IT Service Desk Manager

Who We Are:

At APII INC, we aren't just an IT Service Provider; we are changing the landscape of how businesses operate securely. We service clients across the GTA—with and without in-house IT departments—delivering uncompromized IT support and infrastructure management.

Our Mission & Vision:
We are driven by a singular goal: to be the global standard for accessible, intelligent cybersecurity. We are disrupting the industry by democratizing enterprise-level technologies, empowering organizations of every size to thrive in a secure digital world.

The Role:
This is a high-impact, dual-focus role. You will split your time between leading our daily helpdesk operations and managing advanced security deployments.

Core Responsibilities:

• Security Project Management: Lead, scope, and deploy enterprise security setups. Implement Identity and Access Management (IAM) via Office 365 Entra Security, Okta, and Duo. Architect and deploy SASE configurations for zero-trust remote access, and maintain top-tier endpoint security.
• Helpdesk Leadership: Act as the Service Desk Manager and primary escalation point. Guide, train, and mentor junior technicians to elevate the team's capabilities and ensure top-tier service delivery.
• Cloud & Infrastructure Administration: Manage Microsoft 365/Azure, Google Cloud (GCP), AWS, and Windows Server environments (including Active Directory, Group Policies, and DNS/DHCP).
• Hardware & Procurement: Oversee the deployment, imaging, and lifecycle of DELL/HP/Lenovo workstations and Apple (OSX/iOS) devices. Research new technologies and coordinate with vendors for strategic hardware procurement.

Qualifications & Prerequisites:
Experience: Minimum 3 years in a high-volume MSP environment with a proven track record of handling senior escalations and leading security deployments.

• Education: Post-secondary degree or diploma in a computer-related discipline.
• Required Certifications: * CCFA (CrowdStrike Certified Falcon Administrator)
• A+ and Network+
• Understanding of ITIL Foundations
• Microsoft Specialized Certifications (Held or actively pursuing):
• MS-102 (M365 Administrator)
• MD-102 (Endpoint Administrator)
• SC-300 (Identity and Access Administrator)
• SC-400 (Information Protection Administrator)
• Technical Mastery: Deep expertise in Windows/macOS ecosystems, backup systems, disk cloning, and complex data migrations.
• Operational Requirements:
• Meticulous Time Tracking: Strict, accurate, and consistent time-tracking is an absolute necessity
• Possession of a G/G2 driver's license and a reliable vehicle for GTA travel.
• Flexibility to respond to requests after business hours within designated SLAs
• Office is in Markham, with 1 work from home day per week.

Compensation & Benefits

• Target Compensation: $105,000/year equivalent, tracked hourly (approx. $48–$50/hr).
• Why Tracked Hourly? Unlike many salaried MSSP roles where extra hours go unpaid, our structure ensures you are directly compensated for your actual time, including off-hours escalations and weekend project deployments.

Join the Mission

If you are ready to help democratize enterprise-grade cybersecurity, build robust IT environments, and lead a team of technicians who rely on your expertise, we want to hear from you.

Job Type: Full-time

Pay: $50.00 per hour

Benefits:

• Paid time off

Work Location: In person