IT Manager

Be a part of our company’s startup-to-scaleup journey when you join as our IT Manager, leading the IT function in a remote-first work environment.

This role serves two primary functions:

You’ll be our service desk and technical support, supporting a distributed team of 125+ employees across North America, the U.K., and Australia. You'll also maintain our IT infrastructure and spearhead IT-related projects that enable us to operate a rapidly growing business.

You will start as an individual contributor and have the opportunity to progress your career toward people management.

The annual pay is between 90K and 100K, and you have access to performance—and promotion-based salary increases.

You can work remotely from anywhere in Canada.

Imagine a world powered by everyone’s full potential, where people are empowered and enabled to grow and thrive. 

At Acuity Insights, this is the future we envision and strive to build. 

With our product, Casper, we are working to ensure everyone has fair access to higher education made possible by holistic admission processes that recognize applicants' full potential, shaped by lived experiences, cultural influences, values, traits, and soft skills.

With our products, One45 & Analytics, we deliver technology that enables education programs to streamline and optimize complex operations needed to successfully train and graduate the world’s future doctors, nurses, and other healthcare professionals.

Acuity Insights is at a new growth stage. Our roots are planted firmly in health and medical education, but we are expanding into engineering education, business schools, and other professional disciplines. We also continue to evolve and innovate around our market-leading solutions to enable more holistic success for students and education programs. 

As Acuity Insight’s IT Manager, you will take over the ownership and management of an IT function with a solid foundation in place.

It’s a hands-on and multifaceted role. To start, you’ll operate independently as a team of one, reporting to our Director of Engineering. In addition to providing technical support and managing our service desk, you will explore, identify, and address IT-related challenges and opportunities that will enable our company to scale. 

When you join, you have the chance to support our transition from RingCentral to Zoom for our VoIP phone system and also take on the implementation and integration of Trelica in collaboration with our Finance team to help us gain better visibility and control over our SaaS usage and spending. 

Here’s what else you get to:    

Provide Service Desk & Technical Support 

• Pre-board, onboard, offboard and train employees on hardware and software.
• Monitor and respond to service desk requests from active employees across all levels and geographies, providing front-line technical support for desktops, laptops, operating systems, and company applications and IT services.
• Detect and implement solutions for systematic IT-related issues.
• Develop and maintain internal knowledge bases, procedural documentation, user guides and IT best practices. 
• Support our infrastructure technology, including tools like Trelica for onboarding and offboarding employees, Google Workspace, Atlassian, and Miro for productivity and collaboration, Slack and Zoom for live asynchronous and live communication, 1Password, Okta, KnowBe4, and TunnelBear for security and identity management, and Apple Business Manager and Mosyle for device management. 

Lead IT Projects

• Lead full-scale IT projects from idea to completion, from planning and implementation to testing, and from launch and deployment to evaluation and review. 
• Define project scope, goals, and deliverables in collaboration with leaders and input from impacted team members across teams, functions and levels. 
• Develop project plans that include resource requirements, timelines and milestones, identifying risk and dependencies, mitigation strategies and contingency plans, and company-wide communication plans.
• Set and manage delivery expectations with leaders and project partners, navigate scope changes, and analyze and communicate status reports.

Procure Technology and Manage Assets & Applications

• Identify new hardware and software needs and research, select, configure, and implement solutions.
• Maintain our asset management system, covering new equipment purchases, disposals, deployment status, user assignments, and procurement information.
• Maintain a supplies inventory that enables easy audits and reporting.  
• Manage the computer refresh cycle.
• Lead SaaS application management, collaborating with the Finance team to monitor usage and spending.
• Build and maintain relationships with external partners, including our third-party laptop provider, who you rely on to support IT-related activities.

Lead the IT Function 

• Recommend, champion, and drive change that helps create scalable business processes, improves IT governance, and introduces operational efficiencies and opportunities to reduce IT-related costs.
• Develop IT policies, technical strategies, and procedures that support company and departmental standards and comply with regulations.  
• Collaborate with our security officer and other team members to mitigate and respond to security and compliance threats and risks within our internal technology infrastructure, and be part of the SOC2 compliance team that ensures appropriate controls are in place and demonstrated to auditors. 
• Partner with People & Culture to build and manage IT processes and services that are employee-focused, aligned with company values and contribute to a positive employee experience.
• Participate in quarterly planning to set goals and priorities for the IT function.
• Prepare IT-related announcements and present details on changes at company-wide meetings. 
• Provide training and enablement sessions to employees when needed.   

You’ll know you are meeting performance expectations in the role and thriving at Acuity Insights when:

• Team members are set up for success with their equipment and software needs - efficiently and on time. 
• Internal technology infrastructure is considered secure and compliant with regulations. 
• You provide timely response and resolution to employees' IT service requests.

• You contribute ideas, innovations, and process improvements that make our business platform and operations measurably more efficient and cost-effective.
• You positively impact team members organization-wide and are visibly recognized for your contributions with virtual tacos, cheers, and other callouts.

