Information Technology Operations Manager

Vancouver Island Regional Library (VIRL) acknowledges we operate on the traditional territories of the 55 First Nations within our service area, who are members of the Coast Salish, Haida, Nuu-chah-nulth, Kwakwaka’wakh and Nuxalk peoples. We honour our relationships with these Nations and all other First Nations, Métis and Inuit peoples who reside in this region._

Under the direction of the Assistant Director, Information Technology, the Information Technology Operations Manager is responsible for VIRL’s IT Operations Team who deliver computing and voice services for all VIRL branches and service locations as well as provide day to day end-user support, and maintain the organization’s software, hardware, and network assets.

The IT Operations Manager will foster a culture of responsive customer service and client/user centric decision-making. The IT Operations Manager will lead the team to provide high quality and reliable support services for VIRL staff and customers, while ensuring that VIRL’s computing, and networks are safe, secure, and compliant with all relevant regulations and standards. The IT Operations Manager will build and maintain a culture of excellence and continuous improvement.

The IT Operations Manager contributes to VIRL’s technology strategy and is responsible for delivering key aspects the strategy.

The IT Operations Manager will actively ensure that the highest standards of customer service are met by demonstrating VIRL Class Service characteristics and taking a solutions-based approach to conflict, workplace obstacles and challenges. The IT Operations Manager will:

- be reliable, responsive, and build relationships.
- take ownership and follow up (TOFU).

**Representative Duties**

The IT Operations Manager will demonstrate a thorough understanding of VIRL’s 21st century services, including our significant investment in digital library content, our sophisticated customer discovery tools, our role in teaching digital skills, public computing services and extensive digital communication channels. The IT Operations Manager will work as a collaborative partner with other members of VIRL’s leadership team, ensuring that IT services and tools enable and support VIRL’s success in these areas.
- Oversee and direct the work of the IT Operations team.
- Engage in meaningful technical conversations with the IT Operations team and Assistant Director.
- Ensure the provision and maintenance of secure and reliable IT systems, services, and infrastructure.
- Manage Information Technology operations staff including:

- Delegate, schedule and assign work priorities.
- Provide leadership, coaching and mentorship.
- Responsible for recruitment, attendance and performance management, and the implementation of disciplinary action up to and including termination of employment.
- Ensure that the IT operations team provides high quality and responsive service to staff at all levels, and that team members maintain a strong understanding of the library’s role and a shared commitment to excellent public service.
- Support end users by handling escalations and resolving underlying issues, and act as an after-hours point of escalation for urgent matters impacting library operations.
- Works collaboratively with the IT Project Manager and Systems Support Manager, to ensure excellent communication and a collaborative environment between demand for services, business relationship management and project/portfolio management and IT Operations.
- Introduce and maintain relevant ITIL based services.
- Drive progressive improvements in the maturity of VIRL’s infrastructure, processes, and services.
- Adheres to VIRL’s IT governance and control framework, including policies, standards, and guidelines. Provides input into the development of relevant policies and guidelines.
- Ensure appropriate controls (COBIT) are in place to mitigate current and emerging risks including disaster recovery, business continuity and cyber security.
- Develop and maintain a service catalogue customer service standards and key performance indicators.
- Establish and monitor service levels to ensure performance meets business needs and expectations.
- Support and contribute to VIRL’s long-term life cycle management strategy for all technology.
- Works with the purchasing division to procure goods and services within assigned IT budgets, working within VIRL’s procurement policy and guidelines.
- Work with and manage the performance of IT vendors and contractors.
- Preserves VIRL’s data and assets by implementing disaster recovery and back-up procedures and information security and control structures.
- Maintains currency and knowledge of industry best practices, market trends and new and evolving service offerings.
- Performs other related duties as required.

**Required Education & Experience**

Completion of a Degree, Diploma or Certificate in the computer science field.

Completion of a Business Degree or Certi