Application Support Manager jobs in Toronto, ON

City Division: Technology Services

Job Type & Duration: Permanent Full Time

Salary: $144,591 - $196,565

Shift Information: Monday to Friday, 35 Hours per Week

Number of Positions Open: 1

The City of Toronto is North America's fourth largest city and Canada's fourth largest government. Its population is highly diverse and multicultural. The City also has several agencies and corporations, including the Toronto Police Service, Toronto Public Library, and the Toronto Transit Commission, which comprise the broader municipal organization.

Consistently ranked one of the world's most livable cities, Toronto is home to more than 2.9 million people whose diversity and experiences make this great city Canada's leading economic engine and one of the world's most diverse and livable cities.

Toronto is a global technology, finance, film, music, culture, and innovation leader. It consistently ranks at the top of international rankings due to investments its government, residents, and businesses championed. In its pursuit of modernizing City services through strategic investment, digital transformation, and a culture of innovation, the Technology Services Division collaborates with all City Divisions, agencies, boards, and corporations to deliver client-centric business solutions and secure, reliable IT infrastructure.

Embarking on a transformative journey, the Technology Services Division is reshaping its culture and service delivery approach, focusing on four key priorities:

1. Build Resilient Foundations: Establish a robust, reliable, and secure technology infrastructure.

2. Deliver User-Centric Solutions: Provide enterprise-grade modern solutions focusing on user experience.

3. Harness Data Power: Utilize data to drive operational processes and informed decision-making Citywide.

4. Empower Stakeholders: Engage and empower stakeholders to foster a culture of agility and innovation.

As the Manager, Telecommunication & Collaboration Services, you are accountable for both the strategic delivery and the day-to-day reliability of Enterprise Telephony, Contact Centre, Collaboration, AV/Event, including high visibility, mission critical operations such as Elections and Council/Committee sessions. The role requires leading modernization while maintaining uninterrupted service continuity.

Specifically, you will provide leadership in the areas of:

Telecommunication & Collaboration Modernization
Modernization and evolution of telecommunication and collaboration services while operating a dual mandate (run + change): stabilize and improve current platforms (including legacy contact centre/voice environments) and deliver a measurable modernization roadmap with clear risk controls, service readiness, and transition plans.

Requirements & Expectation Management
Partner with Divisions to lead early requirements gathering, clarify service expectations, and translate needs into supportable, well-resourced service models (including feasibility, risk, operational readiness, and RFx inputs).

24/7/365 Operational Accountability
Provide technical and team leadership in the 24/7/365 support of enterprise telecommunications, contact centre and collaboration technologies, with explicit accountability for incident response, escalation management, and service recovery during critical events.

Expand scope and readiness for AV / Hybrid Events
Lead the support and modernization of legislated space AV and hybrid meeting technology, including Council/Committee operations and Elections related event readiness, ensuring standardized room baselines, runbooks, and a defined operational cadence.

High Impact Event Resource Planning
Plan, assign, and coordinate resources (training, on-site support, after-hours and overtime coverage) for Elections, Council/Committee operations, and other high impact events; ensure requirements, timelines, and roles are confirmed early to enable proper resourcing and risk mitigation.

What you bring to the role:

1. Extensive experience in a leadership role in technology; specifically, leading and managing enterprise-wide telecommunication and collaboration tools and strategies.

2. Considerable experience managing and providing subject matter expertise on highly complex systems, applications, and architecture design and development for critical services that are cost-effective.

3. Demonstrated depth in enterprise telephony and contact centre platforms (including UCCE-based environments) and their operational support models.

4. Proven ability to lead modernization while maintaining service continuity (dual run / transition management).

5. Strong requirements discipline and stakeholder expectation management to prevent under scoped and under resourced commitments.

6. Experience delivering high visibility, time sensitive operational events (e.g., Elections and legislative meeting support) with clear readiness planning considered an asset.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City's commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).

Work Location: Hybrid remote in Toronto, ON