Supporting the Director of Infrastructure and Operations, this individual will be responsible for team leadership of the implementation, support, and management of the end user infrastructure environment. As a vital role in our IT Infrastructure and Operations group, the IT Team Lead will manage day-to-day operations to ensure user satisfaction, maximize productivity and deploy and maintain a secure operating environment. This role will include the management of a small team and outsourced vendors. Lastly, as a member of our core team, the right person for the role will be a leading example of our culture.

What success looks like:

• Your business partners are excited to collaborate with you and your team! You support one another as a team and work together, leveraging everyone’s strengths. You may be called upon to provide some-hands on support and escalation assistance and also direction and feedback to your team and work collaboratively with your peers in infrastructure architecture, operations and security to ensure that the environment meets business needs in a cost effective and secure manner.
• You are depended on to see your commitments and your team’s deliverables through and with good intentions.
• The duties and tasks supported by your role continuously improve with increased quality and fast speed to market.
• Ensuring your team’s participation in the design and implementation of IT infrastructure initiatives for the business group.
• Deploying end user computer environments at existing and new business sites in collaboration with solutions teams.
• You manage day-to-day operations and resources and escalations for the team, participate in the preparation and management of budgets, manage vendors, participate in RFP and procurement processes for new vendors, define, implement and monitor KPIs and SLAs, and participate in strategic planning.
• Contribute to and participate in continuous improvement initiatives.
• You will mentor and guide your direct reports to ensure that they remain challenged, acknowledged, and appreciated.

What you bring to the role:

• Degree in Computer Science, Engineering, Business or a related field, combined with directly related, experience in Windows desktop operating environments, mobile devices, operating devices such as printers and hand held scanning devices.
• 6+ years of experience demonstrating progressive advancement including team leadership roles and responsibilities
• You have experience with ITIL methodology (incident, change and problem management)
• Experienced in development, deployment and measurement of KPIs and SLAs with a business centric focus.
• Oversight for your team’s activities to ensure that all changes to the environment are properly vetted through the change control processes in place
• Experience managing third party service providers and external vendor partners(preferred)
• The ability to track, plan for, and ensure that operating environments remain current and supported.
• Participation in budget preparation and tracking for IT/End User Computing experience is required.
• The ability to work collaboratively with other IT and Business Implementation groups to ensure that Infrastructure teams maintain customer focus and deliver on time and on budget on a range of small and large projects
• You have a security first mentality when working with the team to evaluate, deploy and operate new and existing technologies
• You are able to isolate and define problem areas clearly and define a resolution path.
• You hold yourself accountable to deliver on commitments on time, in scope and with quality, while also supporting others in meeting their commitments.
• When making decisions, you consider everyone and engage those who can add value to the process.
• You are adaptable in your approach and prioritize with focus on what adds value to the client.
• You have experience in implementing data, software and hardware security controls and processes to ensure compliance with IT security policies and standards.
• You ensure that the end user computing environment is built, configured and maintained with the latest security hardening tools and practices
• Solid knowledge and work experience with the following technologies to provide oversight of day-to-day procurement/deployment and administration by your team, external support parties and 3rd party outsourcing organizations of:
  • Microsoft M365 deployment and utilization
  • Microsoft Teams Video conferencing solutions
  • MDM platforms such as Microsoft InTune / SOTI
  • Android based company managed SmartPhones
  • Common desktop software and hardware accessories
  • Zebra and Xerox Laser printing technologies
  • Zebra hand-held devices
  • Basic WiFi connectivity technologies (Aruba)
  • Security platforms deployed to desktop and handheld platforms (EDR, NAC)

Location: Toronto (Canada)

Type of Role: Hybrid