IT Manager

3 weeks ago

Burnaby, Canada BC Family Maintenance Agency Full time

BC Family Maintenance Agency (BCFMA) is a BC Crown agency which provides a free service available to families in British Columbia who are eligible to receive or pay family support. The Agency offers support that strengthens families so that they may achieve their full potential and secure the best possible future for their children. By putting people first, we ensure recipients receive the support payments to which they are entitled, contributing to financial stability and security for B.C. families.

**BCFMA is continuing its journey of technological change, and we are looking for an IT Manager to join our dynamic team in our Burnaby office.**

As the IT Manager you will be leading a team of IT Infrastructure professionals by ensuring that industry best practices are used to maximize our IT operations. This is a highly technical position that provides infrastructure expertise and consulting to our team and the Chief Information Officer (CIO).

**ACCOUNTABILITIES**
- Overseeing the delivery of technology infrastructure services, Helpdesk support services and other IT infrastructure initiatives throughout the organization.
- Providing effective people leadership in managing staff performance which includes coaching, mentoring and motivating the Infrastructure Team.
- Managing all Helpdesk operations for the organization while emphasizing great customer service, excellent resolution turnaround time and efficiency.
- Providing strong project management leadership and guidance that enables on-time project delivery, in scope and within budget.
- Coordinating and directing projects that impact systems infrastructure, security, telecommunication services, server hardware, virtual environments, system storage and cloud-based systems.
- Improving and maintaining client satisfaction through excellent customer service and establishing/monitoring productivity metrics to measure and improve customer service satisfaction from Helpdesk services.
- Establishing, enhancing and ensuring infrastructure processes and governance practices are followed as well as effective vendor management.

**JOB REQUIREMENTS**

**Education**
- A post-secondary degree or diploma in the IT field and ongoing professional development.
- Management certifications and qualifications (e.g. ITIL or PMP Certification) are an asset.

**Experience**
- A minimum of ten (10) years’ experience in a hands-on infrastructure role which includes a minimum of five (5) years of infrastructure leadership experience leading a team of IT staff supporting operations, Helpdesk and System Administrators in delivering IT infrastructure services.
- Demonstrated experience managing technical staff including staff in service delivery roles, contracted vendors and other technical resources.
- Successfully managing IT infrastructure projects including leading projects to modernize and improve organizational IT structures.
- Managing and improving Helpdesk and Technical Service delivery in a multi-site organization.

**Knowledge, Skills and Abilities**
- Hands-on and demonstrated technical knowledge of Cloud based systems and services, systems administration, network design and administration, infrastructure and network security, desktop, printers and VOIP phones support in a multi-site environment across geographic locations.
- Excellent verbal and written communication skills including presentation, negotiation and facilitation skills.
- Commitment to client service utilizing a client centric perspective.

**Additional Information**

A Criminal Record Check is required.

**Why work at BCFMA**:

- An opportunity to be part of an inclusive and diverse culture where team members are appreciated and valued.
- Participation in a Defined Benefit Public Service Pension Plan.
- Competitive benefits package including extended health, dental, above standard vacation entitlement and company paid sick time.
- On-the-job training with opportunities for ongoing learning and development.
- Many more perks.

**_This position is located in our Burnaby office._**

We are committed to promoting equity, anti-racism and multi-culturalism, addressing social and health issues such as mental health and poverty, and providing services that make communities safer. We strive for lasting and meaningful reconciliation through Indigenous-specific community recognition, outreach, and relationship building efforts.

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