It Operations Manager

Description:

Under the direction of the Associate Director of IT (AD-IT), Faculty of Science, the IT Operations Manager will be responsible for managing the day-to-day activities of the IT unit related to operations, services, and customer support. Working closely with the Associate Director of IT, they will lead a team of IT professionals, establish priorities, and implement new policies and systems to maximize unit effectiveness and productivity. The IT Operations Manager will respond to the needs of staff and students, and support the University’s mission of teaching and research. They will also ensure up-to-date compliance with the Faculty and University’s standards and regulations.

Primary Responsibilities:

• Oversee the day-to-day operations of the IT unit to ensure efficiency, productivity, and delivery of services in a timely manner.

• Assess the queues for incoming requests, prioritize and assign them to appropriate team members, and monitor progress of assignments.

• Manage all incoming requests and serve as the point of escalation for unsolved or complex tickets by giving in-person, hands-on support to end users when necessary.

• Work closely with the Associate Director of IT to develop and implement policies, procedures, processes, and documentation to improve IT operations and increase efficiency and productivity.

• Analyze the team members’ workload and optimize workflow structure and response time.

• Manage IT projects and work closely with different managers, staff members and Subject Matter Experts (SMEs) in ensuring projects are executed successfully, within scope and timelines.

• Provide procedural and technical guidance to staff members requiring support in analyzing tickets by identifying resolution options and outcomes.

• Review the documentation, processes, and work procedures to ensure they are well-defined, analyzed, and updated regularly.

• Ensure compliance with Faculty and University policies and implementation of best practices.

• Identify and manage operational risks. Manage contracts and service-level agreements.

• Prepare reports of department activities, tasks, operational metrics, etc.

• Manage a team of 5-10 direct reports:

  • Lead, motivate, and mentor a team of IT professionals.

  • Set overall team goals, track staffing requirements, recruit, train, coach and onboard new team members.

  • Manage performance and conflicts, identify training needs. Escalate and advise manager on issues.

  • Assess the team’s schedule and vacation to ensure continuous service at all times.

• Participate in the development of the IT staffing plan and professional growth.

• Maintain a strong understanding of the organization's business needs and work closely with other departments to ensure that IT is aligned with those needs.

• Keep up to date with the latest industry trends and developments in IT operations management.

• Undertake special projects and tasks as requested by the Associate Director.

Other Qualifying Skills and/or Abilities

• Undergraduate degree in computer science, IT or a relevant field

• Must have supervisory experience and leadership qualities.

• Experience managing in a unionized environment is a big plus.

• Demonstrated organizational and time management skills with the ability to meet multiple deadlines

• Strong problem-solving and analytical skills with the ability to work independently and as part of a team

• Ability to delegate, handle changing priorities, deal with ambiguity, and use good judgment

• Excellent communication, writing and documentation skills.

• Demonstrated ability to participate in projects and work with a variety of stakeholders.

• Demonstrated ability to troubleshoot, assess and resolve problems.

• Excellent interpersonal skills and demonstrated experience in customer service.

• Experience working with the following technologies:

  • Technical experience and knowledge of Active Directory, Windows, Linux/Unix, MacOS and network mapping.

  • Diagnosis and remediation of laptops, desktops workstations, hardware, software troubleshooting and Desktop Images.

  • Troubleshooting of network services including CIFS/NFS, Mail, Web, LDAP.

  • Configuring basic networking (Wi-Fi, DNS, DHCP, VPN client software, 2FA)

  • Servers backup troubleshooting.

  • Installation and troubleshooting of MS Office applications.

  • Basic understanding of Audio-Visual technology used in classrooms.

• Good understanding of network and information security best practices.

• Knowledge of French and English. McGill University is an English-language university where day to day duties may require English communication both verbally and in writing.