Manager, IT Support Services

2 months ago

Toronto, Canada Propel Holdings Inc Full time

**_About Us:_**

Propel (TSX: PRL) is the fintech company building a new world of financial opportunity by facilitating access to credit for consumers underserved by traditional financial institutions. Through its AI-driven platform, Propel evaluates customers in a more comprehensive way than traditional credit scores can. Our revolutionary fintech platform has already helped consumers access over one million loans and lines of credit and over one billion dollars in credit.

To build a new world of opportunity we bring together the brightest talent to help us build opportunities. We are entrepreneurs and believe in measuring success through results and growing within; talent and hard work never goes unnoticed. At Propel, we are here to change the way employees, customers and shareholders succeed together.

We are a team of passionate entrepreneurs, who foster curiosity and growth in our employees. Our culture is why we’ve been so successful and why our employees choose Propel to build their careers. It’s also why we’re one of North America’s fastest growing companies and a Best Place to Work.

Join us as we change the way employees, customers and shareholders succeed together.

**_ About You:_**

As a fast-growing fintech, we stay true to our startup roots. You picture yourself within a vibrant and entrepreneurial organization where your ideas will be heard, and you have an opportunity to showcase your talent. You are motivated by goals, a self-starter and like to wear multiple hats.

**Responsibilities**

**IT Support & Operations**:

- Lead and manage the IT support team in providing excellent service to Propel’s technical and business teams, including developers and end-users
- Oversee day-to-day IT support, including troubleshooting issues related to Office 365, Azure, Active Directory, and on-prem services
- Manage and maintain Microsoft 365 services (Exchange, SharePoint, OneDrive) and ensure the proper configuration of Office 365 accounts and policies
- Monitor, troubleshoot, and support local Active Directory services and group policies
- Ensure proper deployment, configuration, and maintenance of IT assets, including laptops, desktops, servers, and peripheral devices
- Maintain and oversee Teams Room equipment and ensure the smooth functioning of video conferencing systems
- Administer and support VM environments, ensuring optimal performance and lifecycle tracking

**Endpoint Management & Asset Monitoring**:

- Lead the implementation of robust endpoint management solutions to ensure the proper deployment, monitoring, and security of all company assets
- Collaborate with IT teams to enhance asset management systems for better tracking and reporting of inventory and equipment health
- Implement and manage IT monitoring tools to ensure the stability and availability of critical infrastructure, including servers, networks, and cloud services
- Collaborate with vendors for proactive monitoring and maintenance of services and equipment, ensuring timely resolutions for escalated issues

**Ticketing & Service Desk Management**:

- Set up and optimize the IT ticketing system to handle all inbound requests, ensuring efficient issue resolution in line with SLAs
- Establish KPIs and build dashboards for tracking the performance of the support team and drive continuous improvements
- Manage and resolve escalated tickets and provide technical leadership for both Tier 1 and Tier 2 support teams
- Ensure proper knowledge transfer among team members to promote seamless troubleshooting and proactive issue resolution

**Collaboration & Vendor Management**:

- Collaborate closely with the Manager of IT Infrastructure and Cloud Platform to ensure seamless support for cloud infrastructure and development environments
- Work with external vendors to manage contracts, service agreements, and system upgrades for software, hardware, and network infrastructure
- Participate in IT projects, such as migrations and deployments, ensuring support teams are aligned and equipped for success

**Cybersecurity & Risk Management**:

- Ensure proper implementation of security protocols, including antivirus, backups, and patches, to safeguard IT systems and infrastructure
- Monitor and mitigate cybersecurity risks by ensuring compliance with data protection policies and responding swiftly to vulnerabilities
- Support audit processes and manage the implementation of risk mitigation strategies for IT services

**Requirements**:

- 5+ years of experience in managing IT infrastructure support or a similar role, preferably in a cloud-centric environment
- Proven experience in managing Microsoft 365, Azure, Active Directory, VMware, and endpoint management systems
- Familiarity with ticketing and asset management systems, with a focus on setting KPIs and driving support efficiency
- Strong knowledge of IT infrastructure, system administration, cybersecurity, and cloud computing
- Hands-on experience with monitoring tools, system di

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