Manager, IT Infrastructure

Overview

Lead IT support team, manage service desk, network, and user devices to ensure optimal operations.

Key Responsibilities

• network support
• service desk
• ticketing
• sla management
• vendor management
• team leadership

Tasks

-Encourage a supportive team environment as a leader while effectively empowering others with corresponding accountability. -Ensure that the existing network and desktop environment is supported to meet business operational needs and implement appropriate security measures. -Proactively managing communications pertaining to technical support, operations, changes, and issues in a timely manner. -Conduct reviews of quality and in a timeliness of service delivery (Review key performance indicators) -Leading and overseeing all components of the Service Desk, User Device Management, and Network team operations. -Directs and oversees the escalation within the Service Desk and external support (providers/vendors). -Act as a positive role model, motivating employees, co-workers and the business group to promote a high performance technical and business focused team. -Create and present presentations to vendors, IT, and business unit leadership. -Direction, management and coaching of employees, providing them with challenges, giving them the opportunity to learn and to be successful. -Support delivery to employees and business partners (as needed) and ensure systems are performing optimally for the end users. -Effectively manage internal staff and external sourcing relationships, to provide seamless delivery of support services, project support, and development / deployment of new and existing technology. -Prioritize daily tickets to ensure timely resolution of issues with the highest impact. -Assisting employees with their growth and development. -Managing SLAs, department defined and external service providers. -Participate with our various Audit, Risk Management, Disaster Recovery, and Security governance requirements. -Advocate and manage the ticketing system (Fresh Service) to provide standard and sustainable processes for IT services delivery and continual improvement. -Gain the confidence of the business by providing support delivery with a sense of urgency and coping with business changes effectively and efficiently. -Integrate technical vendor support and leverage external resources to achieve internal value-added capabilities. -Identify initiatives that proactively address network security, maintenance of software, and configurations, while managing service level expectations of the business and colleagues in general.

Requirements

• itil
• azure
• o365
• active directory
• networking
• 5+ years

What You Bring

-ITIL certified, version 3 or 4. -Proven ability to mentor and support the development and growth of one's direct reports. -Strong presentation and facilitation skills. -Ability to effectively communicate and relate to all levels of the organization. -Full engagement in creating and developing support team strategies which align with the business and organizational vision. -Experience with core network infrastructure and desktop technologies, such as Windows, Active Director, switching and routing, and wireless access points.. -Practical experience in hardware and software deployment within a multi-vendor, and complex environment. Focus on O365 and Azure. -Proven ability to understand business priority including day-to-day operational issues. -Excellent people management skills; experience working with and managing teams in a matrix environment. -Effective verbal and written communication skills. -Minimum of 5 years' experience managing small to medium sized, complex business/technology enterprise environments. -Experience with Incident/Service Request/Change/Problem Management services. -Ability to adapt and embrace change in a fast-paced, changing environment

People Also Searched For

About Choice Properties

-Specializing in a diversified portfolio of retail, industrial, and residential properties. -Offering investors exposure to long-term income-generating assets. -Key projects include large retail centers, distribution facilities, and mixed-use developments that combine residential with commercial spaces. -Continues to expand its footprint through strategic acquisitions and developments. -Distinctive focus on creating vibrant, integrated communities, making it a notable player in Canada's real estate sector.

Sector Specialisms