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Infrastructure Services Lead

1 week ago

Georgetown, Canada Communications & Power Industries (CPI) Full time

About Us: At Communications & Power Industries (CPI), we cultivate a healthy, dynamic, and team-oriented environment that empowers our employees to develop innovative technology solutions. Our team serves customers in the communications, defense, medical, industrial, and scientific markets.

Job Title: Information Technology Supervisor

The ideal candidate will provide work direction and operational support for infrastructure services, including new implementations while improving Service Level Agreement (SLA) performance and process efficiency.

Key Responsibilities:

  • Leading departmental operational planning and projects
  • Enforcing, creating, and maintaining standard operating procedures
  • Providing operational leadership and mentoring to team members
  • Practicing IT asset management, including device inventory and related documentation
  • Oversight of existing and new client-server business and engineering applications
  • Defining and managing key performance indicators, including first-tier ticket resolution and SLA performance
  • Coordinating with the Cybersecurity team to maintain a strong security posture on end-user devices
  • Working with stakeholders to define business and systems requirements for new technology implementations

Requirements:

  • Post-secondary education in computer sciences or a related field with 7+ years of job-related infrastructure operations experience
  • 3+ years of supervisory/management experience
  • Experience working in a global IT shared service environment
  • Proficient understanding of Microsoft Access Databases, Microsoft Excel, and Macros
  • Experience with ERP systems, JDE, SQL Server, and MySQL is an asset
  • Understanding of Service Level Agreements and First-Tier Resolution Rate concepts
  • Experience with Fresh works, ServiceNow, Remedy, or other ITSM Toolset