About the role
Location:
22 St. Clair Avenue East, Toronto, Ontario, M4T 2S5
Manager, IT Infrastructure Operations
Reporting to the AVP, Infrastructure and Support Services, this role is responsible to lead the support team which provides technical assistance to users and performs infrastructure and application troubleshooting of issues reported to the helpdesk. The Manager, Infrastructure will have an overall view of the support pipeline and will strive to continually improve end user experience through optimization and knowledge sharing.
Responsibilities:
- Leading and overseeing all components of the Service Desk, User Device Management, and Network team operations.
- Support delivery to employees and business partners (as needed) and ensure systems are performing optimally for the end users.
- Ensure that the existing network and desktop environment is supported to meet business operational needs and implement appropriate security measures.
- Identify initiatives that proactively address network security, maintenance of software, and configurations, while managing service level expectations of the business and colleagues in general.
- Advocate and manage the ticketing system (Fresh Service) to provide standard and sustainable processes for IT services delivery and continual improvement.
- Effectively manage internal staff and external sourcing relationships, to provide seamless delivery of support services, project support, and development / deployment of new and existing technology.
- Integrate technical vendor support and leverage external resources to achieve internal value-added capabilities.
- Prioritize daily tickets to ensure timely resolution of issues with the highest impact.
- Proactively managing communications pertaining to technical support, operations, changes, and issues in a timely manner.
- Participate with our various Audit, Risk Management, Disaster Recovery, and Security governance requirements.
- Full engagement in creating and developing support team strategies which align with the business and organizational vision.
- Gain the confidence of the business by providing support delivery with a sense of urgency and coping with business changes effectively and efficiently.
- Directs and oversees the escalation within the Service Desk and external support (providers/vendors).
- Encourage a supportive team environment as a leader while effectively empowering others with corresponding accountability.
- Act as a positive role model, motivating employees, co-workers and the business group to promote a high performance technical and business focused team.
- Direction, management and coaching of employees, providing them with challenges, giving them the opportunity to learn and to be successful.
- Conduct reviews of quality and in a timeliness of service delivery (Review key performance indicators)
- Assisting employees with their growth and development.
- Create and present presentations to vendors, IT, and business unit leadership.
Qualifications:
- Minimum of 5 years’ experience managing small to medium sized, complex business/technology enterprise environments.
- Excellent people management skills; experience working with and managing teams in a matrix environment.
- Strong presentation and facilitation skills.
- Effective verbal and written communication skills.
- Practical experience in hardware and software deployment within a multi-vendor, and complex environment. Focus on O365 and Azure.
- ITIL certified, version 3 or 4.
- Experience with Incident/Service Request/Change/Problem Management services.
- Managing SLAs, department defined and external service providers.
- Proven ability to understand business priority including day-to-day operational issues.
- Proven ability to mentor and support the development and growth of one’s direct reports.
- Ability to effectively communicate and relate to all levels of the organization.
- Ability to adapt and embrace change in a fast-paced, changing environment
- Experience with core network infrastructure and desktop technologies, such as Windows, Active Director, switching and routing, and wireless access points..
- Knowledge of the real estate industry is a definite asset.
About Choice Properties
Choice Properties Real Estate Investment Trust is an owner, manager and developer of well-located retail and commercial real estate across Canada. Choice Properties’ portfolio spans approximately 65 million square feet of gross leasable area and consists of over 700 properties primarily focused on supermarket-anchored shopping centers.
Choice Properties’ strategy is to create value by enhancing and optimizing its portfolio through high quality transactions, strategic development and active property management. We mainly focus on necessity-based retail, and high-quality industrial and mixed-use assets. In particular, we have a strategic relationship with Loblaw, our largest tenant, that provides us with access to high quality investment opportunities.
Our established operating platform with a proven track record of success also provides us with access to a transformational development pipeline that we believe supports superior long-term value creation and growth. A commitment to continuous learning and development is a strong part of our culture.
Choice Properties REIT recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants and employees with disabilities.
In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.
Number of Openings:
1
Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.
About Choice Properties REIT
Choice Properties is a leading Real Estate Investment Trust that creates enduring value through the ownership, operation and development of high-quality commercial and residential properties.
We believe that value comes from creating spaces that improve how our tenants and communities come together to live, work, and connect. We strive to understand the needs of our tenants and manage our properties to the highest standard. We aspire to develop healthy, resilient communities through our dedication to social, economic, and environmental sustainability. In everything we do, we are guided by a shared set of values grounded in Care, Ownership, Respect and Excellence.
