IT Service Manager

Scandinavian Building Services has been a Canadian leader in retail and commercial cleaning for the last 60 years. Starting as a small family owned and operated business in Edmonton Alberta in 1982 to offering full service janitorial and building maintenance across Canada today. We attribute our success to staying true to our core values of Service, Motivate, Respect, and Connect. As we continue to grow we are looking to add a **IT Service Manager** to the Scandi Family

**Location**: Edmonton Head Office

**Business Hours**: Monday-Friday 8:00am-4:30pm with flexibility to be “on call” after hours and on weekends - 2 weeks on call, 2 weeks off.

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

- **Awarded one of Canada's Best Managed Companies**:We're committed to a high level standard of excellence for both clients and our Scandi Family.
- **Growth Opportunities**: A place to hang your hat. We want our employees to grow with us long term and offer a tuition reimbursement program to continue your professional development.
- **Stability and Job Security**: Even through tough economic times we've continued to steadily grow, and we aren't slowing down any time soon. With a strong national presence across Canada and growth into the US.
- **Family First Culture**: We are and have always been a family owned and operated business. We have family friendly events year-round and affectionately call our team members the Scandi Family.
- **Benefits**: We offer a comprehensive medical and dental plan as well as personal days off.

**What your day to day will look like**:
You will be reporting into**the Director of IT. Managing a team of 3 direct reports.
- Technical Escalation Point: Serve as the final escalation point for complex IT issues needing advanced troubleshooting.
- System Setup & Deployment: Oversee and participate in the deployment, configuration, and secure implementation of IT infrastructure.
- Software & Systems: Manage tools like M365 suite, Active Directory, Meraki, and backup solutions.
- Networks & Security: Maintain local networks, servers, and security systems through patching, monitoring, maintenance, and modifications.
- Emergency After-Hours Support: Triage and prioritize tickets and calls during after-hours, including weekends and holidays. This is an anticipated cycle, two weeks on and two weeks off.
- Inventory: Maintain accurate and up-to-date hardware inventory levels.
- Compliance: Conduct regular audits to ensure adherence to IT processes, policies, and practices.

**Leadership and Management**:

- Support strategic succession planning of the team, which is backed by cross-training and development programs
- Uphold Company values and mission
- Demonstrate leadership throughout the organization
- Lead and supervise IT team members
- Address IT team performance, personnel issues, and policy implementation
- Share IT knowledge and coach the team on best practices
- Manage unpredictable situations diplomatically
- Maintain personal and colleagues' safety by following health and safety regulations

**Department Management and Innovation**:

- Collaborate with the IT team and the Director to develop, update, and maintain IT SOPs and knowledgebase articles.
- Manage software and hardware life cycles.
- Oversee user onboarding and offboarding, ensuring system security and a positive experience.
- Coordinate and deliver IT projects, providing status reports to the Director as needed.
- Communicate regularly with the Director to clarify requirements.
- Ensure monthly departmental KPIs are met, adjusting as needed.
- Assist the team with day-to-day activities while leading the department.

**Hardware and Mobile Device Management**:

- Administer and maintain the MDM solution.
- Communicate with users regarding the status of new devices.
- Manage and approve replacement device requests as necessary.
- Ensure all systems are patched to protect against vulnerabilities.
- Managing endpoint devices such as laptops, servers, mobile devices, and peripherals includes imaging, configuration, and asset tracking.

**Technology Solutions**:

- Assess technology and software solutions to address business requirements, providing recommendations as necessary.
- Supervise the implementation and facilitate training on new technology solutions as needed.
- Help all users as required.

**Our interview process**:

- 20 minute preliminary phone interview with our Recruiter
- 20-40 minute assessment (depending on optional practice questions or breaks)
- 30 minute MS Teams video interview with the Hiring Manager and direct Supervisor for the role