• Are a service-oriented IT professional with expertise in supporting an entirely remote workforce and distributed team members, helping employees through pre-boarding, facilitating onboarding and training, and support through active employment and offboarding phases. 
• Have initiated and led full-scale IT projects from start to completion, like procuring and implementing new tools that improved technology infrastructure and security like implementing mobile device management or establishing a SaaS approval process that eliminated duplicate subscriptions and produced cost savings. 
• Worked in both Mac and PC environments and maintained operations of common workplace applications like Google Workspace, Slack and Zoom. 
• Bring asset management experience, and have procured and managed the lifecycle of laptops and other IT equipment.
• Have built and maintained healthy relationships with vendors and third-party service providers. 
• Lead with empathy and compassion when providing employee support, navigating different levels of technical knowledge and human emotions with tact, discretion and integrity. 
• Are self-directed, enjoy autonomous work, and are capable of independent decision-making. 
• Are curious and committed to learning about emerging technologies and trends, including AI and impacts and applications at work. 

• Caring toward people. You take time to listen and understand, and encourage and support. You don’t hesitate to provide constructive feedback and enjoy sharing your knowledge and advice to help others learn and grow.
• Curious by nature and open to possibilities and different viewpoints. You like exploring, experimenting, asking questions, listening, and learning from other people’s perspectives. 
• Driven to problem-solve independently and with team members and other partners, continuously seeking to grow your knowledge and improve your skills and practices. 
• Resilient and adaptable, you welcome and embrace the change necessary to scale a company successfully. 
• Self-aware, with a clear understanding of your strengths and areas for growth, enabling continuous personal and professional development.
• Motivated by purposeful work that aligns with your values and interests and has a meaningful impact. 

We review every application. We consider your professional experiences, how you applied your hard skills and made an impact in previous roles, and the values and soft skills you communicate in your application.

To ensure a fair process, you will receive equal consideration whether you apply, get introduced as a referral, or directly contact the manager or recruiter for this role.

Applicants who do not live in Canada and have a work permit will automatically be screened out.

We have designed our interview process to be a two-way discovery and create space for meaningful conversations.

We want to get to know you personally and professionally, understand your career journey and experiences, relevant skills,  professional interests, and priorities and assess for alignment with what we can offer you and our business needs. 

We also want you to have the information you need to make an informed decision about this opportunity.  That’s why we encourage you to stay curious and ask questions every step of the way. 

Here are the steps you can expect:

• Application Review.  A human (not AI) reviews your application for potential and fit.
• Intro Chat with the Recruiter. Have a 60-minute phone call during which you get to share your professional journey and interests and learn in-depth about the company, culture, team, and compensation. 
• Meet the Manager. Spend up to 60 minutes on a video call with your potential future manager to discuss your relevant work experiences and learn in-depth about the day-to-day of the team and role. 
• Prepare a Case Study. Prepare a case study on an IT-related problem you have solved. 
• Meet the Team & Present the Case Study. Present your case study to a team of 3-4 future peers and collaborators, followed by 1-1 conversations with each team member to learn more about life at Acuity Insights. 
• Wait For a Decision.The Hiring Manager consolidates and evaluates feedback from the team to make a hiring decision. This typically takes 2-4 days.
• Reference Check & Receive an Offer. If we find a mutual fit, we'll invite you to an offer conversation. The offer is contingent on completing a reference check. 

• Flexible and remote work. Enjoy the freedom to work from anywhere within Canada, work from abroad for up to 6 weeks per year, and configure your schedule and work hours to best suit your life. 
• Fair pay. Get paid fairly for your work with a salary aligned to your role, skill level, and job responsibilities, informed by internal pay equity and market data.   
• Investment in your growth. Access a $3,000 yearly budget for professional and personal development.
• Prioritized rest and time off. Enjoy two weeks of disconnected vacation at year-end, self-directed vacation, extra Fridays off throughout the year, and support for medical, family, or mental health needs without financial worry.
• Company equity. Become a partial owner of Acuity Insights when you join, sharing in long-term value creation and financial success through our employee stock option plan.
• Save for retirement. Join our GRSP matching program through Wealthsimple. We match contributions up to 2% of your salary. 
• Support for health & wellness. Access comprehensive health benefits for yourself and your dependents through Equitable Life of Canada from Day 1 of your employment. 
• Growing your family. Take parental leave, regardless of your role in expanding your family, and receive a top-up for 16 weeks beyond EI benefits.

Acuity Insights is a Canadian company founded in 2014.

Our market-leading solutions focus on increasing access and opportunities for individuals to pursue higher education and ensuring the holistic success of both students and education programs.

Behind Acuity Insights, you'll find a team of 125+ caring, curious, and driven individuals collaborating remotely across Canada and some international locations.

We are dedicated to fostering a working environment where everyone feels respected, valued, and well-supported. We’ve designed our policies and processes to create a sense of community and belonging, promote equity, embrace diversity, and champion inclusion so that every individual can grow and thrive.

Our team's diversity, including the presence and representation of a wide range of identities, backgrounds, and perspectives, is a strength. We know it fuels our ability to innovate and helps us build and evolve our market-leading products. It also contributes to a healthier work environment and enables us to operate a sustainable and capable organization to deliver the business outcomes we want.

We encourage individuals from non-traditional backgrounds or historically marginalized and underrepresented groups to explore and apply to this role.

Thanks for considering Acuity Insights as your next employer!

Acuity Insights is a purpose-led company on a mission to create a world served by exceptional professionals. We help schools select, nurture and graduate the most well-rounded students with technical and social skills, ensuring that when they enter the workplace as physicians, teachers, or any other professional, they are equipped to serve our communities with social intelligence and cultural competency.