Regional IT Manager, Ontario and Atlantic Canada
MNP
- Toronto, ON
- Permanent
- Full-time
- Manage all aspects of IT support delivery for your region
- Develop and foster business relationships with regional business leaders, gaining an understanding of the unique business requirements of your assigned regions and ensure appropriate IT service offerings are being delivered
- Ensure asset management and equipment provisioning processes are being followed, and participate in annual IT equipment budgeting for offices within your region
- Lead a team of IT Coordinators and work closely with other groups in the IT department to ensure delivery of high-quality IT services, support, and excellent customer service
- Conduct regular team meetings to ensure alignment and collaboration
- Develop team members' skills and career paths through comprehensive IT career development initiatives and to align their behaviors with the IT strategic plan, mission, and firm’s values
- Foster team growth and expertise in customer service etiquette, support best practices, technical knowledge, and SLA adherence
- Ensure the appropriate resourcing and technical capabilities of the support team to deliver IT service to the business, ensuring customer service is the forefront of our service offering
- Act as the hiring manager for open positions in your region
- Manage the lifecycle of all incidents/requests within the region and serve as the escalation point for the business as it relates to incidents, requests, or unresolved issues
- Prepare and present metrics, activity reports, and progress updates on projects and support delivery
- Perform trend analysis of services and historical incidents to improve overall performance.
- Maintain flexibility to travel, as necessary
- At least 3 years in an IT Manager role leading successful IT support teams
- Knowledge of ITSM/ITIL framework and best practices
- Strong people management skills
- Proven experience in incident management
- Capacity to succeed in a changing, rapid growing business that fosters entrepreneurial values