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Senior Manager IM/IT Support Services

Canadian Forces Morale and Welfare Services - CFMWS

This is a Contract position in Ottawa, ON posted May 11, 2022.


The Canadian Forces Morale and Welfare Services’ (CFMWS) supports the Canadian Armed Forces members and their families wherever they are in the world through the provision of fitness, recreation and leisure activities, family and charitable support, retail as well as personal financial services. We offer our employees the opportunity to work with a purpose every day in an inclusive, healthy, respectful and rewarding work environment.

CFMWS’ Information Services division provides a complete range of information management/information technology services in support of the delivery of CFMWS programs and services. It is a critical enabler in CFMWS operations nationally and at Bases, Wings and Units across Canada.


The Senior Manager, IM/IT Support Services plans, coordinates and manages the day-to-day support related activities for the Organization, related services supporting administrative and mission critical systems. They establish and monitor service desk Standard Operating Procedures (SOPs) and ensure that they are documented, audited and improved. They evaluate service desk performance to ensure client satisfaction, quality and early issue resolution, while ensuring that the team’s key service level agreements and KPIs are achieved. They manage the incident management processes ITIL based on Information Technology Service Management (ITSM) lifecycle pertaining to incident and service request management and participate in developing the service strategy for services in the support/operations services group.


Education, Certifications and Licenses

College diploma or certificate in Information Technology, Computer Science, or in a related field AND several years of management experience in IM/IT service delivery or a related field


Information Technology Infrastructure Library (ITIL) Certification, an asset


In service desk and desktop administration

In incident, service request, problem, and change management

In cyber, network and system infrastructure support

In Key Performance Indicator (KPI), Service Level Agreement (SLA), and metrics reporting

In preparing reports and summaries and presenting findings to senior management

In strategic planning

In supporting project management office

In personnel administration

In negotiating contracts and SLA)

In vendor management

Competencies, Skills and Abilities

Client focus, organizational knowledge, communication, innovation, teamwork and leadership.


English or French Essential, Bilingual an asset

Reading: Advanced

Writing: Functional

Oral: Advanced


Health Benefits: Drug coverage, travel insurance, dental, vision, life insurance, disability insurance and accidental death and dismemberment coverage.

Work Life Balance: A wide range of paid/unpaid leave, including paid vacation, family related leave and personal days.

Retirement Planning: A Defined Benefit Pension Plan and Group Savings Plans.

Learning and Development: Tuition Assistance Program and Advanced Learning Program, payment of professional association memberships, online learning opportunities and second language training.

Perks: Discounts through CFAppreciation.


  • The selection process will be done virtually.
  • This position has an assigned location and may allow flexible work options such as remote or hybrid work but the employee must be able to report to the assigned work location at their own cost if required. Remote work may be required depending on health and safety considerations.


06 June 2022


CFMWS is committed to providing an inclusive, equitable and accessible environment, where all employees feel valued, respected and supported. We welcome applications from all qualified candidates who can help us build a workforce that reflects the diversity of the communities in which we live. Accommodations are available to all candidates identifying a need during all or any parts of the selection process.


Salary: 97900-122420