IT Operations Manager

IntouchCX; Calgary; On-site; CAD 70,000 - 110,000; Full time

Benefits offered by this job

Industry-leading benefits

Career growth opportunities

Job summary

IntouchCX seeks an IT Operations Manager to lead global technology activities, oversee hardware/software operations, and drive improvements across sites. You will manage staff, coordinate with IT stakeholders, and ensure high availability in a fast-paced environment.

The role requires post-secondary education, 2+ years IT experience, and at least 1 year in management or project management. Excellent communication and problem solving are essential for success in this dynamic team.

Qualifications

• 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.
• Experience in Microsoft desktop and server platforms and related software management applications.
• Detail-oriented team player with problem-solving and PM skills.
• Ability to implement change and innovation.
• Expertise in installation, diagnostics, repair, maintenance and upgrades of hardware.

Responsibilities

• Assume responsibility for IT Operation services and activities at one or more sites.
• Provide ongoing technical support on-site for IT hardware and software.
• Recruit, orient, and train staff.
• Conduct 1:1 coaching sessions for growth and expectations.
• Maintain a safe and secure work environment.
• Coordinate resources and schedules with IT stakeholders and other departments.
• Troubleshoot hardware including repairs and upgrades.
• Own technical issues and coordinate resolution with stakeholders.
• Monitor and document system performance issues.
• Collaborate across clients, teams, and stakeholders to achieve results.
• Adhere to policies, values, and procedures.
• Work shifts and be available for 24/7 operations.

Skills

Windows OS

macOS/iOS

Android

IT support

Project management

Stakeholder collaboration

Education

Post-secondary education

Tools

Software packaging deployments

Management tooling

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

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 elevate 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 experienceExperience 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.)

IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.

Benefits of Working as a IT Operations Manager…

• Industry-leading medical, vision, and dental benefit plans + paid time off benefits
• Amazing career growth opportunities