Manager - IT Operations

At Hollyburn Family Services, we are dedicated to making a positive impact in the lives of individuals and families. As a leader in delivering high-quality community-based services, we are committed to supporting vulnerable populations and fostering inclusive communities. Our team is driven by compassion, integrity, and the belief that everyone deserves access to the resources they need to thrive. Join us in creating meaningful change through innovative and collaborative approaches.

Position Summary:
The IT Operations Manager will support Hollyburn Family Services to meet its information technology/information management objectives, providing advice on and implementing the agency’s IT/IM-related projects in support of the agency’s strategic and business objectives, including data analytics; providing oversight and management of day-to-day IT/IM operations, including maintaining and managing IT hardware assets, maintaining security and confidentiality of information assets, training and support, and technical oversight of the agency’s website. This is a full-time position Monday to Friday with the need for flexibility for on-call service after hours and on weekends as needed.

General Duties:

- Provide input on and implementing IT-related strategic planning and annual technology plan.
- Oversee development, implementation, training on and maintenance of information systems and structures that are efficient, secure, accessible by authorized users, consistent across all agency departments, allow for collaborative information sharing, and are compliant with legal, contractual and accreditation requirements.
- Provide input on development of and manage IT budget.
- Manage relationships with external managed service provider(s).
- Provide input on and oversee implementation of data analytics to measure outcome and key performance indicator metrics.
- Provide input on vision and oversee development of workflow systems that promote agency-wide communication and efficiency.
- Oversee implementation of enhancements to custom-built, Python-based outcome tracking system.
- Oversee and manage day-to-day IT/IM operations, including maintaining and managing IT hardware assets, maintaining security and confidentiality of information assets, training and Tier 1-3 support with internal IT support and with external managed IT support providers.
- Oversee technical oversight of agency website.
- Oversee development and implementation of training programs to ensure effective use of agency IT systems and software.
- Oversee and manage connectivity support, including permissions management, employee onboarding/offboarding
- Support implementation of and adherence to IT governance and policies.

Qualifications:

- Bachelor's degree in computer science, information systems, or software engineering
- Minimum five years’ experience in direct desktop support, programming, including minimum two years in a supervisory or management role
- Experience managing IT department budgets
- Experience managing security and privacy in a highly-regulated environment
- Microsoft Administrator Expert, Power Platform Developer Associate and/or Dynamics 365 Business Central Developer Associate certifications
- Must complete a Criminal Record Check
- Must have a valid Class 5 BC driver’s license and a vehicle

**Skills**:

- Strong technical knowledge of Microsoft 365, including SharePoint, Office Suite, Power Automate, Power BI, PowerShell, Exchange; VPN; Adobe Pro/Adobe Sign; Quickbooks.
- Familiarity with programming, including Python, PHP, and WordPress.
- Project management skills to effectively plan, execute, and monitor IT projects. Strong awareness of privacy and security.
- Experience in data analytics.
- Excellent communication skills with the ability to effectively communicate complex technical concepts to non-technical users and partners, including in-person and using communication platforms.
- Ability to project and manage IT budgets.
- Comfortable using strength-based management approach.
- Ability to organize and prioritize multiple tasks effectively.
- Ability to consistently make effective high-quality decisions.
- Ability to travel to different locations in the Lower Mainland.
- Must be flexible and adaptable.
- High degree of business ethics and accountability.
- A great team player - willing to jump in and help out wherever needed.