Manager, IT Services

**IT Service Manager**

**Why should you consider joining Reis Informatica?**
- **You want to work at a company helping clients with impactful, relevant technology.** Reis Informatica is a Security Focused, Managed Service Provider. We serve our clients so they can focus on their business success. We handle everything to do with their IT needs. From network administration to infrastructure projects to Cyber Security Operations.
- **You want to work with a leadership team who are transparent and trustworthy.** Our senior leaders have a vision for Reis Informatica. They are experienced, knowledgeable, approachable, and consistently working hard to drive success for the company and the team of people who make it happen.
- **You want regular opportunities for learning and growth.** With ongoing feedback from leadership, you’ll find that Reis Informatica encourages you to be your very best. Our onboarding process is thorough and informative because we want to ensure you’re prepared to have a great work experience. We also have programs designed to help you take the next steps you want for your career.

**What’s this role about?**

By being part of our IT Service Delivery team, you will have the responsibility of managing various teams of brilliant IT engineers, technicians, and Cyber Security analysts. Our teams are based on four different continents and many time zones.

Your leadership skills and adherence to processes will ensure Reis Informatica delivers our clients the best possible services. We strive to be a centre of excellence that no other IT VAR, MSP, or service provider can match.

**What will I be doing?**
- Be a leader, a mentor.
- Administrate established company policies
- Supervise Service Delivery personnel and activities
- Make hiring, discharge, or discipline decisions for Service Delivery personnel.
- Managed all Service Delivery Technical Staff
- Managed all client expectations, communications
- Manage service & project coordination
- Managed our teams in Malaysia, and oversee Lisbon and Brazil. Effectively manage, develop, and train the service desk team.
- Build, modify or expand on appropriate service policies and processes
- Ensure SLAs are met
- Ensure tickets are completed on time and are detailed
- Ensure that client documentation is updated and always managed
- Ensure all IT & Cyber Security best practices are being maintained for all our clients and ourselves
- Build and maintain our client communications processes
- Manage and oversee the professional services team and project coordination
- Manage and supervise the helpdesk and network administration services team
- Establish proper methods, Standard Operating Procedures for our various service delivery teams
- Keep track of KPIs and provide reporting to management
- Implement and adopt metrics to measure the success of training programs
- Determine individualized and group training plans that address specific business needs and, if necessary, adapt training methods.
- Provide EXCELLENT client services and communication.
- Be the single point of contact during Severe client issues until resolution.
- Cultivate talent by mentoring, coaching, and training our teams

**What you bring**
- A Bachelor’s Degree in Information Technology, Computer Science, or a related field is required.
- Minimum five years of experience leading and managing team members and training individuals with varying degrees of technical expertise within an IT environment.
- Minimum 3-5 years experience in administrating, managing, and implementing Azure, MS Teams, and other Office365-related services.
- Proven experience, knowledge, and skills related to complex networking, Storage, Hypervisors, hyperconvergence, Windows, Servers, Workstations, Operating Systems, and other IT technologies
- Strong attention to detail with the ability to juggle multiple tasks, set priorities, and meet deadlines.
- Excellent verbal and written communication skills with demonstrated ability to work with technical and administrative teams and external vendors and consultants.
- The ability to translate complex technical problems into easy-to-understand concepts.

**Bonus Points**
- _Special consideration will be given to those who have _previously worked _at a Managed Service Provider._

**About Reis Informatica**

Reis Informatica is a Managed Services Provider that has been helping Kitchener-Waterloo Region, and Southwestern Ontario businesses manage their IT for over 15 years. We specialize in translating technology into business sense. We support our Canadian clients with our offices in Kitchener/Waterloo, Lisbon, Portugal, Malaysia, and Brazil for true Follow-The-Sun, 24/7 support. We also have our own Cyber Security Division focused on keeping our clients safe on the internet.

Reis Informatica offers peace of mind from the board room to the server room so businesses can focus on what they do best. We are a team of people with different strengths and backgrounds that