Manager - IT Operations

IT Operations Services Manager

Reporting to the Sr. Director, Infrastructure the Manager, IT Operations Services will manage a team of deskside support specialists and who provide company-wide user support, moves, adds, changes, desktop and mobile hardware and software deployment. Ensure that networks, telephony, Internet and Intranet services, computer operations and system monitoring are resilient, reliable and operational. Responsible for ensuring staff is meeting and exceeding expectations regarding performance, and that standards and processes are followed to provide effective customer service and meet requirements. Effectively interacting with stakeholders, end users, and other technical resources to manage business expectations while troubleshooting day-to-day end user issues and provide support to clients.

Essential Duties and Responsibilities

Safety:

• Supervise Desktop Support Specialists.
• Train, coach and mentor Desktop Support Specialists including career development.
• Provide dashboards, metrics, and KPIs to manage, support the support processes.
• Ensure that there is a defined process for keeping storage and work areas neat and tidy

Compassion:

• Work collaboratively with business partners to ensure key initiatives drive results and obtain financial objectives by providing meaningful, proactive financial analysis and identifying risks and opportunities
• Provide leadership and direction to the team by fostering a high-performance team environment that instills best practices and skills, critical and strategic thinking and pro-active problem-solving.

Expertise:

• Ensures that internal controls to mitigate risks around data, hardware and support are in place and operating effectively
• Provide accurate and timely recommendations to management for decision making purposes by analyzing current systems and processes to understand the system
• Ensure that ticket taking systems are working properly and are up to day.

Efficiency:

• Understanding and remote management systems to ensure efficiency
• Aspire to create seamless experiences that showcase our resiliency and strength as a team
• Improve the Technology process and through analytics, automation and continuous improvement of processes
• Hardware and software inventory management – lifecycle management.
• Train users on productivity tools and ensure they are getting the most from them.
• IT Onboarding of new users.
• Manages desktop service-related operations for an organization.
• Hardware procurement and staging including laptops, smartphones, printers and accessories
• Software procurement
• Mobile device and smartphones
• Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications
• Develop and maintain written documentation of systems, applications, processes and policies.
• Undertake IT project work/tasks as directed by IT Management.
• Work cooperatively with technical personnel in other teams and functions to accomplish enterprise-wide goals.
• Participate in the design and continual improvement of an end user support model including: Helpdesk, application packaging / patching, mobile device support, telephony and IT projects.
• Remain up to date on new and emerging technologies within area of technical expertise and serve as resource to employees.
• Responsible for designing and implementing improved process or operational policies.
• Recommends changes to products or services to fulfill customer needs.

Skills, Experience, Education, Certifications:

• Leadership and management capabilities (3+ years' experience leading a team)
• At least Eight (8) years of related experience working in end user support
• ITIL experience an asset
• Track record of continuous operational process improvement and implementation
• Demonstrates a commitment to continuous learning (e.g. user groups, blogs, conferences, community awareness, and next generation tooling).
• Have a propensity towards action and making quick decisions after considering opposing viewpoints.
• Project management skills
• Excellent verbal and written communications skills
• MS Office Product Experience

Technologies Used:

• Microsoft Intune
• Freshservice
• Microsoft 365
• Heterogeneous cloud platforms: GCP, AWS, Azure