Support - IT Manager

Upstream Works Software, 7777 Weston Road, Suite 1000, Woodbridge, Ontario, Canada Req #20

Thursday, September 12, 2024

At Upstream Works, we are committed to innovation and operational excellence, providing a collaborative and tech-driven environment.

Our IT infrastructure is a critical component of our success, and we’re looking for an experienced IT Manager to lead the charge in managing and optimizing it.

You'll be working alongside a talented and highly technical team, and we need someone who’s confident, knowledgeable, and ready to take the lead in ensuring that our systems are secure, reliable, and forward-looking.

What you'll do :

As the IT Manager, you will be responsible for overseeing Upstream Works’ IT infrastructure, ensuring its seamless operation and supporting our business growth.

Specific duties include :

• Monitor and Maintain Infrastructure Health : Ensure the ongoing stability and performance of servers, networks, and cloud services.
• Administer Key Platforms : Manage user accounts across Active Directory, Entra AD, Google Workspace, JIRA, and other essential tools.

Handle antivirus, backups, LAN / VPN configurations, and ISP / internet connectivity. Maintain physical infrastructure of servers, SANs, networking, and UPS’s.

• Microsoft 365 Management : Oversee all Microsoft 365 services, including Exchange, SharePoint, OneDrive for Business, and related systems.
• VM Infrastructure Management : Maintain and provision VMs using VMware and Azure, ensuring optimal performance, proper backups, and accurate lifecycle tracking.
• End-User Technical Support : Provide day-to-day hardware and software support, onboarding new users, and managing devices like laptops, desktops, servers, phones, and portable devices.
• Cybersecurity and Risk Mitigation : Implement and maintain security protocols to protect the IT infrastructure from cyber threats, ensuring data integrity and compliance.
• System Maintenance : Perform regular backups, updates, and patches to ensure system stability and security.
• Application Support : Install, configure, and provide ongoing support for various software applications.
• Cisco UCCE and UCCX Administration : Set up, help configure and maintain lab Cisco environments for contact center solutions.
• IT Projects & Policies : Assist in the planning and execution of IT policies and projects, including system upgrades, migrations, and deployments.
• Budget Management : Oversee the IT budget, ensuring cost-effective technology solutions and making recommendations for hardware / software procurement.
• Vendor and Contract Management : Manage relationships with vendors and service providers, ensuring the timely delivery of services and adherence to contracts.
• Stay Ahead of IT Trends : Continuously research and recommend upgrades or improvements to enhance operational efficiency and business performance.

What you'll need :

• Education : Bachelor’s degree in Information Technology, Computer Science, a related field, or equivalent experience.
• Experience : Proven experience as an IT Manager or in a similar role, with a minimum of 5 years managing IT systems.
• Technical Expertise : Strong knowledge of IT infrastructure, systems management, cybersecurity, cloud computing, and VMware technology.
• Communication Skills : Excellent written and verbal communication skills, with the ability to engage with both technical and non-technical audiences at operational and executive levels.
• Problem-Solving : Exceptional problem-solving abilities, with a knack for quickly diagnosing and resolving issues.
• Pressure Management : Patience, tact, and the ability to perform well under pressure, particularly during critical system outages or project deadlines.
• Flexibility : Willingness to work off-hours when projects or system outages demand it.
• Industry Knowledge : Experience with telecom or contact center environments is an asset.
• Agile Methodology : Familiarity with Agile practices is a plus.
• Certifications : Relevant certifications like ITIL, PMP, or CISSP are advantageous.

Who we are?

At Upstream Works, we are dedicated to creating an inclusive and supportive environment for our partners, customers, and team members.

Together, we collaboratively build innovative solutions that have a positive impact from enhancing agent productivity and improving the customer experience to fostering personal and professional growth within our team.

Our organizational culture is characterized by an unwavering commitment to learning, career development, and personal growth, creating a collaborative and motivating atmosphere that nurtures a culture of innovation.

Passionate about crafting software that facilitates outstanding customer experiences, our company ethos is encapsulated in our motto, Faciemus Quae Dicimus, which means We Will Do What We Say.

Upstreamians work diligently and enjoy a dynamic work culture that emphasizes both hard work and a sense of camaraderie, with opportunities for decision-making, driving positive change, and witnessing immediate results.

We pride ourselves on being a group of modest, dedicated, and family-friendly individuals who value flexibility, regular employee meetups, and going the extra mile to benefit everyone.

Our values of accountability, collaboration, innovation, and excellence guide everything we do, shaping our interactions with partners, customers, and team members.

We believe in fostering a workplace where everyone has the opportunity to contribute to the company's success.

Some of our employee perks include :

• Company Paid Health & Wellness Benefits
• Employee Stock Option Program
• An early long weekend in January for Blue Monday
• Extra paid days off for worship and personal days
• Service recognition with bonus loyalty vacation weeks
• Company paid learning & development programs
• Employee Meetups, including Axe Throwing, Pizza and Beer Days etc.
• Family and Friends Summer BBQ, including horse back riding, swimming, BBQ, climbing and more!
• Family and Friends Weekend Getaway Holiday Party

For those who prefer to work in an office, we are located at 7777 Weston Road, Woodbridge, ON. The office is easily accessible by car or transit (both TTC and York Regional Transit) with free covered parking and a quick walk from the new TTC Vaughan Metropolitan Centre subway station.

Upstream Works welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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