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Head of IT Operations

2 months ago

Kitchener, Ontario, Canada Descartes Full time

Descartes: Uniting People and Technology for Global Movement
In today's world, the demand for efficient, secure, and agile logistics and supply chain operations is more critical than ever. Descartes leverages innovative technology and powerful trade intelligence to ensure that goods, information, and transportation assets reach their destinations promptly.

As one of the leading logistics and supply chain technology firms globally, we serve over 26,000 customers with our cloud-based solutions, transforming inventory and information management to enhance productivity, customer service, and competitive advantage. Our company is publicly traded and has consistently demonstrated strong financial performance and innovation investment for over 16 years. Logistics service providers, manufacturers, retailers, and distributors rely on our extensive solutions to manage their most crucial operations.

Join Our Growing Team

The IT Services Manager for North America will oversee a remote team responsible for maintaining Windows servers and various applications hosted across multiple on-premises data centers and cloud environments. The ideal candidate will guide a team of Windows and Application administrators, enhancing our systems through automation and the adoption of new technologies. Staying current with technology trends and managing a technology roadmap that aligns with business needs will be essential. This role reports to the Global Director of IT Services.

Key Responsibilities:

  • Inspire and mentor team members to elevate service quality and instill professionalism, efficiency, and effectiveness.
  • Manage critical customer escalations to ensure successful resolutions.
  • Provide constructive performance feedback and take corrective actions as necessary.
  • Foster a culture of creativity and calculated risk-taking.
  • Act as the primary liaison between the support team and business stakeholders, ensuring effective delivery of IT services.
  • Oversee changes to IT systems and processes, ensuring effective communication and documentation.
  • Organize team-building initiatives to strengthen collaboration.
  • Recognize and reward high performance while addressing team feedback and resolving conflicts.
  • Support the transition to a DevOps environment from traditional IT practices.
  • Collaborate with cross-functional teams to identify process inefficiencies and develop innovative solutions.
  • Prepare and submit regular reports on team activities, challenges, and risks.
  • Monitor Windows systems and services for optimal performance and availability.
  • Contribute to the development and implementation of policies, procedures, and best practices.
  • Ensure proper planning and execution of major projects and maintenance activities.
  • Manage internal and customer-facing applications in a 24/7 operational environment.
  • Align new acquisitions with Standard Operating Procedures and integrate IT systems.
  • Troubleshoot and resolve local and system-wide IT issues, employing creative problem-solving techniques.

Qualifications:

  • Minimum of 6 years of managerial experience with strong technical leadership capabilities.
  • Proven experience in mentoring and conducting performance evaluations.
  • Excellent communication, leadership, organizational, and time-management skills.
  • Solid risk and change management expertise with a systematic approach to problem-solving.
  • Comprehensive knowledge of cloud services, including Azure, AWS, Google Cloud, and Oracle Cloud.
  • Expertise in Microsoft Windows Server, Active Directory, and related technologies.
  • Familiarity with SaaS, IaaS, and PaaS operations.
  • Understanding of security best practices and IT compliance standards.
  • Dependable with a strong work ethic and commitment to maintaining robust operations.
  • High sense of urgency and ownership, with the ability to inspire and motivate a team.
  • Ability to thrive in a remote and global work environment.
  • Passion for staying updated on the latest technologies and cybersecurity trends.

Education and Experience:

  • College diploma or university degree in computer science or a related field.
  • 10+ years of IT experience, with at least 6 years in management.

Compensation: Competitive salary range based on experience and qualifications.

Join Us
At Descartes, we are looking for individuals who are collaborative, innovative, and eager to contribute to our mission of uniting people and technology in logistics and supply chain management. We foster a culture that values work-life balance and encourages professional growth and development.

We are committed to equal employment opportunities and welcome applicants from diverse backgrounds. If you believe you meet a significant portion of our qualifications, we encourage you to apply and explore the possibility of joining our team.