Job Overview
The Manager of Information Technology is responsible for the day-to-day management, delivery, and continuous improvement of technology services across the Family Office, Foundation, and residential property portfolio. This role oversees office technology operations, residential technology systems, audiovisual environments, end-user support services, technology vendors, and technology-related projects.
Reporting to the Director of Information Technology, the Manager translates strategic priorities into operational execution, ensuring technology services are secure, reliable, and delivered with a high-touch service mindset. The role serves as a key partner to executives, principals, family members, Estate Managers, and operating business stakeholders while leading technology initiatives and coordinating support resources across office and residential environments.
Key Responsibilities
Technology Operations & Service Delivery
- Lead the day-to-day delivery of technology services across office and residential environments.
- Establish and maintain service standards, support processes, escalation procedures, and operational best practices.
- Ensure timely resolution of technology issues while maintaining exceptional service levels.
- Act as the first escalation point for complex technology issues impacting employees, principals, family members, guests, and household staff.
- Monitor service performance and identify opportunities to improve user experience, efficiency, and reliability.
- Promote a culture of hospitality, responsiveness, accountability, and continuous improvement.
Infrastructure & Enterprise Systems
- Oversee the administration and support of core technology platforms, including Microsoft 365, endpoint management tools, and collaboration platforms.
- Coordinate infrastructure maintenance, system upgrades, patching, monitoring, and lifecycle management activities.
- Ensure office and residential technology environments remain secure, stable, and appropriately supported.
- Maintain technology documentation, standards, inventories, and operational procedures.
- Partner with the Director of IT on infrastructure improvements, modernization initiatives, and technology roadmaps.
- Support business continuity and disaster recovery planning and testing activities.
Residential Technology & Property Systems
- Oversee technology operations across the residential property portfolio.
- Provide operational leadership to residential technology resources, including coordination of dedicated IT/AV Specialists at residential properties.
- Establish standards and support processes for residential technology systems, including smart home technologies, audiovisual systems, security systems, access control platforms, and network infrastructure.
- Partner with Estate Managers and property leadership teams to prioritize technology needs and enhancements.
- Coordinate technology requirements for new properties, renovations, special projects, and family initiatives.
- Ensure a seamless technology experience for family members, guests, and household staff.
Audio Visual & Event Technology
- Oversee the operation, maintenance, and enhancement of audiovisual technologies across office and residential environments.
- Support technology requirements for meetings, events, presentations, and special functions.
- Ensure conference rooms, entertainment systems, and collaboration technologies operate effectively and reliably.
- Coordinate temporary technology deployments and event-related technology support.
Security & Risk Management
- Support the implementation of cybersecurity controls, standards, and best practices established by the IT function.
- Oversee identity and access management processes, endpoint security practices, and technology-related risk mitigation activities.
- Coordinate technology security awareness initiatives for employees, family members, and household staff.
- Ensure residential security technology platforms, including surveillance, intercom, and access control systems, are properly maintained and supported.
- Escalate technology risks, vulnerabilities, and incidents appropriately.
Vendor & Project Management
- Lead relationships with technology vendors, managed service providers, consultants, contractors, and integrators.
- Manage technology-related service agreements, support contracts, warranties, and maintenance programs.
- Coordinate vendor performance, service delivery, and issue resolution.
- Under the direction of the Director of IT, Lead technology projects from planning through implementation, ensuring alignment with timelines, budgets, and stakeholder expectations.
- Develop project plans, monitor progress, and provide regular updates to stakeholders and leadership.
- Support annual budgeting and forecasting processes by identifying technology needs and investment priorities.
Leadership & Team Development
- Provide leadership, coaching, and guidance to office-based technology resources.
- Coordinate work activities and support coverage across office and residential technology teams.
- Foster collaboration between Family Office technology resources, operating business IT teams, Estate Managers, and residential operations teams.
- Support recruitment, onboarding, training, and development of technology team members.
- Build strong relationships across the organization and serve as a trusted partner to business and residential stakeholders.
AI & Emerging Technology Competencies
- Practical experience using modern AI platforms such as Microsoft Copilot, ChatGPT Enterprise, Claude, or equivalent enterprise AI solutions.
- Ability to identify business processes that can benefit from AI automation while maintaining appropriate human oversight.
- Experience developing AI-assisted workflows that improve productivity across business functions including administration, finance, HR, operations, executive support, and IT.
- Ability to evaluate emerging AI technologies, vendors, and solutions, making recommendations based on business objectives and security.
Qualifications
- Bachelor's degree or diploma in Information Technology, Computer Science, Information Systems, or a related field.
- 8+ years of progressive experience in IT operations, systems administration, infrastructure support, or technology service delivery.
- 4+ years of leadership experience managing employees, vendors, projects, or technology operations.
- Experience supporting executives, family offices, private residences, hospitality environments, or other high-service organizations is strongly preferred.
- Experience overseeing both corporate and residential technology environments is considered a strong asset.
- Experience administering Microsoft 365, endpoint management platforms, and collaboration technologies.
- Strong understanding of networking, wireless infrastructure, endpoint management, cybersecurity fundamentals, and cloud-based technologies.
- Familiarity with residential technology platforms including Lutron, Crestron, and similar systems.
- Knowledge of audiovisual technologies, conferencing platforms, and event technology support.
- Understanding of technology governance, vendor management, project management, and operational service delivery.
- Strong people leadership, coaching, and relationship management skills.
- Excellent project management and organizational abilities.
- Strong customer service orientation with a white-glove service mindset.
- Exceptional communication skills and ability to engage effectively with technical and non-technical stakeholders.
- Demonstrated professionalism, discretion, and sound judgment.
- Ability to manage multiple priorities in a dynamic and service-oriented environment.
The expected base salary range for this position is $120,000 - $140,000. Actual pay may vary depending on your job-related knowledge, competencies, and skills. We recognize that exceptional situations may fall outside this range, and we encourage all interested candidates to apply. This position is also eligible for an annual bonus payment.
Pay: $120,000.00-$140,000.00 per year
Benefits:
- Dental care
- Employee assistance program
- Paid time off
- RRSP match
- Wellness program
- Work from home
Work Location: In person
