IT Manager

SysGen Solutions Group; Calgary; Hybrid; CAD 110,000 - 140,000; Full time

Benefits offered by this job

Professional Training

Distinctive Compensation Program

Culture of Health & Wellness

Diversity & Inclusion

President’s Club for ALL Employees

Double Dip Time-Off Policy

Group Benefits Plan

Award-Winning Culture

Job summary

SysGen Solutions Group is seeking an IT Manager to lead a growing tech team and deliver strategic IT solutions for client businesses across Alberta and BC. You will shape plans, oversee service delivery, and drive initiatives that increase efficiency and value.

As a leader, you will manage a team of technical professionals, mentor staff, and ensure knowledge sharing and continuity across client accounts. The role requires strong communication, remote/onsite adaptability, and a focus on

Qualifications

• 5+ years’ experience in Operating Systems and Networking.
• 3+ years’ experience in IT/IS management including strategic planning.
• Bachelor's degree or Diploma in Information Technology, Computer Science, a related field, or equivalent experience is an asset
• ITIL v3/4 or other ITSM best practices certification program is an asset
• Relevant IT Vendor certifications (MSCE, VCP, CCNA etc.) is an asset
• Proven competency in monitoring, maintaining and optimizing computer systems, security, network and systems administration, databases and data storage systems, and phone systems
• Depth of knowledge in IT infrastructure and operations best practices and emerging technologies
• Management of technical teams of 4-8 people
• Ability to liaise with all levels of client organization and provide executive level communication and presentations
• Ability to work remotely and onsite as required

Responsibilities

• Work across multiple SysGen accounts as their IT Manager and Strategist to provide technology solutions to business challenges
• Monitor service and financial targets of existing contracts to support client satisfaction and retention, and growth of the organization in both technical services activity and project work.
• Define, deliver and arrange support for strategic plans and projects in the implementation of IT assets and accomplishing clients’ IT goals.
• Validate Service Level Agreement objectives against field performance and provide feedback to service teams
• Provide direct management and leadership to the Technical Account Executives.
• Communicate values, strategies, objectives; planning, monitoring and appraise job results; develop a climate for offering information and opinions
• Increase SysGen effectiveness by orienting, training, coaching, and counseling staff as well as identifying unique training or knowledge needs
• Ensure technicians document a knowledgebase of their assigned clients
• Run ticketing system reports to identify patterns of failure in technology and/or personnel and prescribe correctional programs for recurring issues
• As part of the Escalation Group, be available to assume the role of Escalation Manager where needed.
• Manage technical teams for incident and problem management
• Ensure SysGen monitoring tools are properly configured and utilized for clients
• Exhibit leadership behaviors that value our people, help employees reach their full potential, and enable them to create a high-performance work environment
• Maintain quality service by establishing corporate standards and enforcing SysGen standards, suggesting areas for improvement to client’s internal processes and identifying and creating policies in alignment with client needs and their HR processes

Skills

Operating Systems

Networking

Strategic planning

Team management

Remote work capability

Education

Bachelor's degree in Information Technology or Computer Science

Tools

ITIL v3/4

MSCE

VCP

CCNA

Job description

IT Manager

SysGen Solutions Group changes the way people use technology to solve business challenges and enhance productivity, collaboration and processes. Our IT solutions include fully managed IT services, network administration and design, cloud computing, cybersecurity and data management. We're committed to providing unmatched customer service, comprehensive IT support, and innovative IT solutions for clients across Alberta and British Columbia.

We are looking for an exciting & enthusiastic addition to assist in leading our growing tech team.The IT Manager builds strategic plans and technology solutions based on client business goals. Responsible for leading a team of technical professionals, this position oversees the effective and efficient delivery and evolution of services to their assigned clients.

Working at SysGen means being part of a team of dedicated professionals who refuse to take themselves too seriously. We work hard to foster an inspiring, energetic and healthy work environment where our employees are respected, empowered and rewarded for going the extra mile. We value honesty, kindness and out-of-the-box thinking.

