Company: Peninsula Employment Services Limited

Department: IT

Location: Toronto, Ontario

Salary: $90,000 - $110,000

Type of Employment: Permanent

Full/Part-Time: Full-Time

Hours of Work: 37.5

Working Days: Monday to Friday

About Us

Peninsula Canada is a provider of external HR and OHS solutions; including, employment relations and health and safety advice, consultancy and BrightHR Software. We are providers to small and medium-sized businesses located throughout British Columbia, Alberta, Saskatchewan, Manitoba and Ontario; with foreseeable plans of branching out to all provinces across Canada! Peninsula is a division of the Peninsula Group, based in Manchester, UK which operates in the UK, Ireland, Australia, New Zealand and, most recently, Canada. We employ over 2,500 people globally! Peninsula opened its first Canadian office in Toronto in September 2017 and has quickly become one of the fastest growing companies.

Job Purpose

The IT Manager is responsible for working collaboratively with all internal departments including the wider IT team (Data & Integrations and Salesforce) as well as the rest of the Peninsula Group of Companies to ensure the successful management of all aspects of IT operations. The individual will ensure SLAs and KPIs are consistently met and technical decisions are aligned with the business objectives of the organization. In addition, the role will also define and implement policies, procedures and best practices related to technical and platform infrastructure.

Job Overview

Broad technical knowledge along with several years of experience is required. Expertise ranging from infrastructure to networks to cloud technologies and telephony, alongside ITIL experience in incident, problem and change management. The successful candidate will be forward-thinking, highly customer-focused and self-motivated with a desire to improve IT services with a view to putting in processes and technologies that enhance the user experience.

Day-to-Day Duties and Responsibilities

Lead and take ownership of critical incident management response, controlling and coordinating necessary activities to restore service, determining root cause and delivering root cause fixes. Ensure on-going and pro-active communication with stakeholders, executive team and VP of IT.
Work with various teams to define the IT requirements for new business systems implementations (including cost, deployment and integration issues).
Manage technical staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
Provide clear business-based cost justifications for proposed improvements to IT systems including developing business case justifications and cost/benefit analysis for spends and initiatives.
Benchmark, analyze, report on, and make recommendations for the improvement and growth of IT services and systems. Report on KPI's and SLA targets on a regular basis.
Assist in management of financial aspects of IT systems, including purchasing and budgeting.
Develop and implement policies and procedures for service desk, security, disaster recovery, standards, and service provision.
Deliver progress reports, proposals, requirements documentation, and presentations. Establish and maintain regular written and in-person communications regarding IT activities and performance.
Build, develop, and grow any business relationships vital to the success of the department and/or organization. Administer vendor, outsourcer, and consultant contracts and service agreements with a view to cost savings.
Lead a team of IT Analysts to continuously improve service offerings that reduce time-to-delivery, ensuring KPIs and SLAs are adhered to.
Apply innovation and implement systems that are highly available, scalable, and self-healing on selected IT platforms and ensure systems are secure and compliant with industry standards / best practices.
Be reachable 24/7 in emergencies and help deliver first-class service and support to customers.
Be hands-on and assist teams in troubleshooting and resolving technical operational issues related to IT software, hardware and cloud platforms.
Develops and maintains IT documentation including system diagrams, disaster recovery plans, and system dependencies.
Ensure knowledge of the platforms is accurately maintained and documented and play a lead role in ensuring the transfer across all support staff.

What you Bring to the Team

Proven leadership skills and the ability to motivate teams. Exceptional abilities at mentoring and engaging others, empowering your team and inspiring them to excellence
Demonstrated ability to think strategically about the business, products, and technical challenges with 3+ years of leadership and industry related-experience managing a high-performing team in a fast-paced environment.
Experience working both independently and within a team-oriented, collaborative environment is essential along with strong written, interpersonal, presentation and oral communication skills. Ability to communicate effectively to senior management.
Demonstrated employee/organizational leadership skills in an IT environment including an ability to lead major change and projects initiatives using technology as an enabling resource.
Extensive knowledge of IT planning, infrastructure operations and services delivery gained through progressive related experience in a complex multi-stakeholder environment. This includes strong technical knowledge of servers, networks, PC operating systems and associated protocols, standards, security/privacy practices and laws.
Demonstrated experience in researching issues, developing business cases and RFP's for new solutions, selection and deployment of solutions including project and vendor management.
Experience leading an IT service delivery organization including the ability to prioritize multiple, conflicting demands in a time-sensitive high-pressure environment. Knowledge and experience with ITIL or any other service management tools or processes is an asset.
Exceptional customer services, relationship management, facilitation and negotiation skills
A commitment to continuous improvement principles including a commitment to excellence and the ability to facilitate innovation and creativity.
Ability to form effective working relationships with internal and external departments along with strong vendor management diplomacy and negotiation skills.
Passion for emerging technologies and love keeping up with the latest technology trends.
Customer-centric and realizing the value of providing excellent customer service.
Demonstrated ability to capture, clarify, refine, and document loose requirements and transform them into efficient solutions.
Experience implementing and testing disaster recovery (DRP) and business continuity (BCP) plans.

Essential Skills

Microsoft Business Technologies (O365, Teams, Virtual Desktop)
Cloud Technologies (Azure, GCP)
Networking (VPN, Cisco/Meraki, Switches, Firewalls, VLANs, Private/Public Peering)
Hardware Provisioning and Asset Management (Intune, Auto-Pilot, WIN/MAC PCs, iPads, iPhones)
Jira Service Desk and ITIL
Cybersecurity (Penetration testing, security policies, end-point detection, DLP)
Telephony in a Call Centre Environment (VoIP, RingCentral, Incontact Contact Centre)

Why work at Peninsula Canada?

Day off on your birthday
Enhanced Benefits with Health and Dental Coverage
We offer a Registered Retirement Savings Plan (RRSP) Matching Program
Downtown Location
Vacation Days increase after 2 and 5 years' service
Ask about our Peninsula Days, and more!

Peninsula is a highly motivated enterprise that promotes an entrepreneurial culture. Peninsula is committed to an inclusive, equitable and accessible workplace where all employees are valued. Accommodations are available upon request for candidates participating in our selection process.

Peninsula Canada

New Jobs

IT Manager