IT Manager

**Who we are**:
**The Opportunity**:
We currently have a career opportunity for a Full-time, permanent IT Services Manager to lead our IT Services team, located in Barrie, Ontario.

The IT Services Manager role is primarily responsible for approving and overseeing the planning and implementation of technology initiatives within the organization. The IT Services Manager manages a team of IT and customer service professionals, focusing on the technical training and coaching of employees, communicating job expectations, overseeing their work, and appraising their performance.

This role is ultimately responsible for the activities related to the technical operations and customer support of IT systems including the managing, monitoring, support, and maintenance of all IT Service Department activities.
- Customer-focused_: we are committed to providing an unmatched customer experience.
- Passionate_: we are passionate about what we do, and this shows up in our work everyday.
- Innovative_: we are innovative thinkers, challenging the status quo.
- Continually Improving_: we are always looking for ways to do things better.

**Job Functions**:

- Manages the IT team, focusing on technical training and coaching employees, and communicating job expectations.
- Provides vision and direction for the IT Services team.
- Schedules daily tasks and delegates project assignments to IT team
- Works in coordination with Field Services Manager to coordinate support resources required for field technicians.
- Identifies areas of improvement and drives initiatives to address failures in systems and/or processes.
- Encourages continuous improvement practices among employees.
- Monitors Service Level Agreement standards (internal and external).
- Participates in and supports the on-call rotation, including on-call after-hours, holidays, and weekend support as needed.
- Produces policies, procedures, and work instructions necessary for sustaining IT operational efficiency.
- Schedules and budgets maintenance, upgrades, and repair activities to ensure optimum operational performance with little to no interruption to daily activities.
- Communicates to owners and managers, strategic and operational planning efforts regarding new technologies, marketing, network expansion, increasing customer revenue, and mitigating customer losses and costs where appropriate.
- Monitors key performance indicators (KPIs) and focuses on Operational Excellence to improve the reliability, availability, and quality of the services provided to our customers.
- Maintains the workforce needs in the IT Services Department
- Responsible for keeping the ownership group and managers informed on the performance of the organization’s infrastructure.
- Participates in leadership meetings, working to identify, propose and implement improvements in systems, reports, and processes in the IT Services Department and across the organization.
- Responsible for the implementation of business and service processes to deliver IT services across the organization utilizing industry-standard practices and methods.
- Responsible for timeframes and resources required for infrastructure and customer projects including system updates, upgrades, migrations, and outages.
- Responsible for the inventory management system to document and control company technology assets and software including all monitors, computers, laptops, printers, conferencing equipment, software keys/licenses.
- Maintains an appropriate level of spare equipment to reasonably support daily operations.
- Evaluates and presents the budgetary requirements for the Broadband network and the internal technology assets and software.

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match

Schedule:

- Monday to Friday
- On call

Work Location: In person