- Company Name
- Pet Valu
- Job Title
- Manager - IT Operations
- Job Description
-
Job Title: Manager – IT Operations
Role Summary
Lead a team of desktop support specialists to deliver reliable end‑user services, including desktop, mobile, and software deployment, as well as IT operations monitoring. Manage hardware procurement, inventory, and lifecycle management, ensuring compliance with internal controls and continuous process improvement while fostering a high‑performance, customer‑focused culture.
Expectations
- Build and maintain KPIs and dashboards to track team performance and service quality.
- Ensure adherence to operational standards, internal controls, and continuous improvement initiatives.
- Deliver IT projects and process redesigns that increase efficiency and resilience.
- Serve as a technical resource, staying current on emerging technologies and sharing knowledge with stakeholders.
Key Responsibilities
• Supervise, coach, and mentor desktop support specialists, promoting career development.
• Oversee ticket management, ensuring proper workflow and timely resolution.
• Manage hardware and software lifecycle: procurement, staging, decommissioning, and inventory tracking.
• Provide IT onboarding and off‑boarding for users, including training on productivity tools and security policies.
• Coordinate with engineering, maintenance, and other IT teams to ensure timely completion of jobs within budget.
• Develop and maintain documentation of systems, processes, and policies.
• Drive process improvements through analytics, automation, and best‑practice implementation.
• Design and implement end‑user support models covering helpdesk, application packaging, mobile device support, and telephony.
• Monitor network, telephony, internet, and intranet services to maintain operational resilience.
• Participate in strategic initiatives, presenting recommendations to senior management.
Required Skills
- 3+ years of leadership experience in a desktop support or end‑user support environment.
- Minimum 8 years overall experience in end‑user IT support.
- Strong knowledge of ITIL framework (certification an asset).
- Project management skills and ability to deliver within time and budget constraints.
- Proficiency with Microsoft Intune, Microsoft 365, and Freshservice.
- Familiarity with heterogeneous cloud platforms (GCP, AWS, Azure).
- Excellent written and verbal communication.
- Ability to analyze complex systems, recommend improvements, and influence decision‑making.
Required Education & Certifications
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent professional experience).
- ITIL Foundation certification (or equivalent).
- Additional certifications in Microsoft 365 or related technology platforms preferred.