Technical (It) Operations Manager - Toronto, Canada - Verto Health

Verto Health

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

What to expect

As an
IT Operations Manager at Verto Health, you will play a key role in managing the internal IT operations department for the organization.

Reporting directly to the Chief Information Security Officer (CISO), you will lead and manage the system administration, identity and access management and deployment of IT assets.

You will provide value to our staff and other department managers by being proficient in the following areas:
the ability to securely administer the IT systems, ability to understand, organize and prioritize requirements in a fast-paced environment, critical thinking and problem-solving, and ability to articulate complex technical issues with other teams

Responsibilities
IT Operations Management

Plan and track the objective of IT operations vision
System administrator for Google workspace, Active Directory, Office 365, VPN service, Antivirus and MDM solutions etc.
Manage installations, upgrades and configurations of hardware and software
Responsible for device and password management
Assess system performance and recommend improvements
Resolve issues identified by employees and act as an escalation point
Design and maintain the permissions to various support tools following a least permissions possible policy.
Manage onboarding and exit process for all staff
Able to maintain relationship with suppliers and vendors
Help recruit and manage a coop
Comply to internal Information Security policies and support audit compliance

IT Service Management

Provide critical incident management response support in case of emergencies
Implement and develop new features for support software i.e. the ticketing system
Monitor team queues and assist with daily goals and conduct quality control to reduce errors to improve procedures
Knowledge of Incident, Problem and Change Management principles
Create and manage internal service catalog for IT Operation services

Asset and Inventory Management

Ensure IT team can deliver on all key activity by providing support, guidance, planning, prioritization and training:
All tickets ensuring SLA's are respected
All onsite and offsite (remote) IT hardware are managed
Plan and maintain all software licenses inventory and cost management
Monitoring IT hardware health though MDM solution and responding to issues directly
Deploying all new or repurposed desktops and laptops for new hires, existing employees changing projects or requiring upgrades, etc.
Tracking IT inventory including hardware that is repurposed or removed from the asset inventory
Software licensing tracking and support
Control costs and budgets regarding IT systems

Knowledgebase and training

Assist in training technical support agents and end users on basic troubleshooting and processes
Create knowledge articles and community posts for frequently responded issues

Qualifications, knowledge and experience

Minimum bachelor's degree in any discipline or college diploma in IT
Browser troubleshooting experience at inspect element and javascript console level
3+ years of system administration experience with google workspace, active directory, google shared drives, identify and access management and office productivity tools such as O36 2+ years of experience supporting Mac OS devices through an MDM solution such as Jamf, Munki, Fleetsmith, Mosyle etc.
3+ years of experience with ticketing systems such as Service Now, Zendesk, Jire Service Desk etc.
Development or troubleshooting experience with Bash and Shell scripting
Demonstrated experience in managing suppliers and resellers hardware and software licesnes

Relevant skills

Strong consultative and relationship management skills
Strong oral and written communication skills
Ability to articulate complex problems and solutions to others
Excellent problem solving and analytical skills
Stay up to date with related technology updates and device OS functionality
Excellent organizational skills and experience in managing competing priorities
Ability to prioritize tasks and multitask, react quickly to shifting priorities to meet deadlines
Proactive, confident with a "cando" attitude
Commitment and interest in continuous learning and development
Be open toExperience with linux and windows command line tools: terminal, putty, powershell
Scheduled job management for both Windows and Linux: Scheduled & Cron Jobs
Basic process management: Windows Task Manager, Linux (kill, top, ps aux)
Knowledge of Incident, Problem and Change Management principles
Occasional travel to provide technical support may be required

What's in it for you

Comprehensive healthcare (including prescriptions, vision, and paramedical), dental, and pooled benefits (life, AD&D, critical illness, and LTD)
3 weeks vacation per year for all fulltime employees at Verto
5 paid personal days per year
Unlimited sick days per year
9 statutory holidays per