IT Operations Manager

Goodness Me Central Location, 2300 Fairview St, Burlington, Ontario, Canada Req #1092

Monday, April 15, 2024

Overview:

The IT Operations Manager will hold a pivotal position overseeing all areas of the organizations IT Infrastructure. This multifaceted role comes with significant responsibilities aimed at ensuring the seamless operation, security, support, and optimization of our retail technology environment. Your leadership will be instrumental in guiding the migration to cloud-based solutions, managing in-house systems, enforcing security protocols, and providing exceptional support through the helpdesk. Overall, this role is critical to the success of our organization, requiring strategic vision, strong leadership, and a deep understanding of IT operations within a retail environment .

The Role:

As an IT Operations Manager, you will be responsible for managing infrastructure design, implementation, and maintenance, while also driving initiatives to enhance security, efficiency, reliability, and innovation for all IT systems which are used by Goodness Me Natural Food Market operations & employees as well as leading the IT Support function for the organization. You will play a pivotal role in facilitating the build and execution of our digital transformation roadmap for 2024 and beyond. You will work closely with your peers, both in day-to-day operations as well as planning the coordination and execution of larger IT projects:

• Lead the support and implementation of new & existing technologies, systems, and applications
• Find opportunities to improve processes and build solutions to solve business challenges
• Administer and support a wide variety of business applications, creating best practices and guiding employees on using them

This role is the primary leader of support for the organization, responding to the daily and future IT needs of the company, including but not limited to:

• Primary Administrator of our Azure cloud environment & Office 365 suite of applications
• Primary Administrator of all networking layers for switching & routing as well as cloud connectivity (VLANs, VPN, SD-WAN, Wi-Fi, Failovers & Firewall configurations)
• Primary Administrator of our Domain Controller environment (AD, DNS, Group Policy)
• Primary Administrator of our multi database environment
• Managing the Access Control of business applications and IT infrastructure
• Managing the patch management process for servers, systems, and software (RMM Admin)
• Identifying and addressing security gaps or workarounds and remediate accordingly
• Reporting on licensing – collect, validate, and rationalize license usage across business applications
• Responding to breakdowns including travelling to business sites to address IT issues
• Monitoring, responding, actioning of cyber security threats, vulnerabilities, and alerts
• Primary triage of helpdesk support requests via calls, emails, and assignments
• Investigating, diagnosing, and solving computer software and hardware
• Lead IT asset management
• Installing and configuring computer hardware, software, systems, networks, printers, and scanners
• Planning and undertaking scheduled maintenance and upgrades
• Mandatory On-Call IT support rotation
• Manage the onboard and off-boarding of employees, contractors, and vendors

About you:

• You’re an accomplished IT professional with a proven track record in managing complex IT operations in a dynamic environment
• You’re a self-starter with a high work ethic that thrives in fast-paced environments, where you can leverage your technical prowess and business acumen to align IT initiatives with organizational goals
• You think outside the box and can be innovative and resourceful; able to discern key aspects of a problem and address them at an early stage
• You thrive working independently as well as within a small group of versatile IT professionals
• Able to effectively manage time and work with multiple or changing priorities
• Ability to sit, stand and operate office equipment
• Willingness to work unsociable hours to cover business operating hours support or maintenance

Need to have:

Experience and Certifications

• Completed at minimum a Bachelor’s in Computer Science, Information Technology, or related field
• 5+ years of proven experience in IT operations management
• 5+ years of proven experience in retail environments showing increased responsibilities throughout your career
• 5+ years of proven experience working with retail technologies including POS Systems, Ordering Systems & Inventory Systems
• 5+ years of proven experience in administering cloud native architectures such as GCP, Azure, AWS
• Strong understanding and working knowledge of MS Active Directory, Exchange, and DNS technologies
• Proficiency in managing in-house systems, including web servers, databases, and enterprise applications
• Working experience leading Service Desk and Incident Management ticketing systems
• Certifications, education or working experience in ITIL, ITSM and PMO frameworks
• Working experience with endpoint management systems (inTune, autopilot, endpoint manager)
• Working experience providing end-user support in on-call rotation
• Deep knowledge of IT security concepts, practices, and compliance standards, with the ability to implement and enforce robust security protocols to safeguard data and systems

Skills & Abilities

• Customer Focus: Strong customer orientation and commitment to delivering high-quality services and support to internal stakeholders, ensuring their needs are met effectively and efficiently
• Strategic Planning: Ability to develop and implement strategic plans for IT operations, aligning technology initiatives with business objectives and driving continuous improvement
• Team Player: Strong interpersonal skills with the ability to work with users of all skill levels within the organization
• Critical Thinking: Strong critical thinking skills to evaluate complex situations, analyze data, and make informed decisions that drive operational efficiency and effectiveness
• Communication: Strong verbal and written communication skills as well as strong presentation skills
• Problem Solving: Proven experience in incident identification, diagnosis, troubleshooting, resolution, and solution implementation as well as strong problem-solving skills
• Adaptability: Ability to thrive in a fast-paced, evolving environment, adapting quickly to changing priorities, technologies, and business needs while maintaining a focus on delivering results
• Project Management: Proficient in project management methodologies, with experience leading IT projects from initiation to completion, including planning, execution, and resource management
• Time Management : Effective time management skills to prioritize tasks, manage multiple projects simultaneously, and meet deadlines without compromising quality
• Travel: Must have ability to travel locally on a regular basis

Nice to have:

• Experience with the following technologies: ECRS Catapult, Meraki, ManageEngine, SmartSheet, BrandFolder,
• ITIL, PMP, CISSP Certifications
• Familiarity with DevOps principles and practices
• Familiarity with Big Data platforms and analytic tools such as PowerBi
• Proficiency in automation tools such as Power Automate
• Experience working in Agile or Scrum environments and/or knowledge of Agile methodologies
• Experience with software development methodologies & programming languages
• Understanding of IT financial management principles, budgeting, cost allocation and financial analysis
• Experience with Shopify or other eCommerce platforms

Location and Travel:

You’ll spend a balanced amount of time working remotely and in-store, you’ll be expected to travel to our Goodness Me locations regularly to support technology related requests, scheduled maintenance visits and meetings with our storefront and central office team members throughout southeastern Ontario.

Goodness Me is an equal opportunity employer which values diversity in the workplace. We do not discriminate in making employment decisions based upon race, colour, gender, religion, national origin, age, disability, marital status, sexual orientation, or any prohibited grounds. In keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, accommodations are available throughout the recruitment and selection process. If contacted for an employment opportunity, please inform us of any accommodations required.

• Goodness Me Central Location, 2300 Fairview St, Burlington, Ontario, Canada