IT MANAGER

SysGen Solutions Group changes the way people use technology to solve business challenges and enhance productivity, collaboration and processes. Our IT solutions include fully managed IT services, network administration and design, cloud computing, cybersecurity and data management. We’re committed to providing unmatched customer service, comprehensive IT support, and innovative IT solutions for clients across Alberta and British Columbia.
We are looking for an exciting & enthusiastic addition to assist in leading our growing tech team. The IT Manager builds strategic plans and technology solutions based on client business goals. Responsible for leading a team of technical professionals, this position oversees the effective and efficient delivery and evolution of services to their assigned clients.
Working at SysGen means being part of a team of dedicated professionals who refuse to take themselves too seriously. We work hard to foster an inspiring, energetic and healthy work environment where our employees are respected, empowered, and rewarded for going the extra mile. We value honesty, kindness, and out-of-the-box thinking.

REQUIREMENTS:

• 5+ years’ experience in Operating Systems and Networking.
• 3+ years’ experience in IT/IS management including strategic planning.
• Bachelor’s degree or Diploma in Information Technology, Computer Science, a related field, or equivalent experience is an asset
• ITIL v3/4 or other ITSM best practices certification program is an asset
• Relevant IT Vendor certifications (MSCE, VCP, CCNA etc.) is an asset
• Proven competency in monitoring, maintaining and optimizing computer systems, security, network and systems administration, databases and data storage systems, and phone systems
• Depth of knowledge in IT infrastructure and operations best practices and emerging technologies
• Management of technical teams of 4-8 people.
• Ability to liaise with all levels of client organization and provide executive level communication and presentations
• Ability to work remotely and onsite as required

• Work across multiple SysGen accounts as their IT Manager and Strategist to provide technology solutions to business challenges
• Monitor service and financial targets of existing contracts to support client satisfaction and retention, and growth of the organization in both technical services activity and project work.
• Define, deliver and arrange support for strategic plans and projects in the implementation of IT assets and accomplishing clients’ IT goals. This includes evergreening strategies, or migration to new technologies identified as either lowering costs or increasing efficiencies.
• Validate Service Level Agreement objectives against field performance and provide feedback to service teams
• Provide direct management and leadership to the Technical Account Executives. Communicate values, strategies, objectives; planning, monitoring and appraise job results; develop a climate for offering information and opinions
• Increase SysGen effectiveness by orienting, training, coaching, and counseling staff as well as identifying unique training or knowledge needs to support and service clients
• Ensure technicians document a knowledgebase of their assigned clients
• Run ticketing system reports to identify patterns of failure in technology and/or personnel and prescribe correctional programs for recurring issues as indicated through reporting from the ticketing system
• As part of the Escalation Group, be available to assume the role of Escalation Manager where needed. Manage technical teams for incident and problem management
• Ensure SysGen monitoring tools are properly configured and utilized for clients
• Exhibit leadership behaviors that value our people, help employees reach their full potential, and enable them to create a high-performance work environment
• Maintain quality service by establishing corporate standards and enforcing SysGen standards, suggesting areas for improvement to client’s internal processes and identifying and creating policies in alignment with client needs and their HR processes