SMART Technologies is a leading organization, operating in over 15 countries, that seeks to innovate and stay at the forefront of technology advancements. We are committed to leveraging cutting-edge IT solutions to drive efficiency, security, and growth. As we embark on a transformative journey to modernize our IT function, we are seeking a dynamic and experienced Manager, Technology Operations & Support to lead our Technology Systems, Cloud infrastructure, Networks, Cybersecurity and Deskside support.

SMART is in the process of a significant infrastructure evolution and this role’s primary focus will be driving transformative changes, leveraging emerging technologies, and modernizing existing systems and practices to optimize operations and enhance business performance.

Key Responsibilities

• Lead and manage Infrastructure, Azure-based Cloud, Cyber Security and Deskside Support teams to achieve operational excellence and ensure alignment with the organization's strategic goals.
• Manage and implement strategies for the scalable and secure deployment of Azure and other cloud services, aligning with business requirements and industry best practices.
• Collaborate closely with the Manager of Business Applications to execute strategic technology initiatives.
• Cross collaborate with Product Development leaders to help define and refine IT infrastructure strategies, architecture, and processes.
• Oversee the maintenance, configuration, and reliable operation of computer systems, network services, and office technology.
• Manage and lead end-to-end infrastructure projects, from design through to deployment and maintenance, ensuring they are delivered on time, within scope, and budget.
• Lead the design and implementation of disaster recovery and business continuity plans for IT infrastructure.
• Oversee the governance and administration of user accounts, permissions, and access rights in AAD and other systems.
• Manage cyber security MSSP services and controls to protect systems and data from cyber threats.
• Manage vendor relationships and negotiate contracts to ensure cost-effective and efficient infrastructure solutions.
• Monitor performance of IT systems to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure.
• Engaging in FinOps practices to optimize cloud spending and ensure financial accountability in the consumption of cloud resources.
• Ensure that support teams are providing exceptional service and support to employees.
• Guide technical teams in identifying, researching, and resolving technical problems.
• Foster a culture of continuous improvement by encouraging and implementing modern technology and ideating modern workflows and practices for IT operations and support.
• Provide leadership and direction to team members, including setting performance standards, conducting performance reviews, and facilitating professional development.
• Act as a primary contact for escalations related to cloud, infrastructure and support, ensuring timely and effective resolution.
• Promote collaboration and effective communication within the IT department and across the organization to ensure alignment and knowledge sharing.
• Responsibility for future road mapping and exploring emerging technologies ensure the company stays at the forefront of innovation.
• Experienced overseeing licensing management to ensure efficient utilization and optimization, aiming to enhance value and reduce expenses associated with software and technology licenses.
• Performing other duties as required.

Qualifications

• Bachelor’s degree in computer science or equivalent combination of education and work experience.
• At least 7 years of experience in IT infrastructure roles, with a minimum of 3 years in a management or leadership position.
• Experience in managing and leading IT support and service desk functions.
• Demonstrated experience growing, mentoring, and maturing teams through present and engaged leadership.
• Ability to work with executive leadership groups.
• Serve as an integral part of the broader IT management team.
• Demonstrated ability to develop and manage costs, including forecasting and variance analysis.
• Strong project management skills, with experience leading large-scale IT infrastructure projects.
• Excellent leadership and team management skills, with a track record of developing high-performing teams.
• Ability to communicate complex technical information to non-technical stakeholders.
• Working knowledge and experience with Microsoft’s suite of solutions including O365, Azure Cloud, Dynamics, etc.
• Proven expertise in managing cloud environments and services is a must.
• Strong understanding of network architectures, virtualization technologies, and IT security best practices.

Supervision

• This position will have direct reports.

Working Conditions

• Hybrid work opportunity in Calgary, Alberta, Canada.
• Seniority: Mid-Senior Level

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