IT Manager

Job title: IT Manager

Job description: Job Summary: The IT Manager is responsible for working collaboratively with all internal departments leading the internal IT team (Service Desk, Systems Admin and Network Admin) as well as working with the rest of the Trapeze Group and some of the Modaxo Americas companies to ensure the successful management of all aspects of IT operations. The individual will ensure SLAs and KPIs are consistently met, and technical decisions are aligned with the business objectives of the organization. In addition, the role will also define and implement policies, procedures and best practices related to technical and platform infrastructure.

Job Description:

Broad technical knowledge along with several years of experience is required. Expertise ranging from VMware infrastructure to network and telephony, alongside ITIL experience in incident, problem, and change management. The successful candidate will be forward-thinking, highly customer-focused, and self-motivated with a desire to improve IT services with a view to putting in processes and technologies that enhance the user experience.

Responsibilities

• Lead and take ownership of critical incident management response, controlling and coordinating necessary activities to restore service, determining root cause and delivering root cause fixes. Ensure on-going and pro-active communication with stakeholders, executive team and Director of IT.
• Lead three core areas of IT: systems infrastructure (on-prem VMWare based using vSphere and vCenter), network infrastructure (Cisco based switches, firewalls, and VPN) and service desk (end user support and first line of contact).
• Work with various teams to define the IT requirements for new business systems implementations (including business-based cost justifications/benefit analysis and deployment).
• Manage technical staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
• Benchmark, analyze, report on, and make recommendations for the improvement and growth of IT services and systems. Report on KPI’s and SLA targets on a regular basis.
• Assist in management of financial aspects of IT systems, including purchasing and budgeting.
• Deliver progress reports, proposals, requirements documentation, and presentations. Establish and maintain regular written and in-person communications regarding IT activities and performance.
• Build, develop, and grow any business relationships vital to the success of the department and/or organization. Administer vendor, outsourcer, and service agreements with a view to cost savings.
• Apply innovation and implement systems that are highly available, scalable, and self-healing on selected IT platforms and ensure systems are secure and compliant with industry standards / best practices.
• Be reachable 24/7 in emergencies and help deliver first-class service and support to customers.
• Be hands-on and assist teams in troubleshooting and resolving technical operational issues related to IT software, hardware and cloud platforms.
• Develops and maintains IT documentation and policies including system diagrams, disaster recovery plans, and system dependencies.
• Ensure knowledge of the platforms is accurately maintained and documented and play a lead role in ensuring the transfer across all support staff.

Qualifications

• Microsoft technologies: M365, Teams, Windows OS, Server OS, Virtual Desktop
• Server infrastructure: VMware (vSphere and vCenter) training and experience a requirement. vSAN knowledge an asset.
• Networking (VPN, Cisco, Switches, Firewalls, VLANs)
• Security: SIEM, vulnerability management and EDR experience.
• Hardware Provisioning and Asset Management (MDM, Windows/Mac PCs, iPads, iPhones, Android, endpoint management)
• Ticketing system experience and ITIL background
• Cybersecurity (penetration testing, security policies, end-point detection, DLP)
• Well organized, detail-oriented and able to work variable hours when required
• Desire to support a culture of continuous learning
• Energetic, personable and results oriented

A “can-do” attitude taking ownership; prepared to be held accountable for actions, behaviors and targets

Worker Type: Regular

Number of Openings Available: 1

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