Manager, IT Operations

3 weeks ago

Toronto, Canada Heart & Stroke Full time

At Heart & Stroke, our mission is to promote health, save lives and enhance recovery. We are committed to a culture that exemplifies our core values**:CHAMPION Health, PRACTICE Humility, EMBRACE Change, DRIVE impact, LEARN and GROW and BE HEARTFELT **as we work together to beat heart disease and stroke.

**Who we need**

Are you interested in a 12-month contract leading a Tier-1 team and helping to identify technological innovations that will enhance current and future H&S’s infrastructure and network systems?

Reporting to the Director, IT Operations, the Manager, IT Operations is responsible for leading, coaching, and mentoring a team of 3 Tier-1 Support Analysts to successfully implement and achieve process improvements, meeting preset SLAs, support communication and dashboard performance reporting. This hybrid role will be working closely with IT counterparts, business leaders and staff teams from our Toronto office as needed, with the ability to work from home the remainder of the time.

***12-month contract with benefits and hybrid working conditions***

**How you will make an impact every day**

Help/Service Desk Management
- Coach, mentor and monitor the performance of Support Analysts through weekly 1:1 meeting
- Track responses, resolutions, and escalations per SLAs, OLAs and ITIL standards
- Review resources workloads to ensure even distribution of work and adequate coverage
- Create a support calendar to identify high-volume times and ensure resources available
- Set up proactive monitoring and schedule enhancements to improve support systems and processes
- Create reports/dashboards and track metrics to identify trends in requests and provide common solutions
- Proactively review help ticket trends to plan, design, coordinate and conduct Tech Talks/training sessions to encourage self help
- Manage and improve support communication and support tools
- Work directly with internal IT team members to ensure incidents, problems and change/service requests are resolved as expediently as possible (conduct root cause analysis and problem resolutions)

Documentation
- Create and maintain support availability, continuity and workaround documentation per ITIL best practices
- Provide continuous improvement and development of knowledge articles and playbooks to support the team and end users
- Maintain and improve asset management
- Maintain change/service request documentation
- Maintain detailed reviews of service disruptions, metrics, responses, resolutions, and escalations per SLAs, OLAs and ITIL standards

Project and Other Duties
- Ongoing management of the organizational hardware program, including responsibility for hardware procurement, inventory management, and our refresh program
- Assist project teams with technical issues and help identify technological innovations that would enhance current and future H&S’s infrastructure and network systems
- Assist Director, IT Operations with the implementation of IT projects such as autopilot implementation, and major Windows upgrades
- Assist with the development and adherence of service level agreements, best practices, standards, and policies, and actively participate in IT policy formulation and enforcemen
- Facilitate office changes in relation to IT/telecom/AV, and advise on operations and facilities issues if necessary (i.e.: office setup, /decommission AV implementation)

Talent Management
- Lead talent development, ensuring high standards, and competence and that staff is well supported in fulfilling their accountabilities, developing their skills and achieving their career potential.
- Providing clear direction on business goals and priorities; ensuring optimal deployment of resources to achieve business goals.
- Build and develop cohesive lateral relationships cross-functionally.
- Establish performance objectives and review results on an ongoing basis; provide coaching and feedback as per the performance management process
- As required, recruit skilled talent in support of current and future Foundation needs, following Foundation policies, interviewing methodology and assessment guidelines.
- Familiarize and comply with all H&S policies while ensuring accurate administration of employee-related information: absence records, vacation, title, etc.

**What you bring**
- Experience managing a team from a distance (remote)
- Strong understanding/experience with Microsoft Office365, MS Azure administration, DHCP, DNS, Intune
- Knowledge of Cisco/Meraki network or CCNA is an asset
- Knowledge of disaster recovery and risk management best practices an asset
- Knowledge of content marketing platforms like Sitecore is an asset
- Knowledge of CRM platforms like Blackbaud or Salesforce is an asset
- Experience with different network architectures, security options, backup and support systems
- Strong ability and knowledge supporting users and resolving day-to-day issues
- Experience with ticketing systems such as JIRA, ServiceNow, FreshService or sim

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