Job description
Caseware is one of Canada’s original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36,000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles!
We’re looking for a Senior Manager of IT to lead our global IT operations team. This role is critical in managing a growing and high-performing team, scaling modern infrastructure, and delivering exceptional end-user support across our offices. You’ll own core platforms like Azure, lead Service Desk operations, and support our hybrid work model through smart office technology, endpoint management, and vendor oversight. The ideal candidate has a strong technical background, excels in fast-paced environments, and is passionate about people leadership, automation, and service excellence.
Key Responsibilities
1. Team Leadership & People Development:
Manage and mentor a global team of IT professionals across service desk, infrastructure, and support roles.
Build a high-performance culture through coaching, career pathing, skills assessments, and performance management.
Champion a service-oriented mindset and hold the team accountable for SLAs, communication, and user satisfaction.
2. Azure & Infrastructure Ownership:
Lead and maintain Microsoft Azure environments, including identity (Azure AD), virtual infrastructure, and cloud resource management.
Optimize and manage Office 365, Intune, Defender for Endpoint, Exchange Online, and related M365 services.
Ensure uptime and performance of critical infrastructure, including office networks, AV systems, VPN, and Wi-Fi solutions.
Design and execute strategies for endpoint deployment, patching, compliance, and asset lifecycle management.
3. Service Desk Excellence:
Own the delivery, performance, and continuous improvement of the global Service Desk function in the Americas.
Implement ITSM best practices (e.g., ticket triage, escalation paths, knowledge base, metrics) and define SLAs.
Leverage ISTM tools (e.g., Jira Service Management, Freshservice) to improve efficiency, transparency, and feedback loops.
Ensure responsive, empathetic, and technically sound support across remote and onsite users.
4. Vendor & Procurement Management:
Lead IT procurement and vendor relationships, including contract negotiation, license management, and renewals.
Standardize hardware/software procurement processes and ensure alignment with budget and compliance goals.
Manage relationships with MSPs, ISPs, AV integrators, and equipment suppliers to ensure timely and cost-effective delivery.
5. Global Collaboration & Strategy Execution:
Partner with the UK-based EU IT Manager and global counterparts to align on tooling, policies, and standards.
Support enterprise-wide projects including security initiatives, compliance audits, and office expansion/relocations.
Provide regular updates and data-driven recommendations to leadership to inform long-term strategy.
Drive standardization and automation across regions while remaining adaptable to local needs.
6. Security Partnership:
Work closely with the Information Security team to implement technical controls and user training aligned with ISO 27001, SOC 2, and cyber hygiene goals.
Ensure patch compliance, MFA enforcement, privileged access monitoring, and vulnerability management at the endpoint and infrastructure level.
Respond to IT-related incidents and participate in root cause analysis, reporting, and remediation plans.
What You’ll Bring:
5+ years of IT experience, with at least 2+ years in a people management capacity.
Deep hands-on experience managing Azure, Microsoft 365, Intune, and Service Desk operations.
Previous experience with virtualization or containerization optimizing resources and applying best practices.
Proven experience leading distributed or hybrid teams in fast-paced environments.
Proven experience in leading infrastructure and cloud transformation.
Strong understanding of endpoint management, asset lifecycle, IT procurement, and office AV/networking.
Familiarity with ITIL or similar ITSM frameworks and experience improving ticket workflows and KPIs.
Exceptional interpersonal and communication skills with the ability to influence stakeholders across departments.
Proven track record of managing vendor relationships including price and feature negotiation.
Strong project management capabilities and ability to deliver IT initiatives on time and within scope.
Experience collaborating with global teams and aligning regional operations to global strategy.
Bonus: Experience with ISO 27001, SOC 2, or working in regulated or compliance-driven environments.
What’s in it for you:
▪️Innovation is at our core. We work with cutting-edge technology in accounting and financial reporting, constantly pushing the boundaries to create impactful software solutions.
▪️We are committed to a collaborative culture, where your ideas are valued, and knowledge sharing is encouraged within a supportive, inclusive team.
▪️Work-life balance is important to us. We offer flexible work options, remote opportunities, and generous time-off policies to ensure a healthy work-life balance.
▪️We offer competitive compensation, including a competitive salary and comprehensive benefits such as health insurance and retirement plans.
▪️We are driven by impactful work. Your contributions directly affect how our clients manage financial processes and drive their success.
▪️Recognition and rewards matter to us. We celebrate hard work through recognition programs, performance bonuses, and opportunities for career growth.
▪️We embrace global opportunities. Work on international projects and collaborate with a diverse, global team.
About Caseware:
Caseware’s cutting-edge software products are meticulously designed for accounting firms, corporations, and governments. Our teams are continually collaborating, innovating, and building upon our existing suite of products. With a customer-focused mindset, we are building technology that is shaping what the future of audits, financial reporting, and financial data analytics will look like.
With a recent strategic investment from Hg Capital in 2020, Caseware is now in its next major growth phase as we double down on the people and products that have made Caseware so successful to date.
One of Caseware’s core values is Many Voices, One Team and with that in mind, we’re dedicated to building teams as diverse as our customers in an equitable and inclusive way. We welcome and encourage candidates of all backgrounds to apply. Should you require accommodations or have any questions at any point during the application or interview process, please e-mail our People Operations team at [email protected].
Background Check:
Any candidates successful in obtaining an offer for a position will need to successfully complete a background check through Certn.co which typically includes an Identity Verification and Criminal Record Check. Executives and Senior Managers will undergo a Soft Credit Check as well. Candidates residing in the Netherlands and Germany are excluded from undergoing background checks via Certn.co
Security and Fraud:
Caseware takes the security of candidates seriously. All legitimate communication from us will come from email addresses ending in @caseware.com and our open positions are always listed on reputable job boards and on our website https://jobs.lever.co/caseware. We will NEVER ask for payment or financial information from you. If you receive an unsolicited job offer, proceed with extreme caution.
