Job Summary
The Manager, IT Operations reports directly to the CIO and is the leader the IT Operations team is responsible for cybersecurity, network connectivity, and desktop support. Maintaining a highly available and secure computing and connectivity environment for our staff and guests is a critical part of allowing us to provide world-class experiences to hockey fans in Ottawa and the guests of the Canadian Tire Centre and our other facilities.
The Manager, IT Operations will provide the architectural vision, diligence, and leadership required to ensure all of our critical IT infrastructure functions reliably and as expected.
Responsibilities
- Lead the IT Operations team that is responsible for cybersecurity, network connectivity, and desktop support for our staff and facilities in Ottawa and Belleville
- Work with the CIO and facilities staff to ensure a highly-available, highly secure network communications and computing environment
- Work with the CIO to create and manage the IT Operations Budget
- Ensure that staff have the desktop IT support required to work effectively and securely
- Provide Tier2/3 network support
- Maintain and improve documentation
- Participate in Disaster Recovery planning and testing
- Continuously improve the delivery of the IT services your team delivers with a focus on providing best in class service to internal and external stakeholders.
- Manages a small team of junior and intermediate IT Support staff, maintaining a professional, supportive, and positive work environment for them, evaluate their performance, ensure adequate personal and professional development, identify development needs, and recommend appropriate training strategies.
- Stay abreast of new technology, work methods, and techniques associated with all aspects of computing.
- Establish performance measures and quality control procedures for your team.
- Create standard operating procedures amp; escalation processes for alarms amp; security events relating to network connectivity and infrastructure.
Who You Are
- A strong communicator: You have exceptional oral and written communication skills and are able to articulate your analyses in a clear and concise manner to technical and non-technical audiences.
- Customer-Focused: You naturally have a service-oriented mindset which shows during your interactions through empathy, patience, and a positive attitude.
- Collaborative: You are a natural relationship builder and are comfortable working and engaging with a diverse group of internal and external stakeholders at all levels. You lead by example and focus on supporting others to achieve success.
- Detail-oriented: You have demonstrated experience in being hands-on in projects, day-to-day operations, and troubleshooting to ensure all work items are completed to the highest level of quality.
- Diligent: You are proactive in finding and fixing problems. You follow up with others when needed to ensure solutions remain on track.
- Flexible: You are agile in your approach to be successful in handling multiple projects and can adjust your working hours as required to meet deadlines, respond to outages, or oversee off-hours maintenance.
- A Hockey Fan: You love the Sens!
Requirements
Professional Credentials you Posses
- University degree in Electrical Engineering, Computer Systems Engineering, Computer Science, Management Information Systems, or a related field
- CCNP, CCIP or equivalent certification
Managerial and Leadership Skills amp; Experience that You Have
- 3 or more years leading a small team of IT Support staff
- Coaching junior IT Support staff and helping them develop their careers
- Creating a fun and rewarding work environment for your team
- Working stakeholders to understand their needs in non-technical terms
- Presenting solution options and risks to senior managers or executives
- Developing and tracking budgets
- Maintaining relationships with vendors and partners
- Proactively identifying and highlighting risks and opportunities to your colleagues
Technical Skills amp; Experience that You Have (Networks amp; Infrastructure)
- 7 or more years in IT Support/Services including desktop support, network design and support, and cybersecurity.
- Designing, installing, monitoring, securing, and troubleshooting LAN/WAN including high-availability design, switching, routing, load balancing, firew