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: Wednesday, May 6, 2026 @ 12:00 NOON
Starting Rate: $103,635 annually
Salary Range: $103,635 - $121,238 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.
