IT Operations Manager - 12 month contract
At Heart & Stroke our mission is to promote health, save lives and enhance recovery. We are committed to a culture that exemplifies our core values: CHAMPION Health, PRACTICE Humility, EMBRACE Change, DRIVE impact, LEARN and GROW and BE HEARTFELT as we work together to beat heart disease and stroke.
At Heart & Stroke, we believe in equity, diversity, and inclusion; it's embedded in our values and core mission work to support all people in Canada to lead healthier lives. We are committed to applying this principle to cultivate a welcoming environment that embraces diversity among our employees. Candidates from diverse backgrounds, including but not limited to, Indigenous peoples, racialized and LGBTQ2+ communities, women, and people with disabilities, are encouraged to apply.
Who we need
Are you interested in a 12-month contract leading a Tier-1 team and helping to support innovative projects that will enhance the current and future infrastructure and network systems at Heart & Stroke?
Reporting to the Director, IT Operations, the IT Operations Manager is responsible for leading, mentoring and supporting a team of 3 Tier-1 Support Analysts to successfully implement and achieve process improvements, meeting preset SLAs, support communication needs and provide internal colleagues with excellent customer service. This hybrid role will be working closely with IT counterparts, business leaders and staff teams from our Toronto office at least 2 days a week, with the ability to work from home the remainder of the time.
This role will also be responsible for resolving escalations and working directly with other IT team members to ensure incidents, problems and change/service requests are resolved as expediently as possible (including conducting root cause analysis and problem resolutions). Additionally, this role will assist other IT technicians to manage and support H&S networks, telecom, applications, and security on Tier 2 level.
(Please note this is a 12 months contract hybrid working role and the incumbent is required to reside in GTA)
How you will make an impact every day
Help/Service Desk Management
Coach, mentor and monitor performance of Support Analysts through weekly 1:1 meeting
Track responses, resolutions, and escalations per SLAs, OLAs and ITIL standards
Review resources workloads to ensure even distribution of work and adequate coverage
Create support calendar to identify high volume times and ensure resources available
Set up proactive monitoring and schedule enhancements to improve support systems and processes
Create reports/dashboards and track metrics to identify trends in requests and provide common solutions
Proactively review help ticket trends to plan, design, coordinate and conduct Tech Talks/training sessions to encourage self help
Manage and improve support communication and support tools
Provide Tier 2/3 technical and application support and work collaboratively with other IT colleagues to resolve issues.
Work directly with internal IT team members to ensure incidents, problems and change/service requests are resolved as expediently as possible (conduct root cause analysis and problem resolutions)
Communicate directly with external IT/internet/application vendors/technicians to resolve problems and issues
Documentation
Create and maintain support availability, continuity and workaround documentation per ITIL best practices
Provide continuous improvement and development of knowledge articles and playbooks to support the team and end users
Maintain and improve asset management
Maintain change/service request documentation
Maintain detailed reviews of service disruptions, metrics, responses, resolutions, and escalations per SLAs, OLAs and ITIL standards
Project and Other Duties
Ongoing management of the organizational hardware program, including responsibility for hardware procurement, inventory management, and our refresh program
Assist/backup Senior Network Administrators and other IT technicians to manage and support H&S networks, telecom, applications, and security on Tier 2 level
Assist project teams with technical issues and help identify technological innovations that would enhance current and future H&S's infrastructure and network systems
Assist Director, IT Operations with implementation of IT projects such autopilot implementation, and major Windows upgrades
Assist with the development and adherence of service level agreements, best practices, standards, and policies, and actively participate in IT policy formulation and enforcement
Manage relationship with third party technical personnel when required for both business and custom applications
Facilitate office changes in relations to IT/telecom/AV, and advise on operations and facilities issues if necessary (i.e.: office setup, /decommission, AV implementation)
Talent Management
Lead talent development, ensuring high standards, competence and that staff is well supported in fulfilling their accountabilities, developing their skills and achieving their career potential.
Providing clear direction on business goals and priorities; ensure optimal deployment of resources to achieve business goals.
Build and develop cohesive lateral relationships cross functionally.
Establish performance objectives and review results on an ongoing basis; provide coaching and feedback as per the performance management process
As required, recruit skilled talent in support of current and future Foundation needs, following Foundation policies, interviewing methodology and assessment guidelines.
Familiarize and comply with all H&S policies while ensuring accurate administration of employee related information: absence records, vacation, title, etc.
What you bring
5+ years of hands-on experience in a technical support position, supporting Tier 1 & 2 issues covering network, infrastructure, and applications, with progressive movement into an IT Support Management or Lead position
Experience mentoring/coaching a team from a distance (remote)
Strong understanding/experience with Microsoft Office365, MS Azure administration, DHCP, DNS, Intune
Knowledge of Cisco/Meraki network or CCNA is an asset
Knowledge of disaster recovery and risk management best practices an asset
Knowledge of content marketing platforms like Sitecore is an asset
Knowledge of CRM platforms like Blackbaud or Salesforce is an asset
Experience with different network architectures, security options, backup and support systems
Strong ability and knowledge supporting users and resolving day-to-day issues
Experience with ticketing systems such as JIRA, ServiceNow, FreshService or similar an asset
Excellent written and verbal communications skills with ability to articulate technology to users, business partners and management
Can evaluate and prioritize activities and focus staff resources aligned with business priorities in a high-volume environment
Strong commitment to providing excellent and respectful customer service to variety of stakeholders with varying degrees of technical proficiency and diverse backgrounds, remotely and in person
Must be technically proficient and maintain proficiency at high level through formal courses and self-driven learning
Work to deadlines and deal with the unexpected and have excellent attention to detail and accuracy
Ability to problem-solve and think critically in varied situations and demonstrate good judgement
Strong planning and process prioritization and organizational skills Be able to embrace change and support others through times of change
Be flexible and service, achievement, and task-oriented
Some project management and office management skills
Strong team player
Ability to lead technical teams
What we offer
In addition to a competitive salary, Heart & Stroke believes that time off is integral to the personal health and wellness of our employees. We offer paid wellness days and personal days. In addition, we provide health, medical, dental and vision benefits. Furthermore, our staff enjoy flexible hybrid working arrangements and support with reimbursement for mobile phones and home office set up.
Apply now
If you want to join the fight to beat heart disease and stroke while building an engaged and giving community, apply by April 19, 2023.
To learn more about our mission, our values and the difference Heart & Stroke makes in the lives of people in Canada at every age, please visit our website.
We are committed to fostering an inclusive, barrier-free and accessible environment. If you have been contacted for an interview and require accommodation to participate in the recruitment and selection process, please advise and we will work with you. At this time, interviews are currently being conducted via phone or video call, so we look forward to 'virtually' meeting you!