Director, IT Infrastructure and Client Support

Job Details; Canada; Hybrid; CAD 150,000 - 170,000; Full time

Job summary

A leading university is seeking a Director of IT Infrastructure and Client Support to oversee IT operations, cybersecurity, and asset management. This leadership role requires strategic oversight and collaboration with various teams, offering a hybrid work schedule. Candidates should have extensive experience in IT management and a strong technical background.

Qualifications

• 7-9 years of related experience in IT management.
• Proven experience in managing IT infrastructure and helpdesk operations.
• Strong technical expertise in network architecture and cybersecurity.

Responsibilities

• Lead the planning and maintenance of IT infrastructure.
• Develop cybersecurity strategies and disaster recovery plans.
• Oversee helpdesk operations and ensure customer support.

Skills

Leadership

Cybersecurity

Problem-solving

Analytical skills

Collaboration

Education

Bachelor's degree in Computer Science or related field

Master's degree preferred

Tools

Microsoft Azure

VMWare

Microsoft System Center suite

TOPdesk

SQL Server

Job description

• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Salary Range: $150,000 - $170,000

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

Position Summary

The Director of IT Infrastructure and Client Support is a key leadership position responsible for overseeing the organization's IT infrastructure, cybersecurity, disaster recovery, client support, and asset management. This role reports directly to the CIO for Facilities & Operations and provides strategic direction, operational oversight and in-depth technical expertise to the IT infrastructure and client support teams. This role actively collaborates with Facilities and Campus Services Systems leadership and their teams. The position is based in New York City and offers a hybrid work schedule with required off-hour and weekend availability for emergency response.

Responsibilities

• • IT Infrastructure Management:

  Lead the planning, design, implementation, and maintenance of the organization's IT infrastructure, including network systems, servers, storage, virtual and cloud platform.

  Ensure the stability, scalability, security, and performance of the IT infrastructure to meet business needs and industry standards. Ensure existing policies and procedures are adequate and being followed by team members and establish new ones as needed.

  Collaborate with cross-functional teams to identify and implement innovative technology solutions that enhance operational efficiency and support business objectives.

  Oversee the management of server room and network operations to ensure uninterrupted service delivery.

  • Cybersecurity and Disaster Recovery:

  Develop and implement cybersecurity strategies, policies, and procedures to protect the organization's digital assets, systems, and data.

  Ensure compliance with existing policies and procedures, industry standards and regulations related to information security.

  Collaborate with the university’s CISO office and relevant stakeholders to enhance the organization's cybersecurity posture.

  Develop and maintain a robust disaster recovery plan to minimize downtime and ensure business continuity in the event of disruptions or disasters.

  • Helpdesk Operations & Desktop Support:

  Provide leadership and direction to the helpdesk team, ensuring timely and effective resolution of technical issues and excellent customer support. Utilize existing Power BI KPIs and establish new ones as needed.

  Oversee the establishment and maintenance of helpdesk processes, ticketing systems, and service-level agreements.

  Continuously improve helpdesk operations by implementing best practices, evaluating performance metrics, and enhancing customer satisfaction.

  Collaborate with cross-functional teams to identify training needs, develop user support documentation, and deliver training programs to promote user self-service and technical proficiency.

  Foster a collaborative and innovative work culture, promoting professional growth and development within the teams.

  • Asset Management:

  Develop and implement asset management strategies and policies to effectively track, maintain, and optimize the organization's technology assets.

  Establish processes for procurement, deployment, retirement, and disposal of IT assets in compliance with regulatory requirements and industry best practices.

  Collaborate with stakeholders to ensure accurate inventory records, license compliance, and cost optimization.

  Oversee vendor relationships and contracts related to IT infrastructure and asset management.

Minimum Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field is required.

• A minimum of 7-9 years of related experience is required.

• Proven experience in managing IT infrastructure, helpdesk operations, and asset management, preferably in a leadership role.

• Strong technical expertise in areas such as network architecture, server administration, cybersecurity, and IT asset management.

• Demonstrated experience in developing and implementing IT strategies, policies, and procedures.

• Excellent leadership and people management skills, with the ability to build and motivate high-performing teams.

• Strong problem-solving, analytical, and decision-making abilities.

• Excellent communication, collaboration, and stakeholder management skills are required.

• Relevant certifications such as MCP, MCSE, ITIL, CISSP or PMP certifications are a plus.

• We are looking for candidates with hands-on technical support experience and knowledge in the following areas:

  • Microsoft Windows domain, Active Directory, Windows Servers, Group Policies, ADFS and Print Servers
  • Experience in troubleshooting complex issues with desktops, laptops and tablets
  • SAN
  • Blade Systems
  • VMWare
  • Office 365 hybrid setup with exchange online
  • Microsoft System Center suite
  • On-Prem Microsoft Exchange
  • DoubleTake or other disaster recovery systems
  • Veritas or other automated backup systems
  • SQL server maintenance
  • Deploying patches, OS and other software via PXE, SCCM or other systems
  • Desktops, Servers, and other infrastructure Firewall policies

  Prior hands-on experience with the following technologies/platforms is a plus:

  • Microsoft Azure
  • TOPdesk or other IT service management software
  • CrowdStrike
  • Malwarebytes
  • Sumo Logic
  • MaaS360 or other MDM systems

Preferred Qualifications

• Master's degree preferred.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.