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Head of IT Operations

3 months ago

Toronto, Ontario, Canada Live Assets Full time
IT Careers in Canada

Position Overview

Live Assets | IT Staffing Solutions is seeking a Head of IT Operations for our esteemed client, a prominent provider in the veterinary sector. The Head of IT Operations will oversee IT personnel, manage IT infrastructure, and ensure the efficient procurement and tracking of technology resources.

Core Responsibilities

  • Safeguard the confidentiality, integrity, and availability of IT systems and applications.
  • Deliver and supervise direct user assistance through the Helpdesk, ensuring adherence to service level agreements.
  • Strive for continuous enhancement of service standards and disseminate service performance metrics.
  • Develop, document, and communicate support workflows effectively.
  • Coordinate and oversee team training and development initiatives, while evaluating team performance.
  • Provide critical support to data extraction teams and manage relationships with IT vendors.
  • Address and resolve escalated issues from branches in a timely manner.
  • Serve as a communication bridge between the help desk and ongoing projects to ensure alignment and clarity.
  • Tackle urgent requests and high-priority matters to uphold service excellence.
  • Promote collaboration and IT integration with various teams and departments to ensure seamless operations and successful implementation of IT solutions.

Required Qualifications

  • A Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
  • A minimum of ten years of progressive experience in IT operations, including management of the Microsoft software suite, network design and administration, project management, and IT security.
  • At least five years of experience in supervising IT teams, focusing on team development and performance enhancement.
  • Proven track record in managing multiple IT projects and prioritizing conflicting demands, ensuring successful project transitions.
  • Demonstrated ability to meet service level objectives and deliver exceptional customer service.
  • Experience in vendor management, ensuring quality service and maintaining strong relationships.
  • Proven capability to address and resolve escalations and urgent issues promptly.
  • Extensive knowledge of Microsoft technologies, including Windows Server, Active Directory, Exchange, and Office 365.
  • Strong comprehension of network infrastructure and security, including firewalls, VPNs, and intrusion detection systems.
  • Proficiency in IT service management (ITSM) frameworks and tools, such as ITIL and ServiceNow.
  • Strong project management capabilities.