About the role
Location:
22 St. Clair Avenue East, Toronto, Ontario, M4T 2S5
Manager, IT Infrastructure Operations
Reporting to the AVP, Infrastructure and Support Services, this role is responsible to lead the support team which provides technical assistance to users and performs infrastructure and application troubleshooting of issues reported to the helpdesk. The Manager, Infrastructure will have an overall view of the support pipeline and will strive to continually improve end user experience through optimization and knowledge sharing.
Responsibilities:
- Leading and overseeing all components of the Service Desk, User Device Management, and Network team operations.
- Support delivery to employees and business partners (as needed) and ensure systems are performing optimally for the end users.
- Ensure that the existing network and desktop environment is supported to meet business operational needs and implement appropriate security measures.
- Identify initiatives that proactively address network security, maintenance of software, and configurations, while managing service level expectations of the business and colleagues in general.
- Advocate and manage the ticketing system (Fresh Service) to provide standard and sustainable processes for IT services delivery and continual improvement.
- Effectively manage internal staff and external sourcing relationships, to provide seamless delivery of support services, project support, and development / deployment of new and existing technology.
- Integrate technical vendor support and leverage external resources to achieve internal value-added capabilities.
- Prioritize daily tickets to ensure timely resolution of issues with the highest impact.
- Proactively managing communications pertaining to technical support, operations, changes, and issues in a timely manner.
- Participate with our various Audit, Risk Management, Disaster Recovery, and Security governance requirements.
- Full engagement in creating and developing support team strategies which align with the business and organizational vision.
- Gain the confidence of the business by providing support delivery with a sense of urgency and coping with business changes effectively and efficiently.
- Directs and oversees the escalation within the Service Desk and external support (providers/vendors).
- Encourage a supportive team environment as a leader while effectively empowering others with corresponding accountability.
- Act as a positive role model, motivating employees, co-workers and the business group to promote a high performance technical and business focused team.
- Direction, management and coaching of employees, providing them with challenges, giving them the opportunity to learn and to be successful.
- Conduct reviews of quality and in a timeliness of service delivery (Review key performance indicators)
- Assisting employees with their growth and development.
- Create and present presentations to vendors, IT, and business unit leadership.
Qualifications:
- Minimum of 5 years’ experience managing small to medium sized, complex business/technology enterprise environments.
- Excellent people management skills; experience working with and managing teams in a matrix environment.
- Strong presentation and facilitation skills.
- Effective verbal and written communication skills.
- Practical experience in hardware and software deployment within a multi-vendor, and complex environment. Focus on O365 and Azure.
- ITIL certified, version 3 or 4.
- Experience with Incident/Service Request/Change/Problem Management services.
- Managing SLAs, department defined and external service providers.
- Proven ability to understand business priority including day-to-day operational issues.
- Proven ability to mentor and support the development and growth of one’s direct reports.
- Ability to effectively communicate and relate to all levels of the organization.
- Ability to adapt and embrace change in a fast-paced, changing environment
- Experience with core network infrastructure and desktop technologies, such as Windows, Active Director, switching and routing, and wireless access points..
- Knowledge of the real estate industry is a definite asset.
About Choice Properties
Choice Properties Real Estate Investment Trust is an owner, manager and developer of well-located retail and commercial real estate across Canada. Choice Properties’ portfolio spans approximately 65 million square feet of gross leasable area and consists of over 700 properties primarily focused on supermarket-anchored shopping centers.
Choice Properties’ strategy is to create value by enhancing and optimizing its portfolio through high quality transactions, strategic development and active property management. We mainly focus on necessity-based retail, and high-quality industrial and mixed-use assets. In particular, we have a strategic relationship with Loblaw, our largest tenant, that provides us with access to high quality investment opportunities.
Our established operating platform with a proven track record of success also provides us with access to a transformational development pipeline that we believe supports superior long-term value creation and growth. A commitment to continuous learning and development is a strong part of our culture.
Choice Properties REIT recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants and employees with disabilities.
In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.
Number of Openings:
1
Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.
About Choice Properties REIT
Choice Properties is a leading Real Estate Investment Trust that creates enduring value through the ownership, operation and development of high-quality commercial and residential properties.
We believe that value comes from creating spaces that improve how our tenants and communities come together to live, work, and connect. We strive to understand the needs of our tenants and manage our properties to the highest standard. We aspire to develop healthy, resilient communities through our dedication to social, economic, and environmental sustainability. In everything we do, we are guided by a shared set of values grounded in Care, Ownership, Respect and Excellence.