virtually to enable communitybased access to accredited treatment programs. Our CARE teams provide rapid access to a team of medical professionals, pharmacy services and wraparound supports to engage patients through stabilization and treatment plans that enable patient success in achieving care goals. Our inpatient treatment centres provide structured, 24/7 medically supported care in a safe and therapeutic environment for individuals who require intensive stabilization and recovery support. Care is focused on building a strong foundation for longterm recovery through accredited, evidencebased programming. Our secure virtual counselling services make care more accessible through flexible, remote connections with qualified professionals. Please visit for more information! Canadian Addiction Treatment Centres remains an inclusive and equal opportunity employer committed to providing accommodations for all applicants upon request at any stage of the selection process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. As part of our commitment to transparency and efficiency, we would like to inform you that we utilize Artificial Intelligence (AI) technologies in our recruitment process to assist in the initial screening and evaluation of applications. #J-18808-Ljbffr