About the role

Lead Caseware’s global IT function from Toronto, managing a hybrid IT environment with a collaborative team. Oversee modernization, IT operations, and drive AI initiatives for fintech applications.

Responsibilities

Lead Caseware’s global IT function across service desk, ITSM, infrastructure, cloud, and operations
Own the IT roadmap, including modernization, service delivery, operational resilience, and global scalability
Manage and develop IT leads and technical teams across multiple functional areas
Provide technical leadership across AWS, Azure, VMware, Hyper V, Cisco UCS, HCI, networking, and enterprise systems
Oversee escalated incidents, root cause analysis, problem management, and major service disruptions
Improve service desk performance, ticket resolution, ITSM processes, asset management, and employee support
Partner with Security, Engineering, Product, Finance, People, and business leaders to ensure IT supports company growth
Drive automation, process improvements, vendor management, cost optimization, and platform consolidation
Ensure IT operations align with security, privacy, compliance, and audit requirements
Introduce practical AI and automation into IT operations to improve efficiency, support quality, and employee experience
Identify opportunities to use AI across service desk, ticket routing, knowledge management, infrastructure operations, and reporting
Evaluate AI enabled tools that improve response times, reduce manual work, and help IT scale globally
Partner with Security and Compliance to ensure responsible AI use, data protection, and proper governance
Separate useful AI capabilities from hype, with a focus on measurable business value

Experience leading IT, infrastructure, service desk, ITSM, or technology operations teams in a global or multi site environment
Strong hands on technical background across hybrid enterprise IT environments
Experience with AWS, Azure, VMware, Hyper V, Cisco UCS, HCI, networking, and enterprise systems
Strong understanding of ITSM, incident management, change management, problem management, and service delivery
Experience managing technical leads, engineers, infrastructure teams, or service desk teams
Ability to operate at both strategic and hands on levels
Experience modernizing infrastructure, improving IT operations, and scaling technology services
Strong communication, vendor management, stakeholder management, and decision making skills
Experience with automation, AI enabled tools, or workflow improvements within IT operations
Experience in SaaS, fintech, software, audit, accounting, or regulated technology environments
Experience supporting global offices and distributed teams
Familiarity with ITIL, SOC 2, ISO, COBIT, or related operational frameworks
Experience with endpoint management, identity, collaboration tools, and enterprise productivity platforms.

Innovation is at our core. We work with cutting-edge technology in accounting and financial reporting, constantly pushing the boundaries to create impactful software solutions.
We are committed to a collaborative culture, where your ideas are valued, and knowledge sharing is encouraged within a supportive, inclusive team.
Work-life balance is important to us. We offer flexible work options, remote opportunities, and generous time-off policies to ensure a healthy work-life balance.
We offer competitive compensation, including a competitive salary and comprehensive benefits such as health insurance and retirement plans.
We are driven by impactful work. Your contributions directly affect how our clients manage financial processes and drive their success.
Recognition and rewards matter to us. We celebrate hard work through recognition programs, performance bonuses, and opportunities for career growth.
We embrace global opportunities. Work on international projects and collaborate with a diverse, global team.