Manager, Information Technology

Job title: Manager, Information Technology

Job description: BURNCO Rock Products Ltd is growing and is looking to fill a Manager, Information Technology role. In this comprehensive position you will be the primary owner of support across the organization which includes daily PC interaction, ensuring a reliable IT infrastructure is in place that supports sustainability and efficiency as well as leading a help desk team in following processes, techniques, tools and methods to provide exceptional support and services across BURNCO. Based out of our Corporate Headquarters in Calgary, Alberta this role reports to our Director, Infrastructure & Operations.

What You Will Be Doing

Desktop Support

• Assist clients in setting strategic direction through ongoing communication and targeted facilitation sessions
• Educate IT senior management on industry advancements related to help desk support and PC lease
• Refresh desktop support as required and maintains business processes as appropriate
• Define and communicate desktop support, desktop implementation, and help desk strategic vision to clients and IT senior management
• Negotiate and administer vendor contractual responsibilities and relationships to drive cost effective and high quality service solutions, including regular review of cost structures and RFPs for services when necessary
• Successfully manage an outsourced staff across multiple time zones and regions (Canada & US) to provide continuous client support
• Lead initiatives to evaluate and leverage desktop support tools and problem management systems, including driving business case development and associated financial evaluations

IT Infrastructure

• Recommend suitable technology infrastructure solutions and updates to IT teams in order to develop long- and short-term planning
• Recommend alternatives for IT infrastructure architecture in order to ensure business sustainability
• Elaborate functional requirements into technical specifications in order to ensure effective development process
• Lead development process by determining and managing optimum resources and timeline in order to achieve project deliverables
• Lead the execution of IT deployment plan in order to ensure deployment efforts are aligned with the agreed solution
• Manage resource availability in order to continuously support the business
• Evaluate overall IT infrastructure capacity in order to ensure optimum system performance
• Identify areas for improvement, develop improvement programs and monitor implementations to increase process efficiency
• Prepare, monitor, and control the annual department budget to ensure expenditure is in line with the business plan

Help Desk

• Set customer service standards to ensure the delivery of timely and efficient customer service
• Contribute to improving customer support by improving response time to queries and complaints
• Follow up with customers to identify areas for improvement
• Provide technical guidance for the design, configuration and installation of software updates, maintenance patches and server protocols.
• Work to provide daily support and guidance to the help-desk team
• Provide guidance, support, and coaching to help-desk supervisors and staff
• Motivate the staff to meet the department’s-established service levels and project goals
• Establish and maintain solid working relationships with peer departments and vendors to ensure that the help desk teams meet service-level agreements
• Develop and implement annual departmental goals and strategies, address department needs, and compare operations to industry best practices (e.g., ITIL, HDI, etc.)
• Communicate major non-trading outages to customers and IT providers, including filling the role of incident commander during outage bridge calls
• Monitor and report on relevant help desk metrics and service levels
• Responsible for the hiring process for junior members of the help-desk team, with the final approval from the Director, I & O

What You Will Bring To Be Successful

Skills

• Strong team leadership skills – 8+ years people management experience preferred
• Excellent oral and written communication skills
• Excellent customer service skills
• Excellent analytical, problem-solving and organizing skills – with proven ability to anticipate risks and devise solutions in the moment
• Effective prioritization and project management skills
• Proven ability to work across a diverse organization and lead complex internal and external project teams
• Excellent facilitation, collaboration and negotiation skills
• Very good presentation skills

Education & Experiences

• Bachelor’s degree in computer science, information systems, or a related field
• More than ten (10) years of experience in one or more of the following: information technology field, project management, business process management
• Working knowledge of IT architecture and IT governance
• Significant expertise with vendor contract negotiations, compliance, and relationship building
• Significant expertise with hardware technology i.e. PC/servers, WAN/LAN’s and communications technology
• 4+ years of managing a help desk environment

Important: Applicant selected for hire will be required to complete a background check (which includes references and credential verifications). Candidate hired may also be subject to BURNCO’s Canadian COVID-19 vaccination policy in effect at the time.

COMPETITIVE SALARIESWorth it!

PERFORMANCE INCENTIVESRock it!

GREAT BENEFITSYou bet!

CHANCE TO MAKE A DIFFERENCEAbsolutely!

LEARNING OPPORTUNITIESAlways!

Since 1912, BURNCO has been supplying aggregate construction materials as a successful, family-run business based in Calgary. Over the last 110 years we have embraced innovative technology and new marketplaces while always maintaining the vision and values that were first introduced by our founder, James F. Burns. Today we continue our unwavering commitment to safety, our renewed focus on family leadership and our steady, dependable growth into the future. We look forward to having you join us on that journey.

Posting Open Until Filled

#BRPC

Company: BURNCO ROCK PRODUCTS Ltd

Expected salary:

Location: Airdrie, AB

Job date: Sun, 16 Oct 2022 04:50:06 GMT

Job Source: Careerjet.ca

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