IT Operations Lead

K’awat’si Economic Development Corporation (KEDC); Port Hardy; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Relocation assistance

Accommodation covered for relocation

Benefits after 3 months

Career growth

Wellness incentives

Company events

3 weeks vacation

Job summary

k'awat'si Economic Development LP (KEDC) is seeking an IT Manager to lead reliable, secure IT services across KCMS, KEDC, partners and clients in Port Hardy, BC. You will manage the IT team, oversee service delivery, projects, and infrastructure, while strengthening cybersecurity and business continuity.

This role requires strategic and hands-on leadership, vendor management, and a focus on governance, risk, and compliance.

Qualifications

• Diploma or degree in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum 5 years of progressively responsible IT experience.
• Experience coordinating projects and leading or supervising IT staff.
• Experience in multi-site or multi-business environments is preferred.

Responsibilities

• Lead and oversee daily IT operations, including service desk activities and ticket triage.
• Supervise and mentor IT staff; set performance expectations and growth opportunities.
• Lead IT team meetings; communicate priorities and risks.
• Coordinate IT staffing, onboarding, training, and workforce planning.
• Act as the senior operational point of contact for IT matters with stakeholders.
• Monitor SLAs, service quality, and incident trends; implement improvements.
• Plan, manage, and deliver IT projects from initiation to close.
• Develop and maintain IT policies, SOPs, and end-user resources.

Skills

IT leadership

Team management

Service delivery

Vendor management

Cybersecurity

Business continuity

Project coordination

Documentation

Education

Degree in IT / Computer Science

Tools

Windows Server

Active Directory

MS 365 / Office 365

Virtualization

SQL Server

VMware

WatchGuard Firebox

Kerio Mail Server

Job description

k'awat'si Economic Development LP (KEDC) was established in 2014 to foster community-driven growth and prosperity. Dedicated to creating sustainable, culturally significant businesses, KEDC aims to generate revenue, skills, and development opportunities that benefit the Gwa’sala-‘Nakwaxda’xw community.

POSITION PURPOSE

The Information Technology Manager is accountable for the reliable, secure, and efficient delivery of information technology services across KCMS, KEDC business lines, partners, and clients. The role combines strategic and operational leadership with hands-on technical expertise. The IT Manager leads the IT team and is responsible for the direct supervision, coordination, development, and day-to-day management of IT staff. The Manager leads IT operations, manages service delivery and projects, maintains core infrastructure and systems, strengthens cybersecurity and business continuity, manages vendors and service levels, and ensures that technology solutions support organizational priorities.

Work Location

-Port Hardy, BC

Company/Department

- K'awat'si Consulting and Management Services (KCMS) / Information Technology

Reports To-

Director of operations, KCMS

Scope

- Supports KCMS, KEDC business lines, partners, clients, and affiliated operations

What We Offer:

• 1 month of covered accommodations in a hotel room for individuals relocating from outside of Northern Vancouver Island.
• Relocation assistance
• Enrollment in the company benefits plan after 3 months of employment
• Career growth and educational development opportunities
• Company events and holiday parties
• Wellness incentives, including discounted gym membership and access to free in-person counselling services.
• 3 weeks of vacation

ESSENTIAL DUTIES AND RESPONSIBILITIES

IT Leadership, Service Delivery and Team Management

• Lead and oversee daily IT operations, including service desk activities, ticket triage, work allocation, prioritization, escalation, and timely resolution of support requests.
• Lead and directly supervise the IT team, including IT staff and technicians; provide day-to-day direction, assign and monitor work, set priorities, coordinate coverage, and ensure the team is meeting operational and service requirements.
• Supervise, mentor, coach, and develop IT team members; establish clear performance expectations, accountability, service standards, and opportunities for professional growth.
• Lead regular IT team meetings and maintain clear communication regarding priorities, projects, operational issues, risks, and organizational requirements.
• Support IT staffing activities, onboarding, training, performance management, and workforce planning in coordination with senior leadership and Human Resources.
• Act as the senior operational point of contact for IT matters and coordinate with the Director of operations, business leaders, partners, vendors, and internal stakeholders.
• Monitor service quality, workload, response times, recurring issues, and service level agreements (SLAs), and implement corrective actions where required.
• Prepare and present operational and performance reports, including service metrics, risks, project status, infrastructure concerns, and recommendations.
• Assess technology needs for existing operations, new clients, partners, and new business lines and recommend appropriate solutions, resources, and support models.

Technical Support and Infrastructure

• Provide and oversee hands-on technical assistance for computer systems, hardware, software, peripherals, mobile devices, printers, meeting-room audio/visual systems, and related technology.
• Set up, configure, deploy, maintain, repair, and replace workstations, servers, network equipment, and peripheral devices as required.
• Troubleshoot and resolve complex hardware, software, network, connectivity, and system issues; support technicians with escalated incidents.
• Administer and support Windows operating systems, Microsoft server environments, Active Directory, Microsoft Office / Microsoft 365, virtualization platforms, SQL Server, and other business applications in use by the organization.
• Install and maintain server systems in virtual environments, review server event logs, apply updates and patches, and perform routine system maintenance.
• Back up and restore end-user and server data in accordance with approved backup, retention, and recovery procedures.
• Maintain network connectivity and implement network solutions across offices, operating locations, and supported business units.
• Make and coordinate vendor service calls and support hardware warranty, licensing, repair, replacement, and lifecycle activities.

