Manager, IT Support Services & Security

Job description

The Opportunity AgeCare The Manager, IT Support Services & Security oversees AgeCare’s outsourced IT support operations while protecting the organization’s digital assets, systems, and data from internal and external threats. This dual role combines IT service delivery management with cybersecurity governance to ensure secure, reliable, and user-focused technology across all AgeCare locations. Reporting to the Director, Strategy and Information Technology, the Manager partners with our Help Desk provider to drive service excellence through performance monitoring, KPI/SLA oversight, and end-user feedback. The role also supports technology planning, standardizes IT processes, and coordinates vendor-led initiatives aligned with clinical and organizational priorities — all while fostering a culture of safety, reliability, and high-quality resident care. This position offers a hybrid work arrangement. What You Will Do: Manage our outsourced Help Desk to deliver exceptional, responsive service. Track SLAs, monitor KPIs, analyze trends, and ensure end-user satisfaction across all AgeCare locations. Develop, implement, and refine IT Standard Operating Procedures (SOPs) to maintain consiste...