IT Manager

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.

Life at SysGen Solutions - Perks & Benefits – What’s in it for you?

• Professional Training: Paid-for courses to meet your career development goals.
• Distinctive Compensation Program: The base salary and variable compensation program give you the ability to drive your annual income.
• Culture of Health & Wellness: We believe that work-life balance is important – when you have time to refresh with family and friends you are more energized and engaged in everything you do.
• Diversity & Inclusion: Collaboration & Relationships are two of our Guiding Principles because we know the energy and ideas that are generated when diverse experiences and talent work together toward solutions.
• President’s Club for ALL Employees: SysGen recognizes employees from every department who go above and beyond with an all-expenses-paid trip to a fun destination. Last time it was Mexico!
• Unique Double Dip Time-Off Policy: Double your vacation time with a payout option at the end of the year!
• Group Benefits Plan: A comprehensive plan to cover the needs of you and your family.
• Award-Winning Culture: We invest in our people and drive innovation. Here are some of our awards:
  
  • Canada’s Top 100 Small & Medium Employers(2018, 2019, 2021, 2022)
  • Alberta’s Top 75 Employers (2017, 2018, 2022)
  • Canada’s Top Growing Companies by The Globe and Mail(2019 & 2021, 2022)
  • CDN Top 100 and CRN MSP 500awards (2015-2021)
  • Top Managed Services Provider by Channel Futures(2022, 2023)
    

Responsibilities:

• 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

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

SysGen employees are guided by our 8 Guiding Principles:

Collaboration                                        Communication

Consistency                                          Expectations    

Innovation                                             Integrity

Relationships                                        Responsibility

SysGen follows the principles of equal opportunity, diversity, and inclusiveness regarding our hiring and promotion procedures.

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