JOB DESCRIPTION

Job Title: Manager, IT Services

Job Type: Full Time, Permanent

Reports to: Director, Finance & Operations

Location: Oakville, ON (includes travel to other Halton offices)

Hours: 37.5 per week (after hours when needed)

About Us:

The Canadian Mental Health Association, Halton Region (CMHA Halton) is a leading provider of adult and youth mental health services in the Region of Halton. We are driven by our cause to provide responsive mental health for everyone through equitable services targeted for people living with mental health and/or substance use concerns.

Why Work for CMHA Halton:

CMHA Halton offers a supportive team environment, flexible work environment, training opportunities, competitive vacation package and comprehensive benefits/pension package. We have an enthusiastic team who are dedicated to supporting individuals with mental health concerns within a client-focused environment. Individuals seeking new challenges and opportunities for professional growth are encouraged to apply.

CHMA Halton strives to build an inclusive culture with a staff group that represents the diversity of the people and communities we serve. We are committed to reducing systemic barriers to employment that have traditionally impacted members from the following groups, Black, Indigenous People, and other racially visible persons, members of the 2SLGBTQIA+ community, and persons with disabilities. If you are a member of one of these equity-seeking groups, you are encouraged to self-identify in your cover letter or your resume. Please also feel free to identify your preferred pronouns when applying.

Role Overview:

Are you feeling ready to measure your impact in lives improved instead of profit margins?

If you are looking to make a meaningful contribution to improving the well-being of our communities this role may be a fit for you.

The Manager, IT Services will oversee the IT function for CMHA Halton. This is an exciting role for an IT professional who is passionate about mental health and is looking to embed technology and innovation in a community-based mental health setting. As a member of our Management Team, you will support a number of initiatives that will enhance our service delivery model, ensure end-to-end system security and support equitable access to our continuum of high-quality services. You are a hands-on leader with demonstrated experience resolving Level 2 & 3 technology issues and overseeing technology initiatives to deliver projects on scope, time, and budget.

The Manager, IT Services joins a team that is passionate about advancing the quality of clinical mental health and substance use services, playing a leadership role in defining innovations in health care services beyond our organization, and being a part of a Team that are invested in building a culture of talented and engaged staff.

Areas of Responsibility:

Infrastructure, Systems and Operations:

• Oversee the design, implementation and management of IT infrastructure to ensure that IT operations are aligned with organizational strategy and objectives. This includes hardware, software, service desk, endpoints, cloud and on-premise networks, telecommunications infrastructure, Office 365 products, application development and upgrades, backups and records management.
• Leverage Information Technology to improve reporting, accuracy of data and tool adoption across the organization.
• Manage the software lifecycle (i.e. requirements, architecture, programming, testing, maintenance, change management, continuous integration, and release management)
• Direct and resolve end user helpdesk tickets within agreed time limits. Resolve high-priority escalations and complex technical issues, providing guidance to support staff as needed.
• Design and implement robust IT support workflows, including escalation paths and resolution procedures.
• Provide oversight to 2 CMHA Sites (Milton & Oakville) and Partner Sites while working closely with our third-party service provider.
• Manage and maintain comprehensive IT asset inventory including hardware, software, licenses and warranties, conducting regular audits to ensure accuracy and compliance across all CMHA sites.

Security & Risk Management:

• Implement Cyber Security Plan to secure our networks and data and respond to identified threats.
• Oversee identity and access management, ensuring secure authentication
• Provide leadership and coordination for real-time threat detection, response, and recovery efforts.
• Responsible for guidance and management of daily security alerts including case tracking, prioritization, and communication
• Ensure constant state of incident readiness that adapts to the changing threat landscape by maintaining playbooks and processes used by the team
• Lead automation initiatives to enhance threat detection and response capabilities.
• Respond to Privacy requests for the agency as they relate to information technology or systems and provides guidance in the application of the Personal Health Information Protection Act (PHIPA). Leads in the identification, implementation and maintenance of PHIPA via the agency’s privacy policies and procedures as they relate to information technology to ensure compliance.
• Stay current on relevant emerging IT trends, best practices, current research, policies and procedures, including AI applications, digital transformation strategies, and technologies that deliver service delivery in a secured environment.

Strategic Leadership:

• Owns the IT infrastructure and technology roadmap ensuring alignment with strategic deliverables.
• Collaborates and partners with a wide variety of stakeholders, including community partners, to balance the needs and interests of diverse groups while maintaining alignment with strategic priorities
• Effectively communicates current and future technology situation and needs.
• Identifies and justifies new technologies and changes in processes and practices that enhance CMHA Halton’s operations.
• Researches, assesses, and suggests possible system or application solutions to support the various programs across the organization.
• Collaborates with Leadership on Annual Planning Process (strategy planning, forecast, budget management, All Staff Meetings, Board Meetings).
• Promote and demonstrate the Vision, Mission and Values of the organization within the workplace and the broader community

IT Projects:

• Evaluate, plans and executes system roll-outs from pilot through production, in line with strategic, clinical and operational objectives
• Responsible for the collection, review, and prioritization of technology initiatives across the organization to ensure delivery of work plans
• Develop and implement project plans, schedules, budgets, and resource allocation to ensure the successful delivery of projects.

Quality Improvement:

• Ensure new technology complies with all relevant legal, regulatory, and company standards.
• Monitor help desk metrics (ticket resolution times, user satisfaction, backlog trends) and adjust processes to optimize performance
• Develop and implement IT policies, procedures and best practices for the organization.

Partnership & Vendor Management:

• Manage internal and external relationships to ensure successful IT service delivery, including key relationships with our third-party service provider, internal and external stakeholders, suppliers, and relevant technology communities.
• Oversee the evaluation and selection of specific technology products, services, and vendors, as well as the negotiation of related procurement and implementation contracts.
• Negotiate contracts with vendors and manages vendor relationships, including with third party service provider.

Resource Management:

• Manage all aspects of people management for IT department direct reports including recruitment, orientation, coaching, mentoring, performance management and learning and development

• Develop, monitor, and report on designated operational budget in consultation with the Senior Leadership team, including financial and human resource requirements to ensure the continued financial viability of the organization’s IT systems, assets, and initiatives through sound fiscal management

• Reconcile and approve all IT invoices.

• Participates in annual IT audit to ensures standards are met and identified issues are addressed

Required Qualifications & Skills:

• Bachelor’s degree in Information Technology Management, Systems Design, Data or Computer Science, Software Engineering, Business Administration, Health Informatics, or related discipline. Candidates with a college diploma in IT/Computer Systems with relevant experience and industry certifications (CISSP, CISM, ITIL, CompTIA, Microsoft certifications) etc. may also be considered.
• Three (3) to five (5) years of total IT experience including 1-2 years in management or leadership capacity, with demonstrated knowledge of infrastructure, telecommunications, IT operations and cybersecurity.
• Strong understanding of cybersecurity and cloud security controls, incident response procedures, threat detection and analysis, phishing simulation, security awareness training, and end point protection in hybrid environments.
• Hands-on experience managing and administering Microsoft cloud and on-premises environments including M365 suite (Exchange online, SharePoint, Teams, OneDrive), Microsoft Defender, Azure cloud (Active Directory, virtual machines, backup solutions), Remote Desktop Services (RDSH), Phone Systems, Print Servers, and various other business applications.
• Knowledge of core infrastructure technologies including Firewall configuration and management, routing and switching protocols, enterprise wireless networks, Windows server environment and virtualization platforms (Hyper-V), and server clustering/high availability solutions considered an asset.
• Possess an understanding of health information systems and business intelligence
• Prior experience using PMP, Lean Six Sigma and/or Agile methodologies
• Familiarity with ITIL framework and IT service management best practices for incident, change, and problem management processes.
• Experience with HP EliteBook and ProBook considered an asset
• Experience providing mobile device support with Apple IOS devices
• Working knowledge in IT support (including Level 2 and 3 issues) and trouble shooting skills
• Ability to describe IT situations, alternatives and recommendations in readily understood non-technical language
• Experience in planning and executing security policies and standards development.
• Excellent interpersonal, verbal and written communication skills
• Experience in incorporating equity, diversity and inclusion practices into systems and services
• A highly organized and detail-oriented individual
• Excellent problem-solving skills. Able to analyze issues and opportunities and offer solutions.
• Experience providing staff training to small and large groups
• A valid driver’s license and a vehicle is required to visit multiple sites in the Halton Region

CMHA Halton will support any accommodations that may be required for you to actively participate in the recruitment process. Please email careers@cmhahrb.ca if you wish to review this job posting in an alternative format or if you would like to request an accommodation. Only those selected for an interview will be contacted. Thank you for your interest in CMHA-Halton.