The District Municipality of Muskoka is currently recruiting for a

Manager, Information Technology Service

Delivery and End-User Experience

Posting Date: Wednesday, April 22, 2026

Closing Date: Open until filled

Starting Rate: $101,107 annually

Salary Range: $101,107 - $118,281 annually

Hours of Work: 37.5 hours per week

Classification: Management Class M3

Status: Permanent full-time

This job posting is for an existing vacancy.

The District:
Muskoka is a great place to live and play, and the District is a four-season municipality passionate about

protecting, servicing and caring for this community. We have opportunities that will allow you to learn, grow and

build your career amongst other ambitious leaders and innovators. We offer a competitive compensation

package and are committed to promoting diversity, accessibility and inclusion. It’s what we do!

The Opportunity:
The Manager, IT Service Delivery and End-User Experience will be reporting to the Director, Information

Technology Services. The Manager, Information Technology Service Delivery, End-User Experience is

responsible for delivering reliable, customer-focused IT services across the District Municipality, continuously

improving end-user processes, satisfaction, and governance.

This role leads the day-to-day operation and maturation of IT service delivery (service desk, deskside support ,

device lifecycle, and information technology service management practices), drives measurable end-user

experience improvements through process redesign, enablement and services to effectively support municipal

operations (e.g., public works, planning, emergency management, asset management, and open data

initiatives); and align with municipal policy, cybersecurity requirements, privacy/accessibility obligations, and

organizational priorities.

What you will do:
• Lead IT service desk and end-user support functions (onsite and remote), ensuring consistency with

service standards.

• Develop and manage service management practices (e.g., Incident, Request, Problem, Change,

Knowledge, Asset/Configuration Management Database (CMDB).

• Manage and develop employees in a manner consistent with District values, policies and procedures,

including selection, work schedule, training and performance evaluation.

• Define and report on service performance metrics (e.g., SLA/OLA targets, first-contact resolution, backlog

health, mean time to restore, customer satisfaction).

• Develop and maintain the service catalogue (e.g., approved software, hardware etc.) and request

workflows in alignment with digital transformation strategies.

• Manage the end-user device lifecycle (e.g., standards, procurement, imaging/configuration, patching

coordination, warranty/repairs, refresh planning) in alignment with security standards.

• Coordinate support escalation leveraging both internal and vendor services for workplace technologies

(e.g., M365, endpoint management, telephony, printing, collaboration tools).

• In partnership with departments identify technology, service and process opportunities to enhance staff

productivity and service delivery.

• Develop user enablement strategies (e.g., training, job aids, knowledge articles, and change

communications) and end-user experience roadmaps.

• Develop and maintain standards to ensure solutions and service delivery practices align with relevant

legislation (e.g., MFIPPA, AODA); best practice (e.g., cybersecurity standards, ITIL service management

standards).

• Recommend risk management strategies concerning technology, vendors and service continuity.

• Manage assigned operating and project budgets; contribute to and prepare business cases and

prioritization for service improvements.

• Support procurement planning and contract management.

What you will need:
• Graduate of a three (3) year college program in Information Technology, Computer Science, or a related

field (or equivalent experience).

• Continuous improvement certification (e.g., Six Sigma, Lean etc.)

• Project Management Professional Certification considered an asset.

• Minimum of 5 years in IT operations/service delivery and end-user support, including 3 years in a

supervisory/management capacity.

• Strong working knowledge of:

• IT service desk operations, endpoint/device management concepts, and ITIL-aligned processes

• Microsoft 365 workplace services (Teams/SharePoint/Exchange) and identity/access fundamentals

• Strong written communication to create and maintain internal process documentation, user and

departmental resources, dashboards and reports.

• Strong oral communication, negotiation and conflict resolution skills.

• Highly developed interpersonal, collaboration and team skills to lead and/or participate on multi-disciplinary

teams and cross-functional processes and projects.

• AMCTO Municipal Administration Program (MAP) Training

• ITIL 4 Foundation (or equivalent ITSM training)

• Experience with public sector privacy/security practices and service continuity planning

• Change Management Training considered an asset.

What we are offering:
The District is proud to offer the following benefits with this job:

• Health benefits

• Paid vacation

• Paid leaves

• OMERS pension

• Work-life flexibility

• Perks and discounts

• Wellness programs

• Fostering and fun environment

• Professional development and education opportunities

• Pay range progression based on length of time in the job and satisfactory performance

The Next Step
If you have the necessary skills, experience and qualifications, and can support our vision and values (RISE:

Respect, Innovation, Service and Equity), submit your application using the apply now link below.

APPLY NOW or visit our careers page for other opportunities.

The District of Muskoka is an equal opportunity employer and values diversity in our workforce, encouraging applications from all

qualified individuals. Our organization is committed to providing persons with disabilities with equal opportunities and standards of

goods and services, and we are compliant with the Accessibility for Ontarians with Disabilities Act. If you require disability related

accommodation to participate in the recruitment process, please advise the Human Resources department as soon as possible.

Accommodation may be provided in all steps of the hiring process. Any questions regarding this posting should be directed to the

Human Resources Department.