Manager, Information Technology

**BURNCO Rock Products Ltd** is growing and is looking to fill a **Manager, Information Technology** role. In this comprehensive position you will be the primary owner of support across the organization which includes daily PC interaction, ensuring a reliable IT infrastructure is in place that supports sustainability and efficiency as well as leading a help desk team in following processes, techniques, tools and methods to provide exceptional support and services across **BURNCO**. Based out of our Corporate Headquarters in Calgary, Alberta this role reports to our Director, Infrastructure & Operations.

**What You Will Be Doing**:
**Desktop Support**
- Assist clients in setting strategic direction through ongoing communication and targeted facilitation sessions
- Educate IT senior management on industry advancements related to help desk support and PC lease
- Refresh desktop support as required and maintains business processes as appropriate
- Define and communicate desktop support, desktop implementation, and help desk strategic vision to clients and IT senior management
- Negotiate and administer vendor contractual responsibilities and relationships to drive cost effective and high quality service solutions, including regular review of cost structures and RFPs for services when necessary
- Successfully manage an outsourced staff across multiple time zones and regions (Canada & US) to provide continuous client support
- Lead initiatives to evaluate and leverage desktop support tools and problem management systems, including driving business case development and associated financial evaluations

**IT Infrastructure**
- Recommend suitable technology infrastructure solutions and updates to IT teams in order to develop long
- and short-term planning
- Recommend alternatives for IT infrastructure architecture in order to ensure business sustainability
- Elaborate functional requirements into technical specifications in order to ensure effective development process
- Lead development process by determining and managing optimum resources and timeline in order to achieve project deliverables
- Lead the execution of IT deployment plan in order to ensure deployment efforts are aligned with the agreed solution
- Manage resource availability in order to continuously support the business
- Evaluate overall IT infrastructure capacity in order to ensure optimum system performance
- Identify areas for improvement, develop improvement programs and monitor implementations to increase process efficiency
- Prepare, monitor, and control the annual department budget to ensure expenditure is in line with the business plan

**Help Desk**
- Set customer service standards to ensure the delivery of timely and efficient customer service
- Contribute to improving customer support by improving response time to queries and complaints
- Follow up with customers to identify areas for improvement
- Provide technical guidance for the design, configuration and installation of software updates, maintenance patches and server protocols.
- Work to provide daily support and guidance to the help-desk team
- Provide guidance, support, and coaching to help-desk supervisors and staff
- Motivate the staff to meet the department’s-established service levels and project goals
- Establish and maintain solid working relationships with peer departments and vendors to ensure that the help desk teams meet service-level agreements
- Develop and implement annual departmental goals and strategies, address department needs, and compare operations to industry best practices (e.g., ITIL, HDI, etc.)
- Communicate major non-trading outages to customers and IT providers, including filling the role of incident commander during outage bridge calls
- Monitor and report on relevant help desk metrics and service levels
- Responsible for the hiring process for junior members of the help-desk team, with the final approval from the Director, I & O

**What You Will Bring To Be Successful**

**Skills**
- Strong team leadership skills - 8+ years people management experience preferred
- Excellent oral and written communication skills
- Excellent customer service skills
- Excellent analytical, problem-solving and organizing skills - with proven ability to anticipate risks and devise solutions in the moment
- Effective prioritization and project management skills
- Proven ability to work across a diverse organization and lead complex internal and external project teams
- Excellent facilitation, collaboration and negotiation skills
- Very good presentation skills

**Education & Experiences**
- Bachelor's degree in computer science, information systems, or a related field
- More than ten (10) years of experience in one or more of the following: information technology field, project management, business process management
- Working knowledge of IT architecture and IT governance
- Significant expertise with vendor contract negotiations, compliance, and relationship building
- Sign