About the role

IT Manager leading managed IT services, infrastructure, and technical teams for SysGen clients. Developing strategic technology plans, optimizing operations, and managing service delivery across Alberta and British Columbia.

Responsibilities

Work across multiple SysGen accounts as IT Manager and Strategist to provide technology solutions to business challenges
Monitor service and financial targets of existing contracts to support client satisfaction, retention, and organizational growth
Define, deliver, and arrange support for strategic plans and projects involving IT assets and clients’ IT goals
Develop evergreening strategies and migrate to technologies that lower costs or increase efficiencies
Validate Service Level Agreement objectives against field performance and provide feedback to service teams
Directly manage and lead Technical Account Executives
Communicate values, strategies, and objectives; plan, monitor, and appraise job results
Develop staff through orientation, training, coaching, and counseling
Ensure technicians document a knowledgebase for assigned clients
Run ticketing-system reports to identify recurring technology or personnel failures and prescribe corrective programs
Participate in the Escalation Group and serve as Escalation Manager when needed
Manage technical teams for incident and problem management
Ensure client monitoring tools are properly configured and used
Establish and enforce corporate service standards and suggest improvements to clients’ internal processes
Identify and create policies aligned with client needs and HR processes
Exhibit leadership behaviors that support employee development and a high-performance work environment

5+ years’ experience in operating systems and networking
3+ years’ experience in IT/IS management, including strategic planning
Bachelor’s degree or Diploma in Information Technology, Computer Science, a related field, or equivalent experience is an asset
ITIL v3/4 or other ITSM best-practices certification is an asset
Relevant IT vendor certifications such as MSCE, VCP, or CCNA are an asset
Proven competency in monitoring, maintaining, and optimizing computer systems, security, networks and systems administration, databases and data storage systems, and phone systems
In-depth knowledge of IT infrastructure and operations best practices and emerging technologies
Experience managing technical teams of 4–8 people
Ability to liaise with all levels of client organizations and provide executive-level communication and presentations
Ability to work remotely and onsite as required