Services & Infrastructure Coordinator

ROSS; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading technology service provider in Toronto is seeking a Service & Infrastructure Coordinator to lead a technical team in IT operations. This role involves managing service desk requests, maintaining infrastructure, and creating documentation. Candidates should have a degree in Computer Science and at least 3 years of IT Operations Management experience, with strong skills in data networking, Microsoft Office, and SQL. The position offers a dynamic work environment and the opportunity to drive improvements in IT processes.

Qualifications

• Minimum 3 years of experience in IT Operations Management with staff supervision.
• Experience coordinating operations effectively.
• Ability to troubleshoot infrastructure events.

Responsibilities

• Coordinate the resolution of issues in the ITSD ticket system.
• Supervise maintenance of the computer room environment.
• Create and maintain documentation for IT operations.

Skills

Data networking concepts (LAN & WAN)

Microsoft Office Applications

Relational database management systems (SQL)

Data warehousing concepts

Privacy legislation knowledge

Education

Undergraduate university degree in Computer Science or equivalent

Job description

Services & Infrastructure Coordinator

Reporting to the I.T. Manager, this position provides leadership and coordinates the activities of the technical team in fulfilling Service Desk requests, supporting operations, and maintaining and evolving the IT technical infrastructure.

Primary Function

Primary responsibilities include coordinating the resolution of issues brought forward through the ITSD ticket system (based on the ITIL framework), supervising routine tasks related to the maintenance of the computer room environment, and creating and maintaining documentation for IT operations.

Key Accountabilities

• Service desk ticket management:
  • Establish a framework for fair and timely resolution of service desk requests, including prioritization, timeline determination, and responsibility assignment; document and communicate the framework within the team and across all departments; monitor success and modify as necessary.
  • Assign tickets based on priority, allocating appropriate resources to minimize re‑work or repeat requests.
  • Monitor tickets to ensure issues are addressed within established timelines; escalating tickets when necessary.
  • Create ad hoc and regular reports identifying service desk responses by type of issue and resolution time compared to established timelines.
  • Resolve tickets as needed.
• Physical infrastructure resolution:
  • Supervise day‑to‑day routine tasks related to maintenance of the computer room environment and infrastructure.
  • Respond to events reported by the infrastructure.
  • Troubleshoot events with appropriate team members, building services staff, or external expertise.
• Documentation:
  • Create a logical electronic directory structure for storing documentation.
  • Maintain a well‑organized filing system for operations that permits easy reference.
  • Record hardware and software upgrade/repair records.
  • Create and document Visio or other diagrams of the infrastructure.
  • Update records to reflect ticket resolution, ensuring real‑time accuracy.
• Hardware and software maintenance:
  • Coordinate configuration and testing of new equipment and systems.
  • Schedule installations or upgrades minimizing organizational impact.
  • Develop and maintain an accurate inventory of all hardware and software, anticipating obsolescence.

Knowledge and Experience

• Undergraduate university degree in Computer Science or equivalent.
• Minimum 3 years of experience in IT Operations Management with staff supervision and operations coordination.
• Sound knowledge of data networking concepts (LAN & WAN).
• Advanced knowledge of Microsoft Office Applications.
• Knowledge of relational database management systems (SQL).
• Knowledge of data warehousing concepts.
• Knowledge of legislation related to privacy considered an asset.

Key Competencies

• Superb project and resource management skills; ability to balance competing priorities and coordinate individuals and resources; ability to provide guidance/direction to others.
• Strong interpersonal and communication skills to build positive internal and external relationships.
• Ability to analyze information to assess and clarify customer requirements, and determine the best approach to meet those requirements.
• Demonstrated initiative and sound problem‑solving skills, an adaptable and flexible approach and innovative thinking.
• Demonstrated initiative and ability to identify opportunities for improvement; sound problem‑solving skills and assessment of impact of actions or recommendations.