Operations and Service desk Manager - REMOTE from ALL CANADA - Jobs in Edmonton, AB

Job Description

Converge is currently seeking an Operations and Service Desk Manager for a full time Enterprise role. Edmonton-based is preferred but not mandatory.We are looking for an experienced Operations Manager to oversee the continued growth of all aspects of their managed services portfolio. Ideal candidates will have a strong technical background and a passion for technology, fitting with our culture of forward-looking technical excellence. Strong problem-solving abilities, analytical thinking, and process development skills are a must; experience working with Sales teams to develop new business relationships would be an asset. Excellent written and verbal communication skills and the ability to lead under pressure are key.Operations Responsibilities include oversight and day-to-day support of large Enterprise IT environments, incident management, lifecycle management, change management, performance analysis, reporting, security vulnerability mitigation, and working with the architecture team to develop and deploy monitoring and assurance tooling and processes.Service Desk responsibilities include oversight of day-to-day Service Desk activities, evolving and improving processes and procedures, supporting a growing team of Service Desk analysts, providing regular reporting and insight to stakeholders, and working with the Sales team to pursue growth opportunities and new clients.Responsibilities:· Manage team of 10+ Systems Engineers & Service Desk analysts· Oversee requests, incidents, and problems· Support large Enterprise IT deployments including Compute, Network, and Storage· Manage and evolve service desk tools, processes, procedures, documentation, and knowledgebase· Infrastructure lifecycle management· Capacity management and reporting· Manage documentation repositories· Perform infrastructure performance assessments· Define and maintain KPIs· Security vulnerability identification and remediation· Talent managemento Recruit and onboard new employees (with the help of the recruitment and HR teams)o Mentor employeeso Develop training planso Performance reviews· Maintain relationships with customers, vendors, and partners· Develop and maintain support agreements and contracts· Coordinate incident response and post-incident analysis· Develop and evolve operational support processes & procedures· Facilitate business growth with new and existing customers, participate in sales opportunities· Growth and evolution of managed services offeringsRequirements:· 10+ years of Enterprise IT experience· Proven experience as IT Operations Manager· ITIL certification would be an asset· In-depth knowledge of full technology stack, including:o Windows, Unix, Linuxo Enterprise Storage (FCP, iSCSI, NFS, S3, etc)o Networkingo Virtualization (VMWare, IBM PowerVM, Oracle VM, Openstack, Openshift, etc)o Cloud (AWS, Azure, GCP, M365)· Experience with Connectwise and Microsoft 365 suite· Excellent written and verbal communication skills· Experience managing critical incidents and outages· Strong problem-solving ability· Passion for technology· Team leadership and organizational skillsJob Types: Full-time, PermanentFlexible language requirement:

• French not required

Schedule:

• 8 hour shift

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