We’re looking for a hands-on, operationally focused Manager, IT Operations & Support to join our Technology Services team within our Winnipeg office.

This is a highly visible role where you’ll shape how end-user services, service desk operations, and plant-facing IT support are delivered across the organization. You’ll play a key part in improving operational maturity, supporting critical business initiatives, and building scalable support models as the organization grows.

Who We Are

Experience the forefront of innovation with Pollard Digital Solutions a division of Pollard Banknote, where we lead the charge in revolutionizing digital solutions for state lotteries. From groundbreaking initiatives like iLottery to crafting immersive player experiences that champion noble causes globally, our team's innovative spirit is driving impactful changes in the industry. Join us in this exhilarating journey, where every contribution makes a difference in shaping the future of lottery gaming.

What We Offer

Competitive compensation Profit sharing program – every role plays a part in our success! Company pension Comprehensive Group Benefits Opportunities for professional development Tuition reimbursement Employee & Family Assistance Program A variety of committee driven employee engagement activities On-Site Cafeteria & Outdoor Patio On Site Gym Free Parking In Office Environment

What You'll Do

Own and evolve global end-user and IT operations services, ensuring consistent, secure, and scalable support across devices, tools, and collaboration platforms Lead globally distributed Service Desk and operational support functions, improving incident response, service quality, and support models to meet 24x7 operational demands Partner with plant and business stakeholders across regions to deliver reliable IT support for manufacturing environments, directly impacting production uptime and performance Drive continuous improvement across global operations through automation, standardization, and strengthened incident management practices Contribute to and lead global initiatives, including platform rollouts, workplace modernization, and operational readiness for new systems and clients Build and develop high-performing, globally distributed teams, fostering a culture of ownership, accountability, and continuous learning

Who You Are

You’re a hands-on operations leader who takes ownership, drives outcomes, and brings structure to complex, fast-moving environments You’re comfortable leading and developing globally distributed teams, balancing day-to-day operational demands with longer-term improvements and scalability You’re a coach at your core — you invest in people, provide clear direction and feedback, and actively develop team capability, accountability, and growth You communicate clearly and adapt your approach to different audiences, building strong relationships with both technical teams and business stakeholders You bring strong technical awareness across end-user computing, IT operations, and service delivery, paired with a continuous improvement mindset focused on automation, standardization, and reducing operational risk

What You'll Bring

Proven experience leading IT operations, service desk, or end-user support in a global or multi-site environment Strong understanding of end-user computing, endpoint management, identity and access, and IT service delivery practices Demonstrated ability to lead incident response, manage operational priorities, and drive resolution in high-pressure situations Experience building, coaching, and developing teams, with a focus on accountability and continuous improvement Ability to communicate effectively across technical teams and business stakeholders, influencing decisions and aligning priorities A mindset focused on standardization, automation, and improving operational maturity at scale

Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.

Employment is contingent upon a satisfactory response from a Criminal Record Search.