International Cultural Exchange Services

IT Support

• In partnership with the Director of IT, helps to ensure the ongoing professional development and skill competency of the team to meet ICES’ current and evolving IT and application development needs
• Motivates, mentor, coach and manage the performance for direct reports
• Helps team execute career development plans
• Plans and implements team development and education activities
• Manage the IT related user orientation, communication, and training
• Participate in the attraction, recruitment and retention of highly skilled and qualified personnel who fit the team and organization’s culture and build a high performing team in collaboration with Human Resources
• Manages IT Infrastructure, applications, and Operations
• Provides leadership, direction, and performance of technical teams to ensure the delivery of IT infrastructure services
• Responsible for the management, availability and support of all IT infrastructure technologies
• Plan and manage application development projects/supports to deliver high quality software applications on time and budget
• Responsible for designing and operating highly available, fault-tolerant, scalable infrastructure
• Optimize performance cost-efficient cloud solutions that aligning with corporate strategy and business services
• Prioritize and manage resource allocation for day-to-day operations and service delivery initiatives and produce deliverables in a timely and effective manner
• Manage the monitoring, reporting and optimization of system performance and availability
• Provide regular project status updates on schedule, budget, and deliverables
• Ensure the security and privacy of operational processes and IT systems in order to protect information assets
• Create and maintain system/application design, implementation, and support documents
• Develop and execute IT infrastructure plans and ensure the alignment with IT and organization wide business plans
• Develop, implement, and continuously improve effective IT policies, procedures and standards
• Manage the proactive detection and resolution of problems to reduce reoccurrence of incidents
• Oversee the process of innovative change effectively
• Work in collaboration with peers, department managers and users to identify the need for new IT services and systems, emerging technologies and methodologies that could benefit the organization
• Ensures effective client management
• Manage day-to-day internal and external client interaction
• Set and manage internal and external client expectations
• Communicate effectively with internal and external clients to identify needