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ABOUT intelliNet:

intelliNet is a Canadian National company providing CLOUD Computing Services from its' Data Centre, Network Computing Managed IT Services and Enterprise On-Site Field Service to corporate clients across Canada. intelliNet's management team has been providing IT Services to some of Canada's leading and most innovative companies over the past 30 years' time.

The technologies that intelliNet deploys and supports includes all facets of the complete IT infrastructure of hardware components, operating systems and networks for regional and national accounts across Canada. The infrastructure software platforms focus on Microsoft Servers, Exchange, Active Directory, RDS, Azure as well as VMware, Citrix and Linux.

THE OPPORTUNITY:

intelliNet has an opening for a key Management Team member as Manager, IT Services Operations, to oversee and manage our Services Dispatch Department, Level 1 Help-Desk Analysts, Field Service Technicians and Network Engineers & related Service Administration, based in our new East Richmond CLOUD Computing Data Centre and Network Operations Centre (NOC) facilities.

The technologies that intelliNet deploys and supports includes all facets of the complete IT Infrastructure of hardware components, operating systems and networks for regional and national accounts across Canada. The infrastructure software platforms include Microsoft products as well as Linux, UNIX, VMware and Citrix, etc.

KEY RESPONSIBILITIES:

Responsibilities primarily include the efficient Project and Service Call Management of work carried out by our technical teams, but not the performance of the technical work itself. Our technical personnel span the entire country performing project deployment, Managed Services Monitoring & Proactive Maintenance as well as Break/Fix services under strict Service Level Agreements (SLAs).

The Manager, IT Service Operations is responsible to develop and manage client reporting including SLA achievement reporting and liaison with clients. In addition, they are the man liaison with the onboarding and transitioning of new clients.

Further responsibilities require this individual to:

• Manage the Service Dispatch Department
• Manage Technical Resources Efficiency
• Perform Service Administration
• Ensure Operational Efficiency
• Achieve Client SLA & Quality Assurance Requirements
• Develop Departmental Policies
• Execute Operational Plans

The supervision of the Services Dispatch Department, the entry point for each technical services incident requires the management of that department's personnel to:

• Interpret and gather the definition of each technical incident and problem expressed by the client;

• Establish the Severity Level, document & log each Service Call Incident into our Service -Desk Software in real time or review and perfect Incidents entered online by the client;

• Escalate & dispatch all Service Call Incidents requiring higher level technical skills to our Level 1 Help-Desk Analysts and on-site Service Call attendance to our Field Service Technicians & Network Engineers;

• Perform all of the associated Service-Desk Software entry, Service Call Incident tracking, monitoring, updating, interconnected administration and business processes to ensure each call meets our Service-Level-Agreement (SLA) commitments;

• Manage resource planning and technical personnel dispatch allocation based upon the type of technology, geographic location and personnel availability;

• Arrange replacement components & parts shipments on a look-forward basis to ensure that timelines meet our SLA commitments;

• Monitor Service Call Incidents dispatched to Field Service Technicians & Network Engineers and maintain liaison procedures & further escalation policies to also ensure we meet our SLA commitments;
  
  
• Regularly perform Service-Desk & Technical Services related administration tasks as required;

• Perform all of the aforementioned tasks and responsibilities to manage technical personnel for projects.

QUALIFICATIONS:

We seek an individual who has direct work experience in a supervisory capacity with an IT Services or Computer Industry Solution Provider. The successful incumbent requires excellent verbal and written communication skills, the ability to deliver outstanding service in a constantly evolving environment and lead the area of client deliverables.

This is a long term career position as a Management Employee and not a short term contract position. We wish to emphasize this is a management role ad does not include performing any technical work.

While predominantly an 8x5 environment, some degree of outside regular business hours work is required from time to time, as client requirements demand.

REMUNERATION:

The remuneration package is commensurate with experience and career history. A full benefits package is provided. Interested applicants are encouraged to provide a covering letter or email with their resume stating any of their relevant advantages outlined in the above qualifications, as well as income expectations.