IT Services Manager

Toronto School of Management (TSoM) is an innovative college offering a broad range of career-focused programs in Business, Hospitality and Tourism, Big Data, Cybersecurity, and Accounting. We provide relevant programs which ensure our students meet the demands of today’s ever-changing job market.

We are seeking an IT Services Manager to provide crucial technical support to the end-users on various technical issues and problems related to hardware, software, and peripherals. The IT Services Manager candidate must work well in collaborative work environments, managing a team of IT professionals. The ideal candidate possesses great communication and listening skills, and the ability to work well with people at all levels (technical, non-technical, etc.) are essential. Strong analytical and problem-solving skills are essential.

Responsibilities

• Manage and lead a team of IT members to support and maintain the company’s IT infrastructure.
• Assist in designing and installing LANs, WANs, Internet and intranet systems, and network segments.
• Install, administer, support, and maintain server hardware, software, and operating systems.
• Troubleshoots and solves complex network connectivity problems, including monitoring the network and servers for problems, diagnosing problems, and taking the appropriate corrective measures to ensure an expedient resolution.
• Secures the networks by developing and implementing network access, monitoring, control, evaluating systems, and maintaining documentation.
• Liaising with Senior Specialist/IT Technical Support Managers in more complex cases.
• Mentor and direct team members for timely completion of assigned projects.
• Conduct team meetings on a regular basis to discuss project issues and status.
• Maintains the inventory of equipment and parts as well as documentation of configurations, standards, and supplier activities.
• Registers incoming users’ requests as per processes and guidelines.
• Communicate with users and resolves common/standard questions/issues.
• Take needed IT to support actions as per instructions from the direct Manager and remote technical team.
• Supervise and resolve all hardware and software issues and assist to configure all new systems and perform tests on all deployment projects.
• Receives requests for computer technical assistance and problem resolution from company employees.
• Performs other duties as assigned.

Education and Experience

• A university degree in Computer Science or IT-related field.
• At least 5 years of experience in a network administration role or the use of IT systems at the advanced user level.
• Experience in a managerial or supervisory role is required.
• Certified software quality analyst, certified software tester, or similar designation is an asset.
• In-depth knowledge of best practices around management, control, and monitoring of server infrastructure.

Knowledge and Skills

• Oral, written, and one-on-one communications with technical and non-technical users.
• Maintain cooperative and effective working relationships with other employees, faculty members, and students.
• Outstanding organizational and time management skills.
• Customer service practices that are required to meet and exceed end-user expectations.
• Excellent analytical and problem-solving skills to diagnose, evaluate and resolve problem situations, or when appropriate, escalate or route them to appropriate IT staff members.
• Knowledge of computing infrastructures and networking concepts.
• Current and future practices, terminology and principles of networking and information technology.
• Quickly analyze operational issues with complex network operations and equipment.
• Problem-solving with relation to complex computer systems and network operations.

Knowledge of the following:

• LAN and WAN
• Windows OS
• Microsoft Office
• Windows OS
• Remote Desktop
• Advanced printer / peripheral device setup and troubleshooting
• Basics TCP/IP, DNS and DHCP protocols
• Wi-Fi connectivity and remote support for handheld smartphones and tablets devices