IT Operations Manager

IntouchCX; Calgary; On-site; CAD 90,000 - 120,000; Full time

Job summary

IntouchCX is seeking an IT Operations Manager to lead global technology activities, including the installation, operation, and maintenance of IT hardware and software. You will manage site IT operations, provide on-site technical support for devices, and drive staff development through coaching and training.

The role requires hands-on troubleshooting, project coordination across IT and non-IT teams, and adherence to policies.

Qualifications

• Minimum 2 years IT experience.
• Minimum 1 year management/project management experience.
• Experience managing base image and software packaging deployments.
• Working knowledge with MS Windows, IOS/OSX, Android, system environments.
• Experience in Microsoft desktop and server platforms and their related software management applications.

Responsibilities

• Assume responsibility for IT Operation services and activities at a site.
• Administer and provide ongoing technical support locally on site for hardware and software.
• Maintain staff by recruiting, selecting, orienting, and training employees.
• Conduct 1:1 discussions with IT Generalists to develop growth opportunities and provide coaching sessions.
• Maintain a safe and secure work environment.
• Coordinate resources and timetables with IT stakeholders and non-IT departments to complete projects.
• Perform hardware troubleshooting including repairs and upgrades.
• Take ownership of technical issues and coordinate resolutions with stakeholders.
• Monitor, report, and document system and performance issues.
• Work with clients, team members and stakeholders to achieve results.
• Adhere to company policies and procedures; support 24/7 operations as needed.
• Interpret and validate technical issues, test solutions, escalate when necessary.
• Solve complex problems in a technical service-oriented environment.

Skills

IT operations management

Staff recruitment & training

1:1 coaching

Hardware troubleshooting

Project management

Windows / iOS / Android familiarity

Education

Post-secondary education

Tools

MS Windows

Server platforms

Job description

About the Job

The IT Operations Manager implements and administers global technology activities: manages, upgrades and directs the installation, operation and maintenance of information technology hardware and software.

As IT Operations Manager, You Will…

• Assume responsibility for assigned IT Operation services and activities specific to a site (or sites) including implementing and administering

• Administer and provide ongoing technical support locally on site of information technology hardware (desktop/laptop/Chromebox) and software

• Maintain staff by recruiting, selecting, orienting, and training employees

• Conduct 1:1 discussions with IT Generalists to develop personal growth opportunities and provide coaching sessions to discuss set of expectations

• Maintain a safe and secure work environment

• Complete projects by coordinating resources and timetables with different IT stakeholders and non-IT departments

• Perform hardware troubleshooting which included repairs, upgrades and configuration of desktops/laptops

• Take ownership of technical issues, working with different stakeholders to resolve technical concerns as necessary

• Monitor, report and document system and performance issues

• Work collaboratively with different clients, team members and other stakeholders across the company to achieve desired results

• Adhere to company policies, core values and procedures

• Work on shifting schedules and available to work in a 24/7 operations environment

• Interpret and validate technical issues, test solutions, follow-up and **escalate** when necessary

• Solve complex problems in a technical service-oriented environment

• Comprehend, capture and interpret basic information and work within a team in a fast-paced call center environment

As IT Operations Manager, You Have…

• Post-secondary or completion of post-secondary schooling preferred

• Minimum 2 years IT experience

• Minimum 1 year management/project management experience

• Experience managing base image and software packaging deployments

• Working knowledge with MS Windows, IOS/OSX, Android, system environments

• Experience in Microsoft desktop and server platforms and their related software management applications

• Detail-oriented team player with creative problem-solving and project management skills

• Ability to implement change and innovation

• Expertise on installation, diagnostics, repair, maintaining and upgrading all hardware and equipment (including but not limited to desktops, laptops, printers) to ensure optimal workstation performance

• Strong interpersonal and organizational skills, must be customer oriented

• Must be tech savvy and updated on the latest technology available on the market (Tablets, Game Console, LED TV's, etc.)