IT Operations Manager

4 weeks ago


SaintLaurent, Canada CMC Électronique Full time

CMC is a company recognized worldwide for its innovative spirit and excellence in the design and manufacture of its integrated cockpit and avionics solutions and state-of-the-art displays for the commercial and military aviation markets.

Are you looking for a rewarding career in aerospace? Join the CMC team and help shape the future of avionics.

**Summary**:
Reporting to the IT Director, the IT Operations Manager provides leadership and direction for the implementation and support of network infrastructure, including engineering systems, security systems, computer and network equipment, user support, deployment of new technologies, software maintenance, and hardware standards throughout the company. He also leads and manages the daily operations of network systems.

You will be responsible for managing and supporting the user support service, implementing and supporting IT service management (ITSM), ensuring that the company's security policies and standards are met. Additionally, you will participate in the development of the IT budget, meet with different groups to understand and address their needs, and proactively, efficiently, and effectively coordinate the resources under your responsibility to achieve the results defined by established support service levels.

**Roles and Responsibilities**:

- Manage a group of technical personnel for user support, system support, and deployment of different solutions.
- Manage and control IT service management (ITSM) implementation and ensure that established service levels are met.
- Develop policies and procedures that describe how issues are identified, documented, assigned, and corrected.
- Analyze Service Desk activity performance, identify problem areas, design and provide solutions to improve service quality and prevent future problems.
- Plan and coordinate updates to workstations and company computer systems.
- Plan and coordinate the replacement of leased equipment.
- Plan and coordinate installations, configurations, and ensure that documentation and inventory of computer equipment is up-to-date.
- Plan and coordinate activities related to different assigned projects.
- Participate in the planning of IT projects, track schedules and authorized expenditures.
- Collaborate and provide support to other IT groups.
- Collaborate and communicate with different internal and external groups of the company to promote existing services and develop new ones.
- Participate in the development of the IT budget.
- Conduct research and propose new products, services, and standards that could benefit the company.

**To excel in this role, you must hold**:

- College diploma (DEC) in computer science or bachelor's degree in computer science or a related field; or recommended equivalent experience.
- ITIL certification is an asset.
- Minimum of five (5) years of experience in a similar role in IT service management (ITSM).
- Five (5) years of experience in a customer service support role in IT.
- Knowledge of the IT support environment and current technologies.
- Strong problem-solving skills and customer service orientation.
- Good knowledge of ITAR, DFARS, and CMMC (NIST SP800-171) compliance.
- Project management knowledge and LEAN manufacturing principles.
- Ability to understand and communicate to other members of the organization the specifications to meet the company's information security.
- Good oral and written communication skills in English and French.
- Proficiency in the Office suite, Word, Excel, PowerPoint, etc.
- Good knowledge of Windows Server, VMware, Linux, Unix, DOS, W7, W10, etc.
- Good knowledge of Service Desk software.
- Good knowledge of a company's network environment.

**What does a career at CMC Electronics offer you?**
- The opportunity to work in the aerospace industry with avionics enthusiasts.
- A world-class, human-scale company.
- The chance to work in a stimulating, multidisciplinary environment.
- Opportunities to advance your career.
- A management team that is committed to your success.
- A competitive total compensation package, including group insurance paid 100% by the employer, and a pension fund with employer participation.
- An educational assistance program.
- Complimentary parking with electric charging stations available.


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