Technical Operations Centre Lead

5 months ago

Winnipeg, Canada Pollard Banknote Ltd Full time

We are looking for an experienced Technical Operations Centre Lead to join our Technology Services Department within our Winnipeg head office located at 140 Otter Street.

As Technical Operations Centre Lead, you will play a key role in ensuring optimal performance and productivity of Pollard Banknote’s IT Infrastructure and Services. You will oversee the day-to-day operations for Technical Operations Centre (TOC) while motivating and leading a talented team of IT professionals. As the TOC Lead, you will identify and introduce innovative technologies, process and procedures that enhance high performing systems.

**What We Offer**
- Competitive compensation
- Profit sharing program - every role plays a part in our success
- Company pension
- Health & Extended Benefits
- Opportunities for professional development
- Tuition reimbursement
- Employee & Family Assistance Program
- On-Site Cafeteria & Outdoor Patio
- On Site Gym
- A variety of committee driven employee engagement activities
- Free Parking

**What You’ll Do**
- Support a global 24x7 Technical Operations Center and Service Desk for Pollard and its clients.
- Lead and manage the Technical Operations Centre team, providing guidance, support, and mentorship.
- Oversee the monitoring, management, and optimization of network, security, and IT infrastructure.
- Serve as the primary point of contact for all operational communications, both internal and external.
- Lead and coordinate the response to incidents, ensuring quick resolution to minimize impact on services.
- Contribute to the strategic planning of the TOC with a focus on scalability, resilience, and service excellence.
- Develop and manage key performance indicators (KPIs) to measure the effectiveness of the TOC.
- Implement continuous improvement initiatives to enhance service quality and operational efficiency.
- Manage a diverse team across different functions such as network operations, security, and service desk.
- Develop and maintain comprehensive documentation for all operational procedures and policies.
- Stay current on industry trends, best practices, and emerging technologies and recommend innovative solutions to enhance our capabilities.

**Who You Are**
- A leader who can motivate and inspire their team members to achieve excellence.
- Strong organizational skills to manage multiple tasks and priorities without overlooking any critical details.
- Flexible and able to adapt strategies and processes as technologies evolve and organizational needs change.
- Somone committed to ongoing education and training to stay current with industry trends, technology, and best practices.
- Ability to think strategically in aligning TOC operations with broader organizational goals.
- Someone with an awareness of and focus on security practices and compliance to safeguard the organization's assets and data.

**What You’ll Bring**
- Bachelor’s degree in computer science, Information Technology, or related field.
- 5+ years’ experience in a Technical Operations Centre.
- 5+ years’ experience in a leadership role.
- Excellent verbal and written communication skills.
- Demonstrated problem-solving abilities and a proactive approach to identifying and resolving technical issues.
- Solid understanding of ITIL framework and best practices for incident, problem, and change management.
- Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of service.
- Experience with ServiceNow and Jira.
- Proficiency in optimizing workflows and resource utilization to maximize productivity without sacrificing quality.
- ITIL certification is a must.

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

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

Schedule:

- Monday to Friday

Work Location: In person

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