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North America IT Operations Lead
3 months ago
Descartes: Connecting People and Technology for Global Movement
In today's fast-paced world, the demand for streamlined, secure, and adaptable supply chains and logistics has become increasingly essential and intricate. By merging cutting-edge technology, robust trade intelligence, and an extensive network, Descartes ensures that goods, information, transportation assets, and personnel reach their destinations efficiently and timely.
As one of the most widely utilized logistics and supply chain technology firms globally, over 26,000 clients rely on our cloud-based solutions to revolutionize their inventory and information management, enhancing productivity, improving customer service, maintaining competitive advantage, adapting to regulatory changes, and responding to dynamic market conditions. Descartes is publicly listed and operates from its headquarters in Waterloo, Ontario, Canada, with a global presence through offices and partnerships. With a track record of exceptional financial performance spanning more than 16 years, we are at the forefront of innovation investment. Daily, logistics service providers, manufacturers, retailers, distributors, and various logistics-centric enterprises depend on our extensive capabilities, stability, and comprehensive solutions to manage their critical operations.
We are experiencing rapid growth and invite you to become part of our exceptional team.
The IT Services Manager for North America is tasked with overseeing a remote team responsible for the upkeep of Windows servers and various services and applications hosted across multiple on-premises data centers and cloud environments. The ideal candidate will guide and support a team of Windows and Application administrators while enhancing the operational environment through automation and the adoption of new technologies. As the IT Services Manager, staying abreast of technological advancements and managing a technology roadmap that aligns with business objectives is essential. This role reports directly to the Global Director of IT Services.
Key Responsibilities:
- Inspire, mentor, and coach team members to elevate service quality while fostering professionalism, efficiency, and effectiveness.
- Lead and manage critical customer escalations to ensure successful resolutions.
- Provide constructive performance feedback and implement corrective actions for team members.
- Promote creativity and encourage calculated risk-taking.
- Act as the primary liaison for the support team, bridging the gap between business and technical domains, coordinating users and teams to guarantee effective delivery of IT services with consistent and reliable outcomes.
- Oversee modifications to IT systems and processes, including planning, implementation, and effective communication/documentation of changes.
- Organize team-building initiatives to enhance collaboration.
- Acknowledge high performance and reward achievements while addressing team members' feedback and resolving conflicts.
- Facilitate the transition to a DevOps culture from a traditional IT framework.
- Collaborate with cross-functional teams (support, infrastructure, security, and development) to identify process inefficiencies and devise innovative solutions to ensure optimal system uptime.
- Prepare and submit weekly and monthly reports detailing team activities, challenges, and risks.
- Monitor Windows systems and services for performance and availability.
- Contribute to the development, communication, and implementation of policies, procedures, best practices, and documentation.
- Ensure thorough planning and execution of major projects and maintenance tasks.
- Manage internal and customer-facing applications in a 24/7 operational environment.
- Align new acquisitions with Standard Operating Procedures and integrate IT systems accordingly.
- Identify and resolve both local and system-wide IT challenges, including troubleshooting technical issues and making decisions under pressure.
Required Qualifications:
- A minimum of 6 years of managerial experience with strong technical leadership capabilities, demonstrating proficiency in operations, service delivery, application support, and enterprise IT project execution.
- Experience in mentoring, conducting performance evaluations, and fulfilling other managerial responsibilities.
- Exceptional communication, leadership, organizational, and time-management skills.
- Solid risk and change management expertise, along with strong documentation skills and a systematic approach to problem-solving.
- Extensive knowledge and hands-on experience with cloud services, including Azure, AWS, Google Cloud, and Oracle Cloud.
- In-depth understanding of Microsoft Windows Server, Active Directory, DHCP, DNS, Office 365, SharePoint, Group Policies, Microsoft System Center, WSUS, Orchestrator, DFS Services, VMWare, and Citrix.
- Familiarity with SaaS, IaaS, and PaaS operational models regarding new service offerings.
- Knowledge of Identity and Access Management principles, including Least Privilege, PAW, PIM, and PAM.
- Awareness of security best practices to safeguard data against intrusion, loss, and corruption.
- Formal training in IT compliance and governance, including ITIL.
- Dependable with a strong work ethic and commitment to maintaining resilient business and system operations.
- High sense of urgency and ownership, with a visionary mindset that inspires the team, self-motivated with the ability to multitask and deliver solutions under pressure.
- Capability to work effectively in a remote and global setting.
- Commitment to staying current with emerging technologies, cybersecurity threats, and trends in the IT landscape, demonstrating a passion for continuous learning and skill acquisition.
Education and Experience Requirements:
- College diploma or university degree in computer science or a related field.
- 10+ years of IT experience.
- 6+ years of experience in IT management.
Salary Range: $100,000 to $110,000 CAD. This compensation information is a good faith estimate for this position only. Actual salary may vary based on specific skills and years of experience.
Join Us
As we expand, we seek new doers, collaborators, and innovators to join Descartes in our mission to unite people and technology as the global leader in logistics and supply chain technology. We are entrepreneurial, dedicated problem solvers who value teamwork and invest in our people, creating opportunities for advancement across diverse career paths. We prioritize work-life balance and foster an environment that encourages ownership, open communication, and individual accomplishments that contribute to our collective success. At Descartes, every voice matters, and the best ideas prevail, regardless of their source. We offer competitive compensation, comprehensive benefits, flexible work hours, and the chance to be part of a company with a meaningful mission and a strong trajectory.
Descartes is also committed to environmental sustainability. Discover how we assisted our clients in saving over 552,000 metric tons of CO2 in 2020 by minimizing fuel and paper consumption: Join a team dedicated to collaborating with customers to conserve resources and promote sustainability.
If you believe you meet 70% of the qualifications we seek, and Descartes aligns with your career aspirations, we encourage you to consider this opportunity. We will thoughtfully evaluate your experience.
Throughout the pandemic, we have implemented a virtual hiring process and continue to conduct interviews and onboarding via video conferencing. We prioritize the safety of our community and appreciate your understanding.
We are an Equal Employment Opportunity employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected status, or any other characteristic protected by law. For more information about our commitment to equal employment opportunity, please review our Code of Business Conduct and Ethics. Descartes is dedicated to providing reasonable accommodations to job applicants with disabilities. Applicants in North America with disabilities who require accommodations during the application or hiring process can reach out to us for assistance. Your request will be addressed promptly, and accommodations will be evaluated on a case-by-case basis.
