Manager, IT Operations

Posted: 04/05/2021

We're searching for a Manager of IT Operations who will primarily be responsible for managing the delivery of IT operational services to ensure workload prioritization, new policy and process development, continuous implementation of adequate internal control systems, compliance with external guidelines and a focus on continuous quality improvement. This position will work in close collaboration with other IT teams (Service Desk, Desktop Support, Application as well as Infrastructure Management Services) to develop and maintain policies and working procedures, oversee the day to day IT operations and staff, as well as support key technical projects within our organization.

What you will be responsible for:

Client Service Delivery

  • Providing the overall day-to-day operational managed services delivery to Resolute and its clients in line with ITIL and other industry best practices
  • Working closely with the Service Transition team to ensure new customers are on-boarded with seamless handover to “in-life” service
  • Working closely with the client’s as well as Resolute teams to ensure processes, resourcing and support are defined and in place for business applications that are in scope for application lifecycle management (enhancement, upgrade, stabilization, performance optimization as week as ongoing maintenance and support)

Team Performance

  • Providing guidance and direction to the support team as required
  • Creating autonomy for the team leaders to make informed decisions in the best interest of Resolute and its clients
  • Monitoring the effectiveness of the team against SLA/KPI’s and billable utilization targets, driving through change as needed to deliver continual service improvement
  • Developing and fostering a high-performance culture in the team with a focus on teamwork, collaboration, service excellence and ownership to resolve issues 
  • Evaluating performance of operations staff ensuring staff are skilled, trained and developed to enable them to deliver high quality service and support
  • Working with staff to develop goals and objectives that align with corporate objectives and employee’s individual professional development/career objectives
  • Managing the activities of consultants and contractors used to provide operational support
  • Developing and managing team cross training plans and reporting against risk to services

Helpdesk Management

  • Reviewing outstanding Helpdesk tickets and defects to ensure a backlog does not exist
  • Providing direction and guidance as required for resolving any outstanding production issues
  • Ensuring an effective and efficient flow of tickets through appropriate team members
  • Providing management reporting and statistics on issues reported and resolved

Service Excellence

  • Developing and ensuring technology governance and operational process standards are well defined and documented and are consistently followed
  • Working closely with other Resolute departments as needed to improve the delivery of solutions/services
  • Assisting with the development of new service offerings
  • Acting as an escalation point for critical issues and ensuring those encountered are addressed
  • Providing oversight and direction as required for the planning and execution of periodic business processing cycles that RTS may execute and/or its clients, as assigned
  • Providing problem management reporting and guidance
  • Preparing other technology related reports as requested

Vendor Management

  • Assisting with management of operational contracts with vendors in regard to technology management, service level management and cost management. Establishing governance processes to monitor vendor performance.
  • Working with external business partners and technology partners to ensure a smooth transition of systems and processes to production environments and systems
  • Managing interactions with the Microsoft Partner center and operational needs


What you bring to the table:

  • Computer Science degree, College diploma or equivalent experience and training
  • 7-10 years progressive experience in an IT Operations environment encompassing desktop, server, network, cloud technologies, security operations, infrastructure management and applications support
  • 5 years of recent management experience required including:
    • People management
    • Financial management
    • Process development/continuous improvement
    • Client management and service delivery
  • Managed Services Provider experience a definite asset
  • Operational and Customer Service experience
  • Planning and project management experience
  • Vendor management experience
  • Experience with application management an asset
  • Technical understanding of networking and hosting technologies
  • Problem management methodology such as Kepner-Tregoe an asset
  • Proficient in ITIL and IT service management practices
  • Completion of a management development program
  • Change Management approaches an asset


Additional skills that set you apart:

Leadership and Management

  • Ability to set department priorities and effectively manage IT personnel
  • Ability to work independently as well on a team
  • Having solid leadership and people management skills

Technical and Project

  • Technology and Cost Management experience


  • Self-motivated
  • Effective time management, decision making and organization skills
  • Ability to deal effectively with coworkers and professional staff
  • Having strong interpersonal and communications skills


  • Proven analytical, evaluative, and problem-solving abilities
  • Ability to be able to interpret business requirements and translate them to technical terms
  • Having a strong service ethic
  • Conflict management
  • Ability to manage deadlines and work under pressure

Budget Management

  • Ability to input to and ability to provide some oversight to department budgets and capital expenditures
  • Having strong negotiating skills

Process Enhancement

  • Reviewing, developing, and implementing policies and procedures for the IT department


What Resolute gives back to you:

  • A collaborative and creative work environment that truly values and cares about their employees as people
  • Bonus Program
  • Comprehensive benefits package
  • Training and education opportunities
  • A fun and inclusive team building environment


If you have any questions, please contact or visit our Career Page for more opportunities! We are not able to hire (or sponsor) out-of-country applicants that do not have a current Permanent Resident Status or Work Visa.

Resolute Technology Solutions (