Life at SysGen Solutions - Perks & Benefits – What’s in it for you?

• Professional Training: Paid-for courses to meet your career development goals.
• Distinctive Compensation Program: The base salary and variable compensation program give you the ability to drive your annual income.
• Culture of Health & Wellness: We believe that work-life balance is important – when you have time to refresh with family and friends you are more energized and engaged in everything you do.
• Diversity & Inclusion: Collaboration & Relationships are two of our Guiding Principles because we know the energy and ideas that are generated when diverse experiences and talent work together toward solutions.
• President’s Club for ALL Employees: SysGen recognizes employees from every department who go above and beyond with an all-expenses-paid trip to a fun destination. Last time it was Mexico!
• Unique Double Dip Time-Off Policy: Double your vacation time with a payout option at the end of the year!
• Group Benefits Plan: A comprehensive plan to cover the needs of you and your family.
• Award-Winning Culture: We invest in our people and drive innovation. Here are some of our awards:
  • Canada’s Top 100 Small & Medium Employers (2018, 2019, 2021, 2022)
  • Alberta’s Top 75 Employers (2017, 2018, 2022)
  • Canada’s Top Growing Companies by The Globe and Mail (2019 & 2021, 2022)
  • CDN Top 100 and CRN MSP 500 awards (2015-2021)
  • Top Managed Services Provider by Channel Futures (2022, 2023)

Responsibilities

• Work across multiple SysGen accounts as their IT Manager and Strategist to provide technology solutions to business challenges
• Monitor service and financial targets of existing contracts to support client satisfaction and retention, and growth of the organization in both technical services activity and project work.
• Define, deliver and arrange support for strategic plans and projects in the implementation of IT assets and accomplishing clients’ IT goals. This includes evergreening strategies, or migration to new technologies identified as either lowering costs or increasing efficiencies.
• Validate Service Level Agreement objectives against field performance and provide feedback to service teams
• Provide direct management and leadership to the Technical Account Executives. Communicate values, strategies, objectives; planning, monitoring and appraise job results; develop a climate for offering information and opinions
• Increase SysGen effectiveness by orienting, training, coaching, and counseling staff as well as identifying unique training or knowledge needs to support and service clients
• Ensure technicians document a knowledgebase of their assigned clients
• Run ticketing system reports to identify patterns of failure in technology and/or personnel and prescribe correctional programs for recurring issues as indicated through reporting from the ticketing system
• As part of the Escalation Group, be available to assume the role of Escalation Manager where needed. Manage technical teams for incident and problem management
• Ensure SysGen monitoring tools are properly configured and utilized for clients
• Exhibit leadership behaviors that value our people, help employees reach their full potential, and enable them to create a high-performance work environment
• Maintain quality service by establishing corporate standards and enforcing SysGen standards, suggesting areas for improvement to client’s internal processes and identifying and creating policies in alignment with client needs and their HR processes

Requirements

• 5+ years’ experience in Operating Systems and Networking.
• 3+ years’ experience in IT/IS management including strategic planning.
• Bachelor's degree or Diploma in Information Technology, Computer Science, a related field, or equivalent experience is an asset
• ITIL v3/4 or other ITSM best practices certification program is an asset
• Relevant IT Vendor certifications (MSCE, VCP, CCNA etc.) is an asset
• Proven competency in monitoring, maintaining and optimizing computer systems, security, network and systems administration, databases and data storage systems, and phone systems
• Depth of knowledge in IT infrastructure and operations best practices and emerging technologies
• Management of technical teams of 4-8 people.
• Ability to liaise with all levels of client organization and provide executive level communication and presentations
• Ability to work remotely and onsite as required

SysGen employees are guided by our 8 Guiding Principles

• Collaboration Communication
• Consistency Expectations
• Innovation Integrity
• Relationships Responsibility

SysGen follows the principles of equal opportunity, diversity, and inclusiveness regarding our hiring and promotion procedures.

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