IT Operations Manager

Reporting Line: Director, Information Technology

Purpose of Position:

The incumbent provides technical leadership and is responsible for establishing the direction for the IT architecture, standards, design and implementation approaches for the company’s application systems and/or infrastructure. Creates, evaluates and implements plans and design proposals for high impact IT solutions and their use involving leading edge technologies and methods considering key factors such as their long-term effectiveness (service delivery and cost), practicality, technical limitations and criticality. Leads or contributes to designs applied to all aspects of business systems and/or infrastructure prototypes and eventual implementation. Performs work of high complexity and derives logical processes based on technical platforms. Engages in performance/integration testing, problem analysis, business and technical analysis. Possesses broad and deep skills across disciplines, serving as a mentor to others.

Roles & Responsibilities:                                                                                                                 

  • Maintain policies and standard procedures for all IT services.
  • Manage relationships and projects with consultants and managed service vendors.
  • Manage and set priorities for the design, maintenance, development, and evaluation of all infrastructure systems, including LANs, WANs, VPNs, Internet, intranet, wireless implementations.
  • Manage and set priorities for the sourcing, maintenance, and installation of all office technology, including workstations, laptops, printers, desk phones, mobile phones, keycards, and alarm systems.
  • Manage and set priorities for the design, maintenance, development, and evaluation of all infrastructure and endpoint systems and services; including Office 365, Exchange Online, Azure Active Directory, Single Sign On, Microsoft Intune and SharePoint Online.
  • Supervise and contribute to a team of staff that operate Help Desk and perform all day-to-day IT operations.
  • Oversee Help Desk to ensure that service is timely, professional, and meets standards and guidelines, providing team feedback and coaching as required.
  • Help prepare and maintain departmental budgets.
  • Ensure reliable and secure access to applications by monitoring and proactively optimizing the performance of servers, applications, and networks.
  • Update and maintain disaster recovery and business continuity plans.
  • Proactively maintain service packs and patches on all servers and workstations.
  • Manage employee training and reference materials for all new systems, technology, and applications.
  • Ensure system upgrades or modifications are made with minimal downtime or disruption of service by planning, automation, and thorough testing.
  • Maintain network and computer security with policy enforcement, patches, antivirus, spam filtering, spyware protection, and intrusion prevention.
  • Track and control IT assets throughout their life-cycle, including inventory, preventative maintenance, and replacement.
Requirements: 
  • Post-Secondary degree/diploma in IT or a related field.
  • At least 10 years’ experience in IT Operations.
  • Experience in operating GxP validated computer systems.
  • Pharma (or other regulated industry) experience preferred.
  • Excellent project management and vendor management skills and experience.
  • Excellent problem-solving and organizational skills.
  • Exceptional work ethic, attention to detail and time management skills.
  • Ability to multi-task and prioritize work while remaining flexible.
  • Positive “can do” attitude.

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Accepted formats: PDF, Word Doc

Accepted formats: PDF, Word Doc