Job Title: Manager, IT Support Services
Location: Mississauga
Employment Type: Full-time
Reason for Vacancy: Replacement
Work Arrangement: Hybrid
Department Name: Technical Writing and IT Support Services
Pay Typed: Salaried
Pay Range: $95,000-$110,000 Annually
Please note that this is a general posting range and offer range will be varied based on relevant experience, qualifications, skills required and location for this role.
About Us
Express Scripts Canada (ESC) is the leader in health benefits management. Serving over 12 million members, we help insurance carriers, third party administrators, and the public sector optimize the value of health benefits by linking the talent and professional expertise of our people with leading edge
information management systems and technology. Express Scripts Canada is a wholly owned subsidiary of Express Scripts, one of the largest pharmacy benefit management (PBM) companies in North America, part of The Cigna Group (NYSE: CI), a global health company. Together, we deliver innovative,
cost-effective solutions that improve access, affordability, and health outcomes for Canadians.
Job Summary
Express Scripts Canada is seeking a dynamic and people‑first Manager, IT Support Services to lead a centralized team delivering high‑quality Tier 1 and Tier 2 technical support across our Canadian organization. This role is responsible for shaping the end‑user support experience—spanning desktop, application, and service desk services—while driving operational excellence, service reliability, and continuous improvement. Reporting to the Senior Manager, you will lead IT support operations and incident management, ensuring alignment with ITSM/ITIL best practices, security standards, and business priorities. You’ll partner closely with internal stakeholders and U.S. counterparts to deliver consistent, modern end‑user technologies and an exceptional customer experience. This is a hands‑on leadership role for someone who thrives in fast‑paced environments, values accountability and collaboration, and is passionate about building strong teams and reliable services that enable the business to succeed.
Key Responsibilities:
Lead the delivery of Tier 1 and Tier 2 IT support services across all Canadian locations, including onboarding/offboarding, user administration, hardware/software provisioning, asset management, and mobile phone services.
Oversee daily IT support operations, including team scheduling, workflow allocation, and ensuring consistent coverage during business and after‑hours support windows.
Lead, coach, and develop IT Support team members through performance management, goal setting, skills development, and career progression.
Ensure effective execution of incident, service request, problem, and escalation management processes, meeting defined SLAs, KPIs, and customer service expectations.
Champion Major Incident Management, including rapid response, stakeholder communications, root cause analysis, and post‑incident improvements.
Produce, monitor, and analyze service metrics and trends to drive continuous improvement, automation, operational efficiency, and cost optimization.
Oversee end‑user computing services, including desktop and laptop support, peripheral and mobile devices, virtual desktop/remote access, and device lifecycle management.
Partner with Security teams to ensure devices are patched, compliant, and aligned with enterprise security standards and risk management practices.
Manage vendor and third‑party service provider relationships, ensuring service quality, contract compliance, and value delivery.
Support service transformation initiatives, technology upgrades, documentation improvements, financial processes (POs and invoicing), and special projects aligned with organizational priorities.
What We’re Looking For
Bachelor’s degree in Computer Science, IT, or equivalent professional experience
5+ years of management experience in an IT Support or Service Desk environment
ITIL v4 Foundation certification (or higher) with 3+ years of major incident management experience
Strong knowledge of enterprise IT systems, including Microsoft 365, Windows OS, Active Directory/Azure, end‑user computing, and virtual desktop technologies
Customer‑focused leader with strong communication skills across technical teams, stakeholders, and leadership
Proven ability to lead teams, make decisions, and prioritize effectively in fast‑paced, high‑pressure environments
(French is an asset)
Why Join Us
Competitive compensation, benefits and pension plan
Career development and advancement opportunities
A culture that celebrates innovation and collaboration
Flexible work options and wellness programs
Pre-Employment Requirements
All offers of employment are conditional upon the successful completion of reference checks and background verification in accordance with company policy. Within ESC, for certain positions, obtaining and maintaining a federal government security clearance is a bona fide occupational requirement. Candidates applying for such roles must meet all eligibility criteria for the applicable clearance level and consent to the security screening process as mandated by federal regulations. Failure to obtain or maintain the required clearance will result in withdrawal of the offer or termination of employment.
Our hiring process includes AI-powered tools to conduct video interviews, take notes and score candidates; however, all scores will be reviewed by hiring managers and our Talent team before making a decision.
NOTE: Internal candidates should apply before March 18, 2026.
Express Scripts Canada is a Cigna company
Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.
About Express Scripts Canada
Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy™ services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.
It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.
We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.
We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.
We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.
If you require accommodation in completing the online application process, please email: [email protected] Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.
