IT Manager

Venture (Venture Computers of Canada Inc.) - Toronto, ON (30+ days ago)

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About Venture
Venture (www.venture.ca) is a growing IT agency that specializes in managed services for corporate clients. With over 30 years in IT market experience, we have partnered with clients to customize IT solutions in financial, retail, advisory, manufacturing and food industries. We offer the latest IT technology, simplify the complexities of IT infrastructure, and manage them for our clients so they can focus on what they do best.

We are a small office with a tightly knit group of co-workers in the midst of expansion and will be moving to a new office space in Markham!

The Role
Venture is currently seeking a motivated and experienced IT Manager to lead our managed services team. As an IT Manager you will oversee a team of System Administrators and Technicians, providing them with both managerial oversight and technical expertise. You will have demonstrated both leadership capabilities in developing teams and processes, and a technical background to provide assistance and guidance to the team when escalation is needed.

What you’ll be doing

  • Lead and develop overall IT service management strategy and processes with the IT Director
  • Oversee the work completed by the team to help prioritize and track the outstanding tickets
  • Follow tickets through their life cycle ensuring they are completed correctly and in a timely manner meeting client SLAs
  • Act as an escalation point for items that your team is unable to resolve
  • Provide guidance and direction to the team on technical issues
  • Ensure team resources are being effectively utilized and allocated for client support by overseeing dispatching process and approving timesheet tracking
  • Conduct formal team performance reviews and provide guidance and training resources to support professional development
  • Develop and maintain documentation on client systems, work procedures, and certification requirements
  • Strive to understand and improve IT infrastructure and help build standards to improve client reliability and maintainability
  • Coordinate with assigned project leads and project managers, to ensure team resources are can successfully complete projects and tickets for clients
  • Develop and maintain KPIs for measuring team performance and improving customer experience
  • Identify opportunities to streamline ticket workflow processes to improve KPI benchmarks
  • Communicate with clients and account managers to help resolve any customer relationship issues that arise
  • Travelling to client sites may be occasionally required
  • Performs other tasks, based on management requirements and instructions

What technical skill set is required

In order to aid your team’s development you should have experience and understanding of most of the following:

  • Microsoft Windows Server 2008+
  • Microsoft Exchange Server 2010+
  • Microsoft SQL Server 2008+
  • Microsoft SharePoint 2013+
  • Microsoft Hyper-V 2008+
  • Office 365
  • Citrix XenApp (7+) and NetScaler (10+)
  • VMware vSphere 5.5+
  • Cisco switches, routers, and firewalls
  • Network monitoring systems (SNMP, syslog, NetFlow)
  • Remote control software such as LogMeIn, ConnectWise Automate and Remote Desktop
  • Backup software including Veeam, Datto, WSB, etc
  • RAID including various RAID controllers and general RAID knowledge
  • SAN and NAS devices including iSCSI and NFS configuration
  • VoIP including FreePBX, Asterisk, Cisco UC, etc
  • Routing, VLAN, and VPN technologies
  • Scripting, preferably in PowerShell
  • Some flavour of RedHat or Debian based Linux

What are the requirements

  • University or college degree in IT or related field would be preferred
  • 10+ years experience working hands on in IT and/or a managed IT services provider (MSP)
  • 2+ years experience managing a team of direct reports (3 or more)
  • Be proactive in nature, identifying problems in advance and looking for continuous service improvement opportunities
  • Ability to multi-task multiple clients and team members under tight deadlines
  • Ability to conduct research into a wide range of computing issues
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ability to absorb and retain information quickly
  • Possess and demonstrate excellent verbal and written communication skills
  • Possess and demonstrate excellent interpersonal
  • Proven technical, analytical and problem-solving skills
  • Proven track record in leading a team of IT professionals and delivering exceptional customer service
  • Understanding of ITIL and ITIL based IT Service Management (ITIL certification is a strong asset)
  • Overtime may be required but will be compensated
  • A valid Ontario driver’s license

What's in it for you

  • Competitive salary - base salary, group RRSP, and profit sharing plan
  • Learning opportunities - chance to wear many hats and work with clients from various industries (finance, retail, advisory, manufacturing etc.)
  • Fast-past working environment to always keep you challenged and growing
  • Health, dental, and vision benefits
  • Flexible work schedule to balance personal and work life
  • Work with veteran IT professionals in a fun office
  • Snack pantry - our kitchen is always filled

What we value

  • Entrepreneurs - we are self-starters and people who enjoy challenges
  • Learners and teachers - we are teachers by nature but never stop learning - we provide financial support for our team to take on learning courses and position our team for long-term success
  • Technology enthusiasts - we get paid to geek out on the latest products, updates and releases for our client partners
  • Work-life balance - we understand the demands outside of work and are adaptable in helping you balance personal life and work with flexible schedules
  • Coworkers are family - we are second generation owners that believe work truly is our second home. We try to foster an environment of openness and shared responsibility by giving back to our team through a profit-sharing plan and investing in our team's personal development

Job Type: Full-time

Salary: $70,000.00 to $100,000.00 /year

Experience:

  • Desktop Support: 5 years (Required)
  • working Ticketing System (Connectwise, Servicenow, etc.): 5 years (Required)
  • in IT industry or IT service provider: 10 years (Required)
  • Team Management (direct reports of 3 or more): 5 years (Required)

Education:

  • Secondary School (Required)

Licence:

  • ITIL (Preferred)
  • Ontario Drivers (Required)