IT Manager

About the Role & Team
The IT Manager is responsible for the supervision, implementation, and maintenance of theScore’s IT needs. The individual ensures the secure and effective operation of all computer systems, related applications, hardware, and software used within the company. 

About the Work: 

• Manage and oversee IT Helpdesk operation and projects, including resource allocation, timelines, and deliverables.
• Conduct regular reviews and assessments of IT Helpdesk systems and processes to ensure efficient/compliant problem resolution and identify areas for improvement.
• Oversee computer procurement and setup, including peripherals, across all offices, including payment and proper documentation.  
• Research, respond to, and resolve, intermediate-to-complex problems relating to computer hardware, software, telepresence, user accounts, mobile devices, network, telco, audio-visual and printing.
• Ensure all IT solutions are fully aligned with corporate strategies, policies and security requirements.
• Provide application testing before purchase decision and production roll-out.
• Help develop and implement IT policies, procedures, and standards to ensure the security, integrity, and availability of the company's IT systems.
• Work with Infrastructure team to maintain network environment and equipment in multiple office locations.
• Develop and maintain relationships with external vendors, ensuring effective vendor management and compliance with service level agreements.  
• Oversee regional offices, providing IT support and coordinating IT initiatives to ensure consistency and efficiency across locations.  
• Identify opportunities for team training and skills advancement
• Maintain regular and punctual attendance
• Willing to be on call for support after hours and during weekends  
• Comply with all company policies and procedures
• Other duties as assigned 

This job does have supervisory responsibilities. 

• Lead, guide, and mentor team members to enhance performance 
• Responsible for staff development and training programs.
• Evaluates team members within the department and delivers constructive feedback to employees in regard to performance.
• Provides recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning, and directing work) to meet business needs.
• Manages work procedures and expedites workflow.
• Provides recommendations for employee performance (disciplining, coaching, and counseling). 

About You: 

• Experience in information technology management.
• Knowledge and troubleshooting experience (5-7 years) in Windows and Apple operating systems.
• Possess knowledge and experience with cloud services, such as Microsoft 365, Google Workspace, Azure, GCP, AWS, Beyond trust, Jamf, Qualys, Atlassian Jira and Confluence.
• Knowledge of IT systems on-prem and cloud, IAM, network security, virtualization, directory services, patch management, device management (MDM), endpoint security, VPN, cloud applications security
• Understanding of Microsoft Active Directory.
• Help Desk work order applications systems such as Jira Service Management.
• Knowledge of ITIL (Information Technology Infrastructure Library) principles and best practices.  
• Cisco / Palo Alto equipment knowledge is a plus.
• Industry certifications such as MCSE, VCP, CCNA, ITIL, CISSP, or equivalent experience is an asset 

What We Offer: 

• Competitive compensation package. 
• Education and conference reimbursements. 
• Opportunities for career progression and mentoring others. 
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