Why Redlen Technologies?

Redlen Technologies is a pioneering company that has revolutionized the semiconductor crystal growth and fabrication process.

At Redlen Technologies, innovation is at the heart of everything we do. Our founder's visionary work with the Canadian Space Agency laid the foundation for our groundbreaking Cadmium Zinc Telluride (CZT) sensors, revolutionizing medical imaging, security imaging, and non-destructive testing. We are driving a quantum leap forward in medical CT scanners, elevating diagnostic accuracy while reducing radiation dose– a technological feat that has earned us global recognition. With a commitment to excellence, we have earned the trust of Fortune 500 industry customers, leading to our acquisition by Canon Inc. for $430M– a testament to our industry leadership.

With over 200 dedicated professionals, we take pride in fostering a work environment where Science, Technology, Engineering, and Math (STEM) professionals thrive. As an equal opportunity employer we demonstrate that diversity drives innovation, and we are passionate about building a future where every employee contributes to our mission-driven success. Redlen's teams, mirroring the multifaceted diversity of Canadian society, exemplify our commitment to leveraging a wide range of ideas and backgrounds as a driving force for innovation, business excellence, and pioneering advancements in STEM.

The IT Infrastructure Manager is responsible for overseeing the daily IT Services operations:

1. End-user services: Incidents, requests and infrastructure projects. This position plays a customer service role, ensuring end-user services are delivered on time and of high quality, and clients’ needs are met by using and improving our ITSM Platform.

2. Infrastructure Services: This role ensures the reliability, security, and scalability of infrastructure components while leading a team of technicians from our Managed Service Provider (MSP) to implement and maintain Storage, Networks, Servers and cloud services.

Key Responsibilities:
Team Leadership & Management

• Provides supervision, direction, and decision-making necessary to support systems infrastructure services utilizing solid functional, technical and/or project management knowledge and skills.
• Maintain and model a positive and professional attitude, that cultivates healthy working relationships across all levels of the organization.
• Supervise and mentor the MSP technicians, including assigning and monitoring tasks and tickets.
• Coordinate with other IT team members and external vendors to ensure seamless integration and support across infrastructure systems.
• Collaborate with cross-functional teams to identify areas for improvement and implement solutions to enhance the workplace culture.
• Develop operational processes.

End-user support

• Ensure support processes are being followed, and the support team is delivering the quality and speed expected by the end-users.
• Lead end-user support tasks and process automation.
• Promote the ITSM system for ticket management by understanding the needs and showing the benefits of this system to the end-user community.
• Supervise end-user support, ensuring Time-to-respond, Time-to-resolve and end-user satisfaction is reaching the SLAs.
• Administer the ITSM platform and perform continuous improvement of its configuration, including configuring services, tickets, ticket types, workflows, reports, etc.
• Ensure the Asset Management module on the ITSM is consistent and accurate.
• Follow-up on escalated issues from the systems support team.
• Organize the monthly town hall meetings.
• Provide new employee onboarding training.

Project Management

• Develop and supervise project plans, timelines, and resource allocations in collaboration with stakeholders.
• Lead infrastructure-related projects, including deployments, migrations, and upgrades.

Infrastructure Operations

• Monitor physical and virtual infrastructure, ensuring optimal performance and uptime.
• Define and monitor patch management, backups, and system upgrades.

Security & Compliance

• Ensure infrastructure complies with internal policies and external regulations.
• Ensure all implementations follow cybersecurity and maintain security controls on infrastructure delivery processes.

Documentation & Reporting

• Ensure accurate documentation of infrastructure configurations, procedures, and policies.
• Supervise and/or create KB articles for end-users' self-support and for IT Technicians.
• Review and publish reports provided by the MSP on systems’ health, performance metrics, and ticket resolution.

What to Expect:

• This position needs to understand the business needs, operations and challenges; therefore, this position will need to get involved in the support process execution and support tickets coordination to understand and define the course of action to improve support.
• This position is intended to be the liaison between the business areas and IT, ensuring the understanding of their infrastructure needs and proposing the best possible solution based on the Company's maturity, security, functionality, and sustainability.
• This position will need to document and lead the automation of the support process when possible, using our ITSM to provide a consistent service efficiently and reduce human intervention.
• This position is ~25% Technical hands-on vs ~75% Administrative and Managing

Qualifications

Interpersonal Skills

• Communicates clearly with technical and non-technical audiences to understand client needs and follows up to ensure solutions meet client expectations.
• Assertiveness when guiding users on procedures, processes and policies.
• Empathy and a friendly attitude to create bonds with customers and coworkers.

Administrative Skills

• Organized, willing to use tools and techniques to ensure issues and activities are under control and not forgotten.
• Time Management, prioritize the position tasks, deadlines and schedule.
• Attention to detail, being meticulous to ensure accuracy in documents and processes.
• Confidentiality: Discretion in handling sensitive or private information and events.

Education and Experience:

• Bachelor's or Associate's Degree or Diploma in computer science, Information Technology, or related field
• 5+ years of experience in IT infrastructure and end-user support, with at least 2 years in a manager, supervisor or leadership role.
• Strong understanding of networking, virtualization, cloud platforms, and enterprise storage
• Experience with monitoring tools, configuration management, and automation.
• Experience using and configuring an ITSM System and process automation.
• Strong organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously.
• Experience with IT asset management, software licensing, and IT budgeting.
• Experience with M365, specifically with SharePoint storage, SharePoint websites, EntraID, CAP, PIM, Intune, MDM, and MAM.
• Excellent problem-solving, communication, and organizational skills.

Preferred knowledge (not mandatory):

• ITIL Foundation
• PMP Certification or knowledge
• Any Microsoft 365 Certification
• CompTIA Server+ or Network+
• Experience in a manufacturing environment.

WORKING CONDITIONS:

• 100% on-site, with limited exceptions to work remotely.
• At Redlen, we have two main sites. While the manufacturing facility in Saanichton is the primary location for this position, 1 to 2 days per week are required at the VITP office.
• Must be able to lift sporadically up to 20 Kg.

Salary Range: $120,000 - $150,000 CAD

At Redlen, we prioritize clarity in our hiring process. The salary range posted above reflects the minimum and maximum for new hire salaries, taking into account factors such as job-related skills and expertise, relevant training and education, and business needs. It is common for ranges to span multiple levels in order to attract top talent across experience levels. It is uncommon to be hired at the top of the range; however, in exceptional cases where a candidate's skills and expertise significantly exceed the role's requirements, we may consider offering a higher salary. If you believe your skill set falls outside this range and you’re interested in exploring opportunities with Redlen, please reach out to our People & Culture Team (T.A. Specialists or Business Partners), specifying how your expertise aligns with our teams, so we can collaborate on potential opportunities. We believe in developing those that demonstrate quality performance and promise.

Total Rewards and Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• RRSP retirement plan with employer match component.
• Professional development opportunities.
• Generous paid time off and holidays.
• Vibrant and inclusive workplace culture.