Manager, IT Operations & Services

Role overview

Responsibilities

• Lead and coach staff; oversee workforce planning, performance management, development and change leadership.
• Own Tier 1–3 user support, intake, triage, escalation and resolution, and strengthen knowledge management and self-service.
• Improve onboarding, offboarding, access management and service request fulfillment using service data and user feedback.
• Lead ITIL-aligned ITSM processes and oversee tools, workflows, reporting and KPIs.
• Oversee secure, resilient infrastructure and cloud platforms, including Azure, networking, identity, endpoint management, backup and monitoring.
• Lead advanced escalations, root-cause analysis, infrastructure risk management and readiness for critical business cycles.
• Coordinate with technical and business partners on operational, security, privacy and compliance needs.
• Oversee access provisioning and de-provisioning, role-based access, documentation and audit readiness.
• Manage vendors, service providers, software licensing, subscriptions, costs and service-level obligations.
• Support ongoing Indigenous cultural safety and humility learning and promote an inclusive, respectful workplace.

Required qualifications

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• At least seven years of progressive IT operations, infrastructure or service delivery experience.
• At least three years of people leadership or management experience, including leadership of infrastructure and end-user support teams.
• Strong knowledge of enterprise infrastructure, Azure, Microsoft 365, cloud platforms and end-user computing.
• Experience with identity and access management, user lifecycle processes and role-based access controls.
• Experience managing licensing, subscriptions and technology costs.
• Proficiency in ITIL and practical IT service management.
• Experience managing service desk operations, multi-tier support and ITSM tools for incident, request, change and problem management.

Preferred qualifications

• IT operations experience in a regulated, public-sector or complex organizational environment is an asset.
• Knowledge of Indigenous histories, colonial impacts, Indigenous-specific anti-racism and related reports is an asset.
• Understanding of equity, diversity, inclusion and cultural humility in health care is an asset.

Schedule

• Full time, permanent, 37.5 hours per week.

Workplace

• Two days per week onsite in downtown Vancouver; the schedule indicates a hybrid arrangement.