Manager, IT Support


Kitchener City, Ontario, CA
  • Job Type: Full-Time
  • Function: IT
  • Post Date: 06/10/2021
  • Website:
  • Company Address: 151 Charles Street W. Suite 400, Kitchener, ON, N2G 1H6

About D2L

D2L (Desire2Learn) is dedicated to improving the way the world learns. Find out how Brightspace, our integrated learning platform, supports every individual's unique pathway and potential.

Job Description

The Manager, IT Support will lead a team that provides IT support across D2L. They will lead, manage and motivate a team of IT Support Technicians on aspects of day to day activities, projects and continuous improvements.

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift. 

New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L’s has had a singular mission for 20 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.

General Description:

The Manager, IT Support will lead a team that provides IT support across D2L. They will lead, manage and motivate a team of IT Support Technicians on aspects of day to day activities, projects and continuous improvements. Being proficient with ITIL methodology, incident management systems will aid in delivering. Will identify ways to improve the team to continue to achieve new levels of customer service while reduce the manual effort required to maintain a high level of service. The Manager will need to have extraordinary time management and organizational skills and be able to thrive in a fast-paced environment The manager will also oversee and support all D2L events from a technology and communication perspective.


  • Lead, develop and motivate a high performing IT support team.
  • Lead and manage the IT Support Technicians and activities associated with the identification, prioritization, and resolution of reported problems and requests using best practices and ticketing systems
  • Prioritize daily activities of the team and work on critical and high priority items
  • Maintain the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives; provide high-touch white-glove service
  • Analyze performance of Helpdesk activities and documented resolutions, identify problem areas/trends, and deliver improvements or solutions to enhance quality of service and to prevent future problem
  • Act as project manager for small to medium projects around IT Support Improvements and Initiatives
  • Provide an outside of business hours escalation path for technicians and customers and organize backups for colleagues who may be unable to fulfill their duties
  • Manage & meet SLA and KPI based support expectations; Promote a culture of continual service improvement
  • Manage communication with stakeholders and IT management regarding service provision and outages
  • Creating effective partnerships with external service providers and software vendors
  • Support the Director in implementing short and long-term goals and business plans in alignment with and support of corporate strategy, opportunities, products, and operating requirements and efficiencies
  • Manage our internal ticketing system; providing reporting details, and developing resources to build on our support tools; deliver resolutions to enhance quality of service through future problem prevention
  • Develop weekly, monthly and quarterly reports on IT Support performance
  • Understand, identify, and analyze opportunities to improve costs (people, equipment,  applications)
  • Initiate process improvements with the team and across the business to leverage the use of our technologies
  • Collaborate with D2L Events teams on event hosting, setup and support for internal events, tradeshows, conferences, etc.
  • Maintain our IT Asset Management System; provide analytics and reporting
  • Manage Help Desk related equipment ordering and inventory
  • Answer questions relating to Requests & Tasks and give direction to action items
  • Ensure New Hires & Account Removals are completed on time and accurately
  • Work with Branch offices on technical requirements
  • Other duties as required by the Director of IT

Education/Job Knowledge/Skill Requirements

  • 4 to 7 years experience supporting IT related services
  • 3-5 years in an IT or leadership role, preferably Helpdesk / IT Support
  • Strong knowledge of IT Service Management
  • ITIL Certification would be an asset
  • Solid understanding and experience with; managing workstations, Office applications & equipment, O365, Azure, Teams, SharePoint, iOS and Android, conferencing and communication software, phone systems, meeting rooms
  • ISO 27001 knowledge would be an asset
  • Exceptional customer service and communication skills (both written and verbal)
  • Strong troubleshooting and problem-solving skills
  • Sound knowledge of Asset Management practices
  • Experience with process improvement and analysis


  • Flexible work hours
  • Health and wellness programs
  • Collaborative work environment
  • Dog Friendly office
  • Snacks and food trays!
  • Foosball and Ping-Pong tables
  • Showers on site
  • Centrally located in downtown, close to restaurants and pubs, easily accessible by public transit

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.