Job Specifications
Tim Hortons Foundation Camps help youth from underserved communities achieve their full potential through multi-year, overnight camp experiences. Whether at camp or back home in their communities between visits--our youth work to build social, emotional, leadership and innovation skills and behaviours like volunteerism and motivation to learn so they become civically and academically engaged, and successfully transition to adulthood.
At Tims Camps, we are catalysts for good - helping our youth participants and teammates be the best they can be, developing personal and career growth. We empower young people with skills to open doors to their future. That is our North Star and, together, we help shape leaders that build stronger communities.
We're looking for a...
IT Specialist / Service Delivery Manager
Job Summary
The IT Specialist/Service Delivery Manager is a hands-on role that is responsible for all technical services including LAN/WAN and cloud technology architectures, hardware, operations, technical project management, technical administration, and end-user support services for six Tims Camps sites across North America, as well as our home office location in St. George, ON.
Work Location: This role will be based onsite out of the Foundation's Home Office location in St. George, Ontario, 5 days per week. Limited travel across North America may be required.
Offer type: Permanent
Anticipated start date: As soon as possible
Key Responsibilities
Technical Subject Matter Expert for IT Infrastructure and Cybersecurity.
Owns IT Service Management discipline - maintain incident, problem, change and configuration management.
Manages daily vendor performance, SLA adherence.
Responsible for chairing daily stand up and monthly service review meetings with vendor.
Regular review with Security Operations Center (SOC) and track and validate vulnerability management and security hardening of assets.
Lead any security related incidents with support from the Director I.T.
Ensure vendor is updating knowledge base and regular review of process, procedures and policies.
Provides end-user support and ad hoc support for all I.T. services and hardware, remote and in person.
Consistently provides excellent customer service to support foundation staff members in their productive use of technology.
With our service partners, maintain and enhance network and cloud architecture to improve the flow of information within Tims Camps' physical locations.
Administers Microsoft 365 and Active Directory tenants.
Administers Microsoft Azure Infrastructure as a Service tenant and familiar with cost management for cloud services.
Ensures the effective operation of endpoints, network hardware, applications and data storage, VoIP, and provides support to home office and camp staff needing assistance with these tools and programs.
Networking administrative experience ideally with Extreme Networks, Cisco and SD-WAN.
Ensures the safeguarding and security of electronic data through control of access to data, reliable backup procedures, archiving processes and disaster recovery plans.
Contributes to the development and upgrade of I.T. standards related to security and software utilization.
Support or lead any I.T. related projects.
Works with the camp teams, operations and the Digital I.T. team to develop, recommend and implement plans for improving network access and utilization at camps.
Develops and submits for approval, capital replacement plans for I.T. equipment.
Support head of Digital I.T in building annual budgets and special project timelines, solicits donated I.T. resources and ensures all expenditures fall within approved budget guidelines.
Maintain relationships and participate in selection for service providers and vendors.
Manages inventory of all computer and network hardware and software, Multifunction Printers, Voice and Video collaboration equipment, and other office technology. Coordinates ordering, installation, and provision of equipment to sites and users.
Does this sound like you?
Post secondary education related to role or, equivalent experience.
Five years hands-on experience with I.T. and end user support services in an organization.
Proven ability to manage service levels and performance for a third-party outsourcer partner.
Familiarity with Microsoft-based administration (local and cloud tenants).
Azure services and Entra ID experience.
Strong written and oral communication skills.
Strong organizational and planning skills, proven customer service skills.
Highly motivated individual with a high degree of initiative and commitment to continuous learning.
Highly developed troubleshooting skills with limited resources.
Ability to manage priorities and work effectively during periods of high volume.
Ability to coordinate, lead and work within a team.
Ability to travel through North America and to all Canadian work locations.
Acceptable criminal background check
Additional skills that would
About the Company
Tim Hortons(r) Foundation Camps is a non-profit charitable organization founded in 1974 by Ron Joyce to honor his late friend Tim Horton. For over 50 years, Tims Camps has been a leader in youth development programming, helping young people from underserved communities gain the skills and confidence to rewrite their stories for a brighter future. Through experiences both at camp and in the classroom, youth build resilience, leadership, and responsibility, empowering them to thrive in school, work, and life. Through at-camp a...
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