Manager, Information Technology

**Description**:
**Key Responsibilities**:
**Team & Leadership**
- Set performance goals, provide coaching, and conduct regular evaluations.
- Develop and maintain standard operating procedures and escalation paths.
- Participate in change management and incident response processes to reduce system downtime and disruptions.
- Create and maintain documentation, runbooks, FAQs, and knowledge base articles to empower self-service and training.

**Help Desk Operations**
- Oversee the day-to-day operation of the IT help desk, ensuring timely response to incidents, service requests, and end-user issues.
- Monitor and manage SLAs, KPIs, and user satisfaction metrics to continuously improve support delivery.
- Ensure 1st and 2nd level support coverage across time zones (if applicable).
- Develop knowledge base and documentation for efficient issue resolution and self-service.

**Application Support**
- Partner with engineering, DevOps, and third-party vendors for deeper issue troubleshooting and resolution.
- Maintain user access, licenses, and configurations for enterprise tools.

**IT Operations & Infrastructure**
- Collaborate with security, DevOps, and infrastructure teams to ensure device and system compliance.
- Lead the onboarding and support of new tools or systems (SaaS, enterprise apps, internal platforms).
- Support IT asset management, procurement, and lifecycle tracking.
- Participate in audits, access reviews, and compliance initiatives.
- Lead or assist in technology rollouts and change management initiatives.

**Continuous Improvement**
- Identify areas to automate or streamline IT processes.
- Evaluate and implement new tools, technologies, or best practices.
- Monitor trends and recommend enhancements to systems and service delivery.

**Skills, Knowledge and Expertise**:

- 5+ years of progressive experience in IT support, systems administration, or technical operations.
- 2+ years in a leadership or team lead role managing technical support personnel.
- Deep understanding of help desk operations and ITIL/ITSM best practices.
- Proficient with help desk platforms (e.g., Zendesk, Jira Service Management, ServiceNow, Sysaid).
- Experience with user support, endpoint management, and asset tracking tools.
- Familiarity with security and compliance standards.
- Familiarity with access management, SSO, ticketing systems, and remote support tools.
- Excellent leadership, communication, problem-solving skills and customer service skills.
- Ability to thrive in a fast-paced, collaborative, and remote-friendly environment.

**Nice to Have**
- Experience in a fintech or highly regulated environment.
- Exposure to cybersecurity tools or compliance frameworks (SOC 2, ISO 27001, etc.).
- Experience supporting remote and hybrid teams.

**About Embark Student Corp.**:
At Embark Student Corp. (“Embark”), we’re on a journey to create an entirely new student experience. One that is built on instilling confidence in students around the paths they are choosing and their ability and agency to achieve their goals for the future. As enablers and orchestrators of students’ success, we will create access, affordability and agency for students and their champions across our services and solutions. This will provide them with guidance and support in all aspects of planning and saving for post secondary education - giving them a future-ready advantage and help them thrive well past their educational journey.

Embark Corp. is cultivating an environment that enables growth, trust and pioneering. To help drive our transformation and growth, we are guided by the following strategic pillars:

- Elevate our Expertise in Education Savings & Planning
- Aspire to be Trusted and Easy to do Business with
- Put our Customers in the Center of Our Experience
- Partner to Drive Value, Scale and Reach

What makes us qualified to do this?
In business since 1965 and owned and operated by a not-for-profit organization, everything we do is in service to our students. We are a diverse and passionate community of experts that firmly believes in the benefits of education, priding ourselves on helping to shape their future and empowering them to reach their full potential.

As we move forward, we will leverage and build upon our unmatched expertise in the RESP space to propel both our students and our company forward, ensuring a better tomorrow. Our vision is set, our future is bright, and we’re just getting started.

We value each employee for their unique perspectives and experiences. If you are someone who has experience and skills similar to what we are looking for and is aligned with the culture and values, please consider applying

Work Model

We have adopted a hybrid model, leveraging the best of remote and in-person work. This work model however can differ depending on roles and leaders.

Equal Opportunity Employer
We at Embark Corp., are committed to fostering an inclusive, accessible environment, where all employees and customers feel va