Manager - On-site IT Support

ERS Search; Toronto; On-site; CAD 100,000 - 140,000; Full time

Job summary

ERS Search is seeking a Senior IT Manager to advise multiple offices on enterprise technology, security and communications. You will partner with business units to define and support tech stacks and services, while ensuring high-quality IT service delivery.

You will manage IT staff across offices, translate business requirements into solutions, and maintain SLA-driven operations. Travel up to 25% to the USA for project delivery and stakeholder alignment.

Qualifications

• 5+ years experience managing relationships with internal business customers
• Experience managing IT teams in a matrixed environment
• Strong leadership and communication skills
• Ability to lead geographically distributed teams
• Ability to work independently and as part of a team
• Ability to manage multiple tasks concurrently
• Manager: 5+ years experience managing relationships with internal business customers and IT teams in a matrixed environment

Responsibilities

• Define, develop, implement and support the appropriate technology stack for designated business units
• Act as the primary connection between Technology and business units for operational service level management
• Ensure business unit expectations are managed and services meet requirements
• Develop relationships with business units and monitor satisfaction levels
• Manage IT staff across offices with focus on high-quality services
• Translate business requirements into effective technology solutions
• Bridge customer needs, operational needs and technology capabilities
• Deliver projects with clear objectives, status, risks and milestones
• Travel ~25% between DC, Princeton, Philadelphia
• Lead IT teams and deliver enterprise-wide projects
• Develop metrics and SLAs to measure efficiency, cost and quality

Skills

Leadership

Distributed teams

Communication

Independent & teamwork

Multitasking

Learning quickly

Managing relationships (IT)

Job description

A key advisor to the designated business units (offices, industry and practice groups, business services groups) in their office or region on how enterprise technology can be leveraged to support business needs and goals. The role acts to identify business needs and channel these back through the Technology team. A critical component of the role is to ensure the ongoing provision of high quality IT service to offices, practice and industry groups and business services groups.

Key Responsibilities

• Work in close cooperation with the leaders of designated business units to define, develop, implement, and support the appropriate technology stack, security and communications solutions to meet the needs of the business
• Act as the primary connection between Technology and the designated business units for all aspects of operational service level management.
• Ensure that the expectations of the designated business units with respect to services provided by the Technology organisation are managed appropriately.
• Develop and enhance relationships with business, actively managing expectations & monitoring satisfaction levels.
• Manage IT staff across designated offices ensuring a focus on high quality, consistent IT services.
• Work within the IT organisation to translate the business requirements into the appropriate solutions that will help achieve success.
• Bridge the gap of understanding between the customer needs, operational needs and the technology capabilities.
• Work with the IT teams to successfully deliver solutions to the designated business units.
• Prepare and deliver professional communications to various levels of the organization to communicate project objectives, status, risks, and achievement of the expected goals.
• Be an escalation point for business challenges from a delivery or relationship perspective.
• Any other project assigned by management.
• Travel of 25% between DC, Princeton, Philadelphia.

Senior Manager level responsibilities and scope

• Focus on a broader collection of offices spanning multiple countries or within a region.
• Responsibility for a number of practice/industry/business services teams, working under direction of AD or Director but with an expectation that the individual will take the lead on developing approaches based on specific parameters.
• Typically managing teams of 10 or more people including at least one Manager level role.
• Technical Skills
• Capability to analyse and solve problems at both a strategic and functional level.Demonstrate solid problem solving skills with the ability to use good business judgment to make decisions
• Working experience in providing either local or helpdesk based support to end users in an enterprise environment
• Project Management experience in the delivery of enterprise wide projects
• Development of metrics, KPIs and service level and operational level agreements to measure efficiency, cost and quality of services

and Requirements s, Experience Skills,

Non-Technical Skills

• Strong leadership skills - ability to direct the action of others, to facilitate meetings, and to report status in a clear and concise manner.
• Experience in leading geographically distributed teams.
• Strong communication skills - demonstrated ability to communicate professionally in business language, in both oral and written formats (English).
• Ability to work independently and as a cohesive member of a team.
• Ability to effectively manage multiple tasks concurrently.
• Ability to learn new skills in a short period of time.
• Manager: 5+ years experience of managing relationships with internal business customers and in managing IT teams in a matrixed environment.

Travel

The geographic focus of the role requires occasional travel to the USA