Manager, Network Operations and Support

POSITION SUMMARY

The Manager of Network Operations and Support is responsible for strategic planning, budgeting, and operations management across enterprise IT infrastructure and end user support services. This role provides leadership in the design, engineering, delivery, and continuous improvement of information systems technologies including networking, servers, laptops/desktops, telecommunications, mobile solutions, and the IT Service Desk. The position is accountable for ensuring high availability, performance, security, and customer-focused support by overseeing infrastructure operations and managing Service Desk functions, including incident and request management, service level performance, staff supervision, and the adoption of IT service management best practices.

DUTIES AND RESPONSIBILITIES

2. Design and manage the implementation of local area network (LAN) and wide area network (WAN) infrastructure throughout the County, including municipal partner sites (municipalities, libraries, conservation authorities) for which we are responsible under the Simcoe Community Access Network (SCAN).

3. Ensure high availability and optimal information systems performance by regular review of performance monitoring systems. Manage preventative maintenance for all IT infrastructure and schedule major upgrades to ensure systems are optimized and stable.

4. Ensure design and construction of IT cabling and power infrastructure in new County facilities is provisioned appropriately by working closely with department directors, contracted architects, and engineers. Lead deficiency reviews, make design changes, and recommend change orders.

7. Establish standardization for the design, configuration and programming of computers, servers, routers, switches, firewalls, and telephony systems. Ensure systems have been configured appropriately to block and restrict unauthorized users of systems.

8. Prepare specifications and RFP documents for new or expanded infrastructure and services, participate in the review process, negotiate contract details regarding statement of work, and review and sign off on work completion.

9. Manage large-scale projects including creation of project charter, resources and budget, schedule, monitoring, and sign off within identified timelines.

10. Dialogue with municipal partners, libraries, and senior managers throughout the corporation to identify current and future requirements to achieve and sustain high availability of operational systems in terms of performance, capacity, security and fault tolerance.

11. Manage the roadmap regarding server and workstation operating system platforms to ensure that the County is in sync with industry best practices. Establish operational procedures to install regular service pack updates to all systems.

12. Oversee the IT Service Desk function to ensure that technical issues are received and managed in an efficient manner and that a high level of customer satisfaction is maintained. Lead regular team meetings and project progress/design discussion. Provide direct support and guidance to the Supervisor, IT Support and Supervisor, Infrastructure and Operations

13. Supervise technical network and desktop systems staff, assigning priorities, evaluating progress, providing feedback, and regular performance reviews.

15. Responsible for computer network infrastructure, telecommunications, and desktop computing budget. Prepare detailed budget plans regarding network and systems upgrades to ensure that capacity and performance metrics are maintained and risk is avoided.

17. Undertake ongoing professional development to keep abreast of industry standards and emerging network technologies and service desk operational best practices.

18. Prepare reports and presentations for a variety of technical and non-technical audiences.

19. Comply with provincial and County occupational health and safety legislation, regulations, policies and procedures.

20. Maintain confidentiality in accordance with the Municipal Freedom of Information and Protection of Privacy Act.

21. Perform other duties as assigned, including redeployment in emergency situations.

LEADERSHIP COMPETENCIES

Has knowledge of and demonstrated ability in our leadership competencies:

• Acts with the Customer in Mind

• Makes Sound Decisions

• Ensures Accountability

• Continuously Seeks to Improve Work Processes

• Plans and Directs Work

• Collaborates

• Leads Teams

• Communicates with Impact

• Develops Self

• Is Resilient

EDUCATION, TECHNICAL SKILLS AND CERTIFICATION

• A thorough understanding of network and communications principles, achieved through an Honors Degree in Information Technology, plus Cisco CCNA certification. This job may be considered for educational equivalency in accordance with County Policy.

• In depth knowledge of Microsoft operating systems and their network configuration parameters.

• Understanding of computer desktop/laptop systems management and deployment best practices.

• Demonstrated skill to design Windows Server environments including RAID config, Server hardware requirements, power, cable management, and network parameters, including patching such as the deployment of suitable service packs.

• Thorough understanding of all the core data centre infrastructure services including virtualization, large Uninterruptible Power Supply(UPS) system management, HVAC cooling, Storage Area Networks, and Backup Solutions.

• Problem solving and critical thinking skills to diagnose very complex problems and determine necessary steps for staff to take in achieving an effective solution.

• Ability to communicate effectively to users with varying levels of computer understanding. Ability to translate complicated technical language into layperson terms for training purposes.

• Ability to work effectively with constant interruptions; ability to work simultaneously on several projects independently and to use good judgment in determining priorities.

• Technical writing skills required to document systems procedures and prepare reports.

• Valid G class drivers license and access to reliable vehicle.

• Criminal records check that is less than six (6) months old at time of hire.

EXPERIENCE

• A minimum of ten (10) years progressive experience in the information technology field maintaining a multi-site LAN / WAN infrastructure, which includes network design and configuration, server room management, and telecommunications, including five (5) years of direct supervisory experience in an information technology environment.

• Experience managing large complex projects involving interdisciplinary and interdepartmental teams with proven results meeting timelines, budgets and performance objectives.

• Significant demonstrated experience in desktop computing, and application deployment best practices.

• Proven experience undertaking complex analysis and network design assignments and the associated project management responsibilities.

EFFORT

• Physical effort required during major server room systems equipment upgrades

• Significant mental effort is required for preparing and analyzing reports, negotiating with vendors and stakeholders, diagnosing system failures, managing multiple complex simultaneous projects, maintaining complex budget relationships, and software auditing

WORKING CONDITIONS

• Typical office environment.

• Will be required to be on site at new County construction sites at various stages of build.

• May be required to attend the workplace or log in from outside the workplace during evenings or weekends for problem resolution.

• Ability to work remotely if required.

#COSIND

Salary Grade Union Non Union

Personal information provided is collected under the authority of the Municipal Act (2001) and will be used to determine eligibility for employment.

Last sync: 2026-03-29 17:50:18