Job Description:
The successful candidate will provide oversight of the Technical Services team responsible for the support and maintenance of Technical Services related infrastructure. This position reports to the Manager, Technical Services & Support. Hours of work are Monday to Friday – 7.5 hours daily or as required. After hours support/on-call duties will be required.
Duties and Responsibilities :
• Lead a team of analysts responsible for the implementation and 2nd & 3rd levels of support of all Technical Services related infrastructure (Windows/Intel server, Telecom and Workstation infrastructure)
• Work with project teams, IT, and business areas to support initiatives, provide estimates, assist with implementations and ensure that solutions are best of breed
• Work with the IT Architecture team to ensure that solutions are in-line with technical & business requirements
• Participate in the formal resource allocation processes to direct the efforts of team members
• Regularly review incoming requests and implement cost saving initiatives wherever possible
• Ensure that the Technical Services team adheres to predetermined Service Levels and Incident Management processes
• Perform trend analysis to highlight reoccurring incidents within the computing environment and work with the IT Team to take corrective action
• Ensure that Technical Services related reporting is accurately delivered in a timely fashion
• Work with the IT Team to ensure a smooth support transition from the project implementation teams to the Technical Services & Support team
• Participate in business unit support committee meetings on a monthly basis
• Act as escalation point for Technical Services related incidents
• Provide guidance to team members through performance evaluations and career development plans
• Assist in planning, documenting and implementing server recovery strategy
• Willingness to become familiar with the corporate application, server, network and roadside infrastructure
• Communicate changes, fixes and processes to the user community
• Ensure management is updated on issues in a timely manner
• Additional tasks may be assigned as required
Qualifications:
• Minimum of 7 years previous experience with Microsoft technologies (Active Directory, MS Exchange, MS Sharepoint, MS SCCM, …), VMWare, server recovery and file server technologies and best practices required
• College or university degree in Computer Engineering or Computer Science preferred
• Knowledge and experience with IBM N-Series Storage, IBM BladeCenter server technology, Citrix, Nortel Telecom technologies an asset
• MCSA/MCSE technical certifications as asset
• ITIL certification an asset
• Previous team leadership experience in a technical setting required
• Ability to function in both technical and leadership capacities
• Strong ability to communicate and document clearly and effectively
• Ability to follow processes and guidelines
• Ability to work with all levels of staff
• Ability to take personal initiative and observe confidentiality
• Ability to work with internal and external vendors in a professional manner
• Ability to multi task in a fast paced environment
Direct reports:
5 employees
- Location: GTA
- Compensation: TBD
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- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.