Information Technology Support Manager

Information Technology Support Manager

London, Ontario

As a member of our Information Technology team, you will create organizational capacity for customers by leading a team to provide excellent technical support and the best possible user experience (UX). Maximize end user uptime and efficiency by anticipating and providing technical solutions. Create user confidence by being part of the go-to team that provides customer focused service.



  • Prioritize incoming work and schedule with staff
  • Create tickets and delegate to appropriate support tiers
  • Lead, participate in, or provide input to assigned projects
  • Manage annual and semi-annual engineering software updates


  • Encourage a learning environment to train new employees
  • Maintain familiarity with IT industry trends and best practices


  • Identify service trends and reoccurring issues; provide corrective action
  • Design, plan and implement annual computer rollouts
  • Manage engineering software license renewals
  • Create software installation procedures
  • Document new server setup installation parameters
  • Forecast appropriate lifecycles for Company equipment
  • Coordinate all documentation for Departmental online purchases


  • Design and implement new products and services to meet business objectives
  • Provide direct technical support for issues escalated due to time constraints
  • Work with Active Directory and New Technology File System (NTFS) permissions
  • Adjust domain logon scripts for users
  • Communicate patches, updates, and rollouts with all departments
  • Develop and deliver user training
  • Provide new user orientations and assist with on-boarding
  • Oversee Departmental purchasing and provide approval on small orders
  • Recommend server and specialized equipment purchases
  • Manage infrastructure changes, e.g. network cabling and audio
  • Manage Windows update service
  • Maintain and develop Windows Deployment Services
  • Maintain and develop System Centre Configuration Manager
  • Test new package deployments before deployment
  • Manage servers and software applications such as Autodesk Moldflow, Chubb Security Server, Minitab, Solidworks, Gagetrak, etc.
  • Share IT infrastructure budget details with functional departments
  • Prepare monthly Departmental Reports
  • Ensure hardware inventory is maintained
  • Work with TML IT to develop annual Departmental budget and hardware budget
  • Act as client side liaison with TML IT



  • Work in compliance with TMI’s Health and Safety Program
  • Work in compliance with TMI’s Quality Management System (QMS)
  • Work in compliance with all other applicable policies, procedures and legislation
  • Treat your responsibilities with appropriate confidentiality and security at all times
  • Develop and manage Departmental practices to ensure licensing compliance



  • Perform special projects as required
  • Participate in ongoing training and professional associations as appropriate
  • Fully utilize TMI resources to ensure delivery of a quality product to all internal and external customers at a minimal cost



  • Technical Degree or Diploma
  • 5 years in a related position
  • People Skills
    • Leadership
    • Teamwork
    • Collaboration
    • Customer focus
    • Presentations in business friendly and user friendly format
  • Information Skills
    • Support users in a domain environment
  • Equipment Skills/Experience
    • Use/operate Departmental equipment
    • Install, repair, troubleshoot Departmental equipment
    • Design, create Departmental equipment
    • Source, purchase Departmental equipment
    • Departmental Equipment examples:
      • Servers
      • Switches
      • Printers
      • Desktop and mobile computers
      • Smartphones
      • Audio/visual equipment
      • Specialty (lab, manufacturing) equipment
  • Computer Applications Experience
    • MS Office applications
    • Windows Vista, 7, 8.1, 10
    • Android, iPhone, and Blackberry platforms
    • Network connectivity
    • Proxy servers
    • VPN connections
    • Group Policy Objects (GPOs), Security Groups, NTFS Permissions
    • Remote connection mediums
    • Manufacturing environment
    • Powershell and Batch scripting


How to Apply

hr [at]

  • Include a résumé and cover letter which includes the job title
  • Use Microsoft Word .doc or .rtf formats
  • Include the job title and your name in the title of both Word documents
  • Include the job title in the Subject line of your email

Human Resources
Trudell Medical International
London, ON  N5V 5G4



At the applicants's request, TMI will make accommodation to its recruitment process to meet the needs of applicants with disabilities.

Please send your résumé only once per position.

Résumés will be accepted throughout the process, but only candidates selected for interviews will be contacted.

TMI is an equal opportunity employer.

We thank all applicants in advance for their interest in joining our team.