IT Operations Manager

You will be primarily responsible for overseeing the operations of an IT Managed Services company to ensure our customers are receiving the very best in service. You will have the responsibility of managing all procedures related to identification, prioritization, escalation and resolution of incidents, including monitoring, tracking, communication and coordination of managed services functions.

**Responsibilities**
- Strategy & Planning_
- Develop, implement and oversee policies and procedures that outline how problems are identified, documented, assigned and corrected to ensure consistent service levels and quick resolutions
- Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes;
- Responsible for planning, designing, and analyzing the organization’s service desk
- Analyze performance of Managed Services activities and documented resolutions, identify problem areas/trends, and deliver solutions to enhance quality of service and to prevent future problems
- Develop weekly, monthly and quarterly reports on Managed Services performance (response time, resolution timeframe, customer satisfaction, etc.)
- Responsible for staffing capacity planning, recruiting and training Support Analysts;
- Performs, maintains and is responsible for all Managed Services functions and subsequent security, operations and system administrative duties
- Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts;
- Operational Management_
- Manage the processing of incoming requests to ensure courteous, timely and effective resolution of end user issues;
- Oversee the development, implementation and administration of staff training procedures and policies.
- Oversee management of the ticketing and software/hardware inventory systems;
- Implement and monitor hardware/software standards. Assess needs for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Develop and enforce request handling and escalation policies and procedures.
- Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
- Oversee development and communication of usage guides and FAQs as well as all on boarding requirements such as IT setup and security forms for end users.
- Attend training seminars, conferences and trade shows to broaden knowledge of current and future technologies.
- Train, coach and develop team for outstanding customer service and for growth opportunities within IT department.
- Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
- Monitor incident trends and anticipate potential problems for proactive resolution
- Qualifications:_
- College diploma or university degree in the field of computer science
- 5 years equivalent work experience as a Service or Helpdesk manager
- 7 years experience in Helpdesk and computer systems related support
- Certification in ITIL, HDM, SDM or other equivalent Helpdesk Service Desk management certifications is considered an asset
- Excellent oral and written communication skills with the ability to effectively convey technical messages to non-technical audience
- Effective organizational and problems solving skills as well as planning for not only prioritizing work activities but also anticipating shifts in priorities
- Working Conditions_
- This position has the option of working from home
- Flexible hours
- Ability to work after hours and have on-call availability
- Ability to do some traveling as required
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.

An equitable and accessible recruitment process is a key part of our approach. Please let us know if we can offer accommodations for you in the recruitment process or if you have feedback on how to make our recruiting more accessible.

**Who we are**

**Optek Solutions** is your friendly Information Technology (IT) department. Our mission is to provide proactive, knowledgeable, and simple IT support and services to organizations of all sizes.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- On call

Supplemental pay types:

- Bonus pay

**Location**:

- Saskatoon, SK (required)

Work Location: In person