Senior Manager, IT Support

We are seeking a talented individual to join our IT Support Services team at Marsh. This role will be based in Toronto, ON.

Senior Manager, IT Support

We will count on you to:

• Lead and manage the regional IT/Technical Support organization, owning day-to-day operations, vendor relationships, and multi-channel support (on-site, phone, chat, email, virtual, proactive outreach) to meet business needs.

• Build and maintain strong stakeholder engagement—meeting regularly with office leadership and regional partners, escalating strategic issues, and representing the team in regional and global projects.

• Drive incident and service request resolution during major incidents, coordinate cross-functional remediation, and use the corporate incident management system to improve response times and customer satisfaction.

• Own regional budgeting, P&L variance analysis, approvals within budget, and local projects (moves, acquisitions, compliance reviews) to deliver cost-effective, resilient services.

What you need to have:

• Proven experience managing technical support or IT operations teams (including outsourced/vendor teams) within a regional or multi-site environment.

• Strong stakeholder and vendor management skills, with a track record of escalating appropriately and resolving high-impact incidents.

• Solid financial acumen—experience with regional budgets, expense forecasting, and spend approvals.

• Excellent people leadership skills: coaching, performance management, conducting 1:1s, and developing high-performing teams within defined HR frameworks.

What makes you stand out:

• Experience with agile support workflows and multi-channel service delivery models across lines of business.

• Familiarity with regulatory compliance, business continuity requirements, and IT industry best practices for risk reduction.

• Background in driving process improvements, change initiatives, and participating in national/global projects.

• Willingness to travel as required and a demonstrated commitment to diversity, inclusion, and positive customer relations.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.

• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.

• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Marsh will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual’s particular restrictions and limitations. If you require a specific accommodation because of a disability or medical need, please contact View email address on careers.marsh.com.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

The applicable base salary range for this role is $88,600 to $132,900.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, retirement programs as well as employee assistance programs.

This is a Replacement position.