Cybersecurity, Privacy and Compliance

• Protect the confidentiality, integrity, and availability of networks, systems, accounts, devices, and organizational data.
• Implement, monitor, and continuously improve cybersecurity controls, including access management, patching, endpoint protection, anti-virus/anti-malware, firewall controls, security certificates, and related safeguards.
• Monitor security events, vulnerabilities, certificates, and compliance requirements and coordinate prompt remediation of identified risks.
• Promote secure technology practices, user awareness, and appropriate handling of organizational information.
• Support incident response, investigation, containment, recovery, documentation, and follow-up for cybersecurity and technology incidents.

Projects, Business Continuity and Vendor Management

• Plan, coordinate, and deliver IT projects from initiation through implementation and close-out, including scope, milestones, resources, risks, documentation, and stakeholder communication.
• Ensure IT projects and technology investments align with organizational goals, operational requirements, and approved priorities.
• Develop, maintain, test, and improve business continuity and disaster recovery plans for critical technology services and systems.
• Manage relationships with technology vendors, service providers, and partners, including issue escalation, service performance, renewals, and coordination of technical work.
• Support technology procurement, licensing, asset lifecycle planning, inventory control, and budget input for assigned IT services and projects.

Policies, Procedures, Documentation and Training

• Develop, implement, and maintain IT policies, Standard Operating Procedures (SOPs), technical standards, workflows, checklists, and end-user resources.
• Maintain accurate technical and operational documentation, including system configurations, network information, changes, assets, vendors, processes, and recovery procedures.
• Develop end-user training materials and provide or coordinate technology orientation and onboarding for new employees.
• Identify recurring support issues and improve systems, documentation, automation, user education, and processes to increase efficiency and consistency.
• Ensure appropriate knowledge transfer and cross-training within the IT team to reduce operational dependency on any one individual.

Other Responsibilities

• Maintain a professional and service-oriented approach when working with employees, clients, partners, visitors, suppliers, and vendors.
• Be available for planned maintenance, urgent incidents, and operational requirements outside regular business hours when necessary.
• Perform other IT-related duties and oversee special projects as assigned by the Director of operations.

EDUCATION AND EXPERIENCE

• A diploma or degree in Information Technology, Computer Science, Information Systems, or a related field is preferred; an equivalent combination of education, certification, and relevant experience may be considered.
• Minimum 5 years of progressively responsible experience in IT support, infrastructure, systems administration, or IT operations, including experience coordinating projects and leading or supervising staff.
• Demonstrated experience supporting multi-site or multi-business environments is preferred.
• Experience with business continuity, disaster recovery, cybersecurity, vendor management, service management, and documentation is strongly preferred.

TECHNICAL KNOWLEDGE

• Strong working knowledge of Windows operating systems, Active Directory, Microsoft Office / Microsoft 365, Microsoft server technologies, virtualization, networks, firewalls, endpoint security, backup and recovery, and general IT infrastructure.
• Working knowledge of SQL Server and the ability to support specialized systems and applications used by the organization.
• Experience with VMware, WatchGuard Firebox, anti-virus/anti-malware tools, and related infrastructure technologies is an asset.
• Knowledge of Xyntax, Kerio mail server, Raspberry Pi devices, or other legacy/specialized systems currently in use is an asset.

KEY COMPETENCIES

• Leadership and people management: able to set expectations, coach employees, delegate effectively, and build team accountability.
• Technical judgment and problem solving: able to diagnose complex issues, assess risk, and determine practical solutions.
• Service orientation: responsive, professional, and able to balance urgent operational needs with longer-term priorities.
• Project and organizational management: able to manage multiple priorities, deadlines, stakeholders, and technical initiatives simultaneously.
• Communication: strong written, verbal, presentation, and interpersonal skills, with the ability to explain technical issues to non-technical users and leaders.
• Strategic and continuous-improvement mindset: able to translate operational challenges into scalable technology, process, documentation, and service improvements.
• High level of discretion, integrity, and sound judgment when handling confidential systems, credentials, data, and business information.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

• Primarily based in Port Hardy, with travel to supported business locations and partner sites as required.
• Available to work evenings, weekends, or outside regular hours for planned maintenance, urgent incidents, outages, or project requirements.
• Must be able to lift and carry up to 50 lbs.
• Must be able to access worksites and technology spaces that may require the use of a ladder and may include small spaces such as attics, crawlspaces, basements, server rooms, or utility areas.
• Must be able to communicate clearly in person, by telephone, video conference, and in writing.

Join us in shaping a sustainable future through innovative technology solutions that empower our community!