Strategic IT Leader

3 days ago

Kitchener, Ontario, Canada Perimeter Institute Full time
About the Role

Perimeter Institute for Theoretical Physics is seeking a highly skilled and experienced Associate Director of Infrastructure and Support Services to join our Technology Services team. As a key member of our leadership team, you will play a critical role in ensuring the delivery of exceptional IT services to our researchers, staff, and students.

Key Responsibilities
  • Leadership Duties
    • Provide strategic leadership and direction to our Infrastructure and Help Desk teams, ensuring they have the necessary resources and support to deliver high-quality services.
    • Partner with senior leaders and stakeholders to define technology requirements that align with our research, training, outreach, and administrative goals.
    • Create and execute operational and project work plans, revising as needed to meet our changing IT needs and requirements.
    • Work with other Technology Services leaders to develop long-term and annual projects and budgets.
    • Continuously seek opportunities to increase customer satisfaction and strengthen relationships with other business units.
    • Serve as an escalation point for requests, incidents, and complicated support issues.
    • Oversee staff scheduling and task delegation.
    • Conduct performance appraisals and provide coaching and mentoring to team members.
    • Identify training opportunities and ensure the advancement of team members' professional and technical skills.
    • Coordinate and communicate effectively with stakeholders throughout the Institute.
  • Technical Duties
    • Recommend strategies for the acquisition, maintenance, and support of new technologies that contribute to our success.
    • Monitor emerging technologies and industry trends, collaborating with stakeholders to develop technology roadmaps.
    • Manage the day-to-day operations of the Help Desk, following ITSM best practices in ticket management, incident resolution, and service request fulfillment.
    • Support the development, implementation, and delivery of infrastructure technologies, policies, procedures, and protocols.
    • Perform and monitor capacity planning to predict current IT service variations and future requirements.
    • Prepare long- and short-term financial forecasts for end-user and infrastructure services.
    • Create executive reports to monitor metrics and KPIs, identifying areas for improvement in Help Desk and Infrastructure services.
    • Develop and maintain an inventory management system for end-user and infrastructure devices.
    • Manage onboarding and offboarding processes for employees, students, and contractors.
    • Monitor Perimeter's data centre and IT closets to ensure they meet environmental standards required for IT operations.
    • Manage the procurement process, deployment, and operational support of shared computing, network, and storage systems and services.
    • Work closely with the Research Technology team to support research computing and HPC services.
    • Monitor and support Perimeter's cybersecurity program, ensuring alignment with strategic goals.
    • Participate in cybersecurity incident response procedures and remediation activities, and perform periodic privacy and security audits.
    • Ensure ongoing compliance with all applicable laws and regulations, as well as established IT frameworks.
    • Coordinate and participate in on-call rotation.
Requirements
  • Completed postsecondary degree or diploma in computer science/engineering or a working equivalent.
  • 3-5+ years of experience in IT leadership or management roles with a focus on IT service delivery and customer support.
  • Minimum 8-10 years of experience in progressive technology roles.
  • Extensive experience managing large ITSM environments following ITIL best practices.
  • Demonstrated experience in capacity planning, capacity management, development, and production deployment of IT services and projects.
  • Ability to communicate technology plans and practices to both technical and non-technical audiences.
  • Strong customer service orientation to facilitate collaboration with various stakeholders, driving critical decisions and resolving complex issues.
  • Experience developing, monitoring, and managing capital and operational infrastructure budgets.
  • Demonstrated expertise in developing business cases, cost estimates, and total cost of ownership models for full system lifecycles.
  • Demonstrated experience with procurement processes, including RFP/RFQ/RFI processes, vendor management, and contract negotiations.
  • Thorough knowledge of current and emerging end-user and infrastructure technologies.
  • Strong understanding of information security related to end-user and infrastructure operations.
  • Demonstrated experience with MS365 administration, and end-user productivity and collaboration platforms.
  • Broad knowledge of end-point operating system administration, services, security technologies, and third-party software installation.
  • Technical understanding of infrastructure components, including servers' hardware and software, virtual environments, storage management, networking technologies, and telephony.
  • Familiarity with High-Performance Computing (HPC) and research technology environments is considered an asset to success in this role.
  • Strong technical knowledge of desktop/laptop and server operating systems.
  • Familiar with IaaS platforms – Microsoft Azure.
  • Strong interpersonal and communication skills, capable of writing proposals and good documentation, training users in complex topics, communicating with vendors, and interacting positively with management.
  • Self-motivated with independent problem-solving abilities.
  • Ability to lead others and thrive in a team-based environment.

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