IT Manager

Athabasca County is seeking an experienced IT Manager to oversee our company's IT department. The ideal candidate will be responsible for managing our IT infrastructure, implementing new technologies, and ensuring the smooth operation of all IT systems.

The IT Manager is responsible for diagnosing and resolving complex technical issues and overall planning, development, implementation, operation, and administration of information technology programs and services organization wide. This role requires advanced understanding of the County’s technological environment and involves supporting the organization in root cause problem analysis.

In collaboration with the Managed Service Providers, the IT Manager will design and implement effective solutions that meet the County’s needs. This role demands strong problem-solving skills, excellent communication, project delivery skills, and a customer service orientated approach.

RESPONSIBILITIES

Technical Support:

• Mentor and coach tier 1 technical support personnel, where required, to identify root cause and identify long term solutions
• Diagnose and resolve complex technical hardware, software, and networking issues.
• Troubleshoot telecommunication and network equipment problems
• Escalate complex issues to Managed Service Providers (MSPs) as needed.

System Maintenance:

• Work with Managed Service Providers (MSPs) to design, implement, and configure hardware, network, and software upgrades as needed.
• Perform regular system update and maintenance tasks.
• Assist with the setup, configuration, and purchasing of network, server, storage & business application technologies.
• Support and maintain Microsoft 365 and other cloud technologies.

Documentation and Compliance:

• Create and maintain accurate documentation of IT procedures, configurations, and troubleshooting steps.
• Ensure compliance with County policies and procedures regarding IT security.
• Maintain County Security Standards, Policies, and Procedures, including system backup and recovery processes/procedures.

Collaboration and Communication:

• Collaborate effectively with team members and other departments to deliver strong IT support services.
• Support remote meetings and virtual collaboration tools.

Account and Ticket Management:

• Manage the intake of support tickets, ensuring alignment with ITIL best practices.
• Handle account creation and management tasks.
• Additional responsibilities as required.
• Collect and maintain all asset data for a complete inventory with all key attributes, full descriptions, locations, and condition assessment.
• Perform other duties as required.

QUALIFICATIONS & SKILLS

• Post secondary degree in computer science or related field.
• Minimum of 3+ years of related IT Technical experience, preferably in a supervisory role.
• Experience working with Windows Active Directory, Group Policy, DNS, RDS.
• Experience working with firewalls, TCP/IP and Internet connectivity configuration.
• Adept in DHCP, DNS, VLANS, VPNs, and other network fundamentals.
• Proficiency in diagnosing and troubleshooting technical issues.
• Experience with desktop and server operating systems.
• Strong knowledge of Microsoft Office 365, related suite of applications, and other cloud technologies.
• Experience with IT service management tools (e.g. ServiceNow).
• Experience with ITIL service management concepts and methodologies and certification an asset.
• Current or previous experience professional technology certifications and vendor certifications (MCSE, MOS, MCSA, A+, CISSP, etc).
• Exceptional interpersonal skills, including active listening, questioning, and relationship building within a team and with customers.
• Strong written and oral communication skills.
• Ability to work independently or in a team atmosphere.
• Ability to work onsite – 5 days per week.
• Ability to obtain a clear Criminal Records Check.

We thank all applicants, however only those selected for interview will be contacted.