Strategic IT Leader

2 months ago

Kitchener, Ontario, Canada Perimeter Institute Full time
Job Summary

The Perimeter Institute is seeking a highly skilled and experienced Associate Director of Infrastructure and Support Services to join its Technology Services team. This strategic role will be responsible for leading the development and implementation of IT strategies that align with the Institute's research, training, and administrative goals.

Key Responsibilities
  • Leadership Duties
    • Provide leadership, motivation, and direction to the Institute's Infrastructure and Help Desk teams.
    • Partner with senior leaders and stakeholders to define technology requirements and develop long-term and annual projects and budgets.
    • Create and execute operational and project work plans, revising as needed to meet the Institute's changing IT needs and requirements.
    • Work with other Technology Services leaders to develop and implement IT strategies that align with the Institute's goals.
    • Continually seek opportunities to increase customer satisfaction and strengthen client 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 of the Institute's Infrastructure and Help Desk teams.
    • Identify training opportunities and ensure the advancement of team members' professional and technical skills, fostering ongoing improvements in service delivery.
    • Coordinate and communicate effectively the Help Desk and Infrastructure plans and activities with stakeholders throughout the Institute.
    • Establish and cultivate strong business relationships with vendor technical and sales teams.
  • Technical Duties
    • Recommend strategies for the acquisition, maintenance, and support of new technologies that will contribute to the success of the Institute's academic, research, teaching, and administrative activities.
    • Monitor emerging technologies and industry trends, collaborating with a wide range of stakeholders to develop technology roadmaps.
    • Manage the day-to-day operations of the Help Desks following ITSM best practices in ticket management, incident resolution, and service request fulfillment, ensuring timely and effective responses to end-user requests and technical issues.
    • 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 to identify 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 the Institute's data centre and IT closets to ensure they follow environmental standards required for IT operations.
    • Manage the procurement process, deployment, and operational support of shared computing, network, and storage systems and services (cloud and on-premises).
    • Work closely with the Research Technology team to support research computing and HPC services.
    • Monitor and support the Institute's cybersecurity program and ensure 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 the field of computer science/engineering or working equivalent.
    • 3-5+ years experience in IT leadership or management roles with a focus on IT service delivery and customer support.
    • Minimum 8-10 years 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 (e.g., MS365 apps, Teams, OneDrive, SharePoint, Dropbox, Zoom, Slack)
    • Broad knowledge of end-point operating system administration (window and MACs), services (e.g., Directory Services, DNS, DHCP, VPN, printing), security technologies (e.g., firewalls, antivirus, email filters), and third-party software installation.
    • Technical understanding of infrastructure components including: servers' hardware and software, virtual environments, storage management, networking technologies (wired and wireless), and telephony.
    • Familiarity with High-Performance Computing (HPC) and research technology environments is considered an asset to success in this role.
    • Strong technical knowledge 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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