IT Operations Lead

Hardlink Consulting Corp • Full-time • Vancouver, British Columbia, Canada • C$ 90k - C$ 130k / year • 2w ago

Our client, Hardlink Consulting, provides technology strategy, solutions, and service delivery exclusively for enterprise clients with both corporate and industrial environments.

We provide selection, design, deployment, and support of enterprise IT & OT infrastructure, financial systems, and corporate equipment. Our services also include solutions specific industrial clients such as IOT and ruggedized network design, satellite services, OT cybersecurity, ITGC/SOX compliance, and geology data management.

What We Offer:

Hardlink takes pride in being a boutique consulting firm where your ideas and contributions matter, your ideas will be respected, and your hard work and creativity will be rewarded. You are encouraged to grow and participate in any lines of business we provide where you find interest.

We provide a supportive work environment where our team members enjoy competitive salaries and an excellent benefits package (Dental, LTD, Physio+, Health Spending Account, Parental Leave Top-up). We are wholly committed to professional development, offering training programs and growth opportunities that enable our employees to excel in their careers.

If you're a passionate and driven individual with a keen interest in IT operations and management, we'd love to hear from you.

The Role:

Hardlink, is looking to fill the position of IT Operations Manager. Our client base is oriented toward a low ticket volume/high quality service-level, allowing for time to properly plan for, and resolve, recurring issues before they become problems. This combination affords us the ability and expectation of high-quality and personable service, and dedicated time for IT project work.

This full-time role will drive the future of Hardlink’s Client IT Operations division. This is a net new role, and you will have the opportunity to shape its future. This role will be supported by project management and senior IT architecture resources, and work in tandem with senior and executive IT staff for skill development and mentorship. We strongly support career growth and hope you'll help guide us as to how best to grow your career. Tell us what you can do today, and who you want to be tomorrow, and show us how we can support you in getting there.

The IT Operations Manager will play a pivotal role in creating our IT services division through selection and deployment of our ITSM, structuring and hiring a services team, and defining standard operating procedures. On a day-to-day basis this role will oversee service delivery and associated projects, monitor and manage client IT infrastructure, provide tier 2 and escalated support, and handle procurement requests.

Additional responsibilities include design and delivery of basic cybersecurity training, management of anti-phishing campaigns, project handover, change management, oversight of employee on/offboarding, SharePoint security management, desktop software deployments, and Teams platform management.

This full-time position is a hybrid role which will require at least 3 in-office days per week at our office downtown Vancouver. Occasional travel within North America may be required, although infrequent (1-3 times per year).

Core Responsibilities:

Develop and oversee IT service delivery processes
Ensure smooth and efficient operations, and top-tier services for our clients.
Select, implement, and manage ITSM processes to enhance efficiency and service quality.
Deliver Tier 3 and escalated Tier 1 & 2 technical solutions.
Implement and maintain client IT infrastructure.
Interface directly with senior and executive management client employees.
Supervise, provide guidance, and coordinate with client IT technical staff.
Recommend, design, review, and assist with IT project delivery and rollout.
Develop and maintain business continuity measures including data back-up and disaster recovery processes.
Recruit and train tier 1 & 2 resources to handle technical issues professionally and efficiently.
Oversee cybersecurity program delivery, from training to monitoring, ensuring data security for our clients.
Monitor and manage IT services, ensuring smooth and efficient operations.

Required Competencies

Proficiency with ITSM tools, helpdesk management, remote access.
Proficient with at least one of: Microsoft Azure & 365; Fortinet network equipment; Cisco network equipment; Microsoft Business Central; Other ERP platforms.
Proficiency with document creation, including user documentation, handover documentation, basic presentation decks, basic metric reporting in Excel, PowerPoint, PowerBI, or similar.
Personable, articulate, and clear communication – both written and spoken.Ability to translate technical concepts into non-technical and digestible language for clients.
A sense of humour. We’re building a team, in the truest sense.
Tolerance and encouragement for people living, being, and doing things differently than you may choose to. If this is not a perspective you embrace, we’d very much prefer you respectfully decline this role.