Manager, IT & Managed Services

Job Summary:The Manager, IT Managed Services leads Andar Software's IT Managed Services team and owns the reliability, security, and growth of our infrastructure — both the Private Cloud environment that runs our internal systems and the Cloud Hosting & IT Managed Services we deliver to customers across Canada and the United States.Job Description:Job Description: Manager, IT Managed Services (North America-Remote)Annual Salary range: $110,000.00 - $125,000.00Who We AreAndar Software's story began more than 40 years ago when two individuals came together to develop Andar/360, a solution made specifically for the multi-faceted non-profit sector. In 2016, Andar Software joined Constellation Software Inc., within the Volaris Group vertical, and expanded its portfolio to include Cloud Hosting & IT Managed Services.About the RoleThe Manager, IT Managed Services leads Andar Software's IT Managed Services team and owns the reliability, security, and growth of our infrastructure — both the Private Cloud environment that runs our internal systems and the Cloud Hosting & IT Managed Services we deliver to customers across Canada and the United States.This is a hands-on, player-coach role: you will lead and grow a small team of systems/DevOps engineers while staying close to the infrastructure itself. A flagship initiative for this role is directing Andar's migration off its own private hosting infrastructure onto AWS, and building the team and processes needed to support that platform as the company scales — including the infrastructure needed to support Andar's growing AI capabilities.Reporting to the Director, Software Engineering & AI, you will partner closely with the Governance, Risk & Compliance team on security and compliance requirements, and with Product Development on the roadmap for infrastructure that supports our software — including AI-powered features.Strong leadership, technical depth, and communication skills are essential — you'll be equally comfortable setting technical direction, coaching engineers, and rolling up your sleeves when needed.Key ResponsibilitiesTeam Leadership & GrowthLead, coach, and grow a team of systems/DevOps engineers, including hiring as the team scales with company growth.Set clear priorities, career development plans, and performance expectations for direct reports.Foster a culture of accountability, continuous improvement, and operational excellence.Cloud Strategy & Infrastructure ModernizationOwn the strategy and execution of migrating Andar's Private Cloud infrastructure (25+ servers on Proxmox VE) to AWS, including planning, sequencing, cost modeling, and risk management.Direct the administration, optimization, and lifecycle management of infrastructure during and after the transition (provisioning, patching, capacity planning, decommissioning).Define target-state cloud architecture, balancing scalability, performance, security, and cost.Champion infrastructure-as-code and automation (Terraform, Ansible, Docker, Kubernetes) to modernize provisioning and deployment practices.Partner with the Director, Software Engineering & AI to plan and provision infrastructure supporting Andar's growing AI/ML capabilities (e.g., GPU-backed compute, vector databases, model-serving endpoints).Evaluate and adopt AI-assisted operations tooling (AIOps monitoring, anomaly detection, AI coding/automation assistants) to improve infrastructure reliability and team velocity.Networking, Security & Compliance CoordinationOwn network infrastructure strategy: firewalls, VPNs, VLANs, DNS, DHCP.Ensure infrastructure security controls (access management, encryption, vulnerability management, patching) meet company and customer requirements.Partner with the Governance, Risk & Compliance team on audits, security reviews, and incident response (SIRT/SOC) — keeping infrastructure operations and compliance oversight appropriately separated.Internal IT OversightEnsure reliable Tier 1–3 IT support for Andar's internal staff (currently 30–40 people), including onboarding/offboarding, endpoint management, and M365/Azure administration.Oversee Active Directory, Windows Server, and related core infrastructure.Managed Services Delivery & Customer ExperienceOwn SLA performance and service quality for Cloud Hosting & IT Managed Services delivered to customers across Canada and the United States.Oversee multi-tenant customer environments and escalation handling across time zones.Drive continuous improvement in tooling (RMM, PSA/ticketing) and processes to scale service delivery efficiently.Define and track SRE practices and service reliability targets, including SLIs/SLOs, availability, performance, and error budgets.Establish proactive observability across infrastructure and hosted services, including monitoring, alerting, logging, and capacity/performance metrics.Lead operational incident management practices, including effective on-call/escalation processes, root-cause analysis, and post-incident improvements.Budget, Vendor & Cost ManagementOwn the IT infrastructure budget, including cloud/hosting spend, licensing, and vendor contracts.Negotiate and manage vendor relationships; identify cost-saving opportunities as the team migrates to AWS.Report on infrastructure costs, reliability metrics, and project status to the Director, Software Engineering & AI and senior leadership.What You BringRequiredBachelor's degree in Information Technology, Computer Science, or a related field — or equivalent work experience.7+ years of experience in infrastructure/systems engineering roles, including 2+ years in a formal people-management or team-lead capacity.Hands-on experience designing, implementing, and migrating cloud/virtualization platforms — direct experience migrating on-premises or private-cloud infrastructure to AWS strongly preferred.Strong knowledge of Windows Server administration, networking fundamentals, and enterprise backup/disaster recovery practices.Experience managing IT Managed Services or MSP-style service delivery, including SLA ownership.Hands-on experience applying SRE/DevOps practices to production operations, including observability, incident response, and reliability targets (SLIs/SLOs).Demonstrated ability to build, coach, and retain a technical team.Excellent communication skills, comfortable working cross-functionally with Product Development, Customer Success, and Governance, Risk & Compliance.Preferred (Nice to Have)Experience leading AWS migration projects specifically (lift-and-shift, re-architecture, or hybrid approaches).Experience in a Managed Services Provider (MSP) or multi-tenant hosting environment.Familiarity with containerization (Docker, Kubernetes) and infrastructure-as-code (Terraform, Ansible).Familiarity with AI/ML infrastructure needs — GPU-backed compute, vector databases, model-serving — and AWS AI/ML services (e.g., Bedrock, SageMaker), as Andar builds AI capabilities into its products.Experience using AI-assisted development/operations tools (e.g., GitHub Copilot, Claude Code) to improve engineering and operations velocity.Experience managing budgets, vendor contracts, and negotiations.Prior experience within a portfolio / multi-company environment (e.g., Constellation Software or similar) a plus.Knowledge of SOC 2 and/or ISO 27001 compliance frameworks and Linux.Certifications (a plus, not required)AWS Certified Solutions Architect or AWS Certified SysOps AdministratorMicrosoft Certified: Azure Administrator AssociateCertified Kubernetes Administrator (CKA)CompTIA Server+, Linux+, or Security+What You GetCompetitive compensation & benefits package with annual bonus and stock options.Thrive in a 100% Remote environment.Annual stipend for office-related expenses.Extensive learning & development programs and resources.Access to boundless knowledge, support, and best-practice sharing within the Constellation Software portfolio of companies.EAP (Employee Assistance Program), Educational Assistance, and Recognition Program.Worker Type:RegularNumber of Openings Available:1 #J-18808-Ljbffr