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IT Manager

2 weeks ago

Toronto, Canada Fable Full time

**About Fable**

Fable is a Toronto-based accessibility company that is helping businesses make their digital products and services accessible to a billion people with disabilities worldwide. We've built a platform that connects digital teams to people with disabilities for user research and testing. Our customers include Walmart, Slack, Shopify, and many more.

**About the role**

**Responsibilities**:

- **Leadership**:

- Craft and develop the overall vision and strategy for IT to further overall team and business objectives through rapid change and fast company growth
- Take full ownership over day-to-day technical requests and incident management for Fable's internal IT
- Create, review, report, and continuously improve IT's metrics and key performance indicators that measure IT's performance
- Build relationships with leadership across the organization to understand needs and align stakeholders across teams to develop collaborative solutions to improve IT capabilities
- Provide qualified thought leadership across the company regarding technical needs and the services and capabilities that can be provided by the IT Team
- **On day to day, you will**:

- Provide oversight of the outsourced IT Serviced Desk to ensure employees receive the support they require as quickly as possible.
- Assess technical problems and build trust through your system administrator or technical advisor experience.
- Tackle new technical challenges daily, whether it's about O365, Windows, MacOS, security, autopilot, Intune, Jamf device management or others.
- Work with teams to plan for and procure new tools and services and improve the level of support provided for existing tools.
- Conduct regular audits of IT systems and system access levels to make recommendations on system enhancement/integration.
- Plan and direct the implementation of new IT systems.

**Requirements**:

- Diploma in a technical discipline or the equivalent combination of certifications and work experience.
- Elite technical troubleshooting ability with a solid foundation of delivering Tier 1 and Tier 2 Support.
- Strong knowledge of Microsoft Office365, Windows 10, MacOS
- A specialization on an advanced product like Intune, Jamf, Azure, SharePoint or Teams (an asset).
- Mobile device knowledge and experience - iOS and Android
- Proficient knowledge of computer hardware - PC's, Mac's, printers, peripherals, laptop imaging, etc.
- Demonstrated ability to develop metrics and drive performance to KPIs
- Microsoft 365 Certifications (an asset)
- Proven experience planning and managing technical projects
- Excellent oral and written communication skills in English.
- Solution-centric approach and customer-oriented attitude.
- Passion for technology, driven to keep up with the latest trends
- Strong service orientation and passion for delivering innovative solutions
- Some exposure to SOC 2 Type 2 and ISO compliance and audit process
- Prior experience in startup

**You must be**
- Willing to learn about accessibility and follow inclusive design practices.
- Open to working in a fast-moving team
- Willing to learn new tools and adjust quickly
- Able to work within bounds of North American time zones, Eastern Time preferred.

**Nice to haves**
- Prior experience working with assistive technology users
- Proficient on both Mac and PC
- Experience with business intelligence, automations, APIs

**More specifically,**
- Outgoing
- Composed under pressure or in challenging situations
- A problem solver
- A team player

**Benefits**

**What's in it for you?**

At Fable, you'll join a vibrant and rapid growth environment where you'll work with individuals who share the same values of being passionate, socially driven, inclusive, collaborative, and respectful. We offer great benefits such as stock options, career progression, professional development, health/dental benefits, and more.

**Accessibility accommodations