Duties:
| Reporting to the Director, Information Technology & GIS, the Manager, Enterprise Infrastructure and Operations leads the City’s core technical infrastructure to ensure secure and reliable services across departments. This role manages technical teams, enforces IT policies and best practices and drives operational excellence. The Manager is accountable for coordinating, directing, and supporting daily IT operations. This role collaborates with department decision makers to identify, recommend, implement, and support cost-effective technology solutions for all aspects of the organization. Key areas of responsibilities include the following functions: infrastructure and networks, cybersecurity, disaster recovery, end-user support, technology enablement, and enterprise voice solutions.
In addition, this position will work alongside the Enterprise Application team and GIS department to provide an integrated approach to technology use that supports the daily business functions of the City.
Leadership and Supervision - Manage the daily operations of the team, setting goals and expectations for the team.
- Manage performance of staff through coaching, mentoring and performance reviews, while providing insightful, motivating and constructive feedback.
- Encourages an environment which fosters respect and teamwork, while motivating employees to achieve team and City goals and objectives.
- Creates a culture that values, supports, and reflects diversity, equity, and inclusion.
- Ensures that staff are equipped with the necessary tools, resources and information to effectively complete assigned tasks.
- Undertakes the necessary steps involved with the hiring process; support the professional growth of staff, fostering the essential skills needed to succeed in their roles.
- Provide technical leadership to ensure efficient and effective ongoing system operations and security.
- Respond to issues/concerns related to the enterprise infrastructure, desktop support, security and server infrastructure with a focus on proactive problem solving and service excellence.
- Contribute to the development and implementation of short and long-term plans, strategies, policies, practices, management, programs, and objectives.
- Manage the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems.
Safety and Environment - Assesses, reviews, and develops Standard Operating Procedure’s (SOP’s) to provide a safe environment and efficient operation of the team, staff and the public.
- Ensure that all staff are participating and are actively using the City’s safety policies, procedures and systems.
- Ensures regulatory compliance with all aspects of the facilities operations.
- Ensures compliance with risk management, emergency procedures, Occupational Health and Safety Standards and security measures.
Budget Management and Administration - Procures and purchases goods and services in compliance with the City’s financial policies.
- Monitors both revenues and expenditures against the budget to ensure compliance with the City’s budget and Strategic Plan.
- Contributes to the development of the operational and capital budget, and oversee their implementation and control within the Enterprise infrastructure and Operations department.
- Determines departmental needs and recommends budget figures to the Director, Information Technology & GIS for final approval.
- Analyze and understand financial decisions and their impact on departmental operations and service delivery.
Asset Management - Maintain applicable asset management system for the department.
- On an ongoing basis, works to ensure that asset data (including asset age, condition, and replacement value) is reasonably complete, consistent, accurate, and up to date.
- Regularly analyzes maintenance and failure data for different asset classes to inform better lifecycle management and budgeting.
- Assists in the development of Asset Management Plans for asset classes within the scope of their responsibility.
Relationship Building - Build and maintain strong stakeholder and customer relationships.
- Foster effective working relationship with the public, businesses, industries, and other stakeholders.
Infrastructure & Network Services: - Manage server and storage infrastructure, including deployment, upgrades and maintenance.
- Oversee enterprise backups and disaster recovery planning, testing and execution.
- Manage network architecture and connectivity across all City facilities.
- Manage administration of enterprise voice solutions.
Cybersecurity & Risk Management - Lead cybersecurity initiatives to protect City assets and data.
- Develop and enforce security policies, standards and procedures.
- Conduct risk assessments and manage the implementation and mitigation strategies.
- Ensure compliance with internal and external regulatory requirements.
End-User Support, Technology Enablement & Customer Service
- Ensure high service quality and responsiveness through effective support processes.
- Oversee delivery of end-user services including desktop support and technical assistance.
- Manage onboarding user account lifecycle and peripheral device support.
- Oversee document management and knowledge base for support services.
- Address customer inquiries, concerns, and feedback promptly and effectively.
Enterprise Operations & Project Management - Develop project plans and schedules coordinating internal resources, assigning tasks, and managing deadlines.
- Provide leadership and oversight to Business Analysts, ensuring effective requirements gathering, stakeholder engagement, and alignment of project deliverables with organizational goals.
- Recommend and implement technology solutions that enhance the operational efficiency of the City.
- Oversee consulting and service contracts related to Enterprise Infrastructure and Operations, ensuring value and compliance.
- Prepare and deliver requests for proposal, reports and recommendations to other City departments, senior management, and Council as required.
- Develop and enforce policies and procedures, including those for architecture, security, disaster recovery, service provisioning etc.
- Lead the delivery of end-user services, including desktop support and technical support services with a focus on service quality and responsiveness.
- Establish and maintain SLAs and KPIs to ensure the delivery of high-quality IT services that align with business goals and customer satisfaction.
Other - Other related duties as required.
|
