Director, IT Services
6 days ago
Job Description
Reporting directly to the SVP, Operations, the Director, IT Services portfolio will include oversight and management of a diverse and highly engaged team of IT and System Administrators and will be subject matter expert and highest point of escalation for all aspects of the tools and systems employees need to work effectively. This will include productivity suite, telephony, and unified communications, VDI and Citrix remote work systems, endpoint management and anti-virus, as well as management of vendors, virtual platforms and data centers that support these systems.
Core mandate will be to establish IT technology support as an efficient and effective shared service that ensures business continuance and supports Travel Edge growth. Strategically, the successful candidate will collaborate with technical and business leaders on the roadmap for enhancement and maturation of employee IT supporting systems, and operationally will own successful provisioning and onboarding outcomes for all staff in a high growth environment.
Key attributes for success are problem solving abilities, strong team leadership abilities, IT domain knowledge, structured approaches to change management, and experience owning a budget and operating a central service like a true business.
Responsibilities
- Management of growing team of System Administrators. Must have proven ability to lead, set priorities and execute.
- Maintenance, configuration and extension of enterprise and workgroup supporting infrastructure including email, groupware, productivity suite, telephony, active directory, anti-virus, backup mechanisms, and SaaS services.
- Subject matter expert in the following domains:
- Microsoft Office 365, on-prem and Azure Cloud Active Directory
- VMWare ESX virtualization and Nutanix
- Unified Communications, Mitel telephony and Twilio CCAAS
- Full stack FortiNet, anti-virus, IDS, and other WAN/LAN devices
- Backup mechanisms and related governance
- PCI compliance
- Print services and other business hardware
- Planning, implementing, supporting, and maintaining all hardware, software, and infrastructure used for employee facing application delivery and productivity suite support
- Managing change management processes associated with upgrades, maintenance, troubleshooting or installation of new business applications and systems, including collaboration with business units, impacted customers, and technical teams
- Structured approaches to facilities change management and people movement in a progressive hybrid work environment
- Establishing efficient IT provisioning process for new employees and contractors in a high growth environment. Process will include VDI, Intune and Autopilot automation, SSO, asset tracking and well-defined onboarding materials
- Back-office systems / ERP administration and management of any required upgrade initiatives, industry specific back-office systems will include TRAMS Back-office and Dynamics Nav primarily
- Will remain current on emerging security concerns and establish process to manage critical patches, circulate advisories, and advocate and train on proper security practices
- Corporate WAN and LAN network management, administration of MUVPN and other remote access mechanisms
- Measure and plan for controlled growth to support objectives of the enterprise. Find efficiencies, solve problems and improve execution of IT services through new methodologies
- Establish service level benchmarks for all technology support functions and drive conformance to a published SLA through service measures
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the organization.
Qualifications
- Experience with large scale IT projects (projects at half million budget level, minimum) and especially complex consolidation projects
- 10-15 years’ experience implementing and managing IT solutions, spanning Microsoft workgroup and productivity suite supporting technologies, virtualization and cloud
- 10 years’ experience managing teams of information technology professionals
- 5 years’ experience managing and delivering Microsoft 365 solutions including Azure AD
- Ability to translate business needs into structured programs to deliver, including ability to manage projects and develop schedules, roadmaps, requirements, and task tracking with stakeholders that include business, and system administration leads
- Experience with server virtualization (build and tuning)
- Experience deploying and configuring network devices (switches, routers and firewalls)
- Understanding of network transport layer and common protocols
- Understanding of WAN/LAN design including VLANs, VRRP, VR, STP/RSTP, DNS, VPN etc.
- Knowledge of security fundamentals and governance in a Windows environment
Attributes Required
- Proven ability to run IT like a business and unlock the value in large scale institutional change, in an environment of high visibility
- Have employed service management methodologies in past and have built effective support groups
- Ability to deliver in fast paced environment with structured approaches to change management and excellent problem solving abilities
- Must prioritize work effectively and pursue issues through to successful resolution without multiple follow ups or micromanagement
- Empathetic and effective change agent, who shares information openly, broadly and deliberately in a collegial and engaged environment
- Not risk averse, ability to try new approaches, accept and acknowledge areas for improvement, refine and iterate
- Must possess excellent verbal and written communication skills
We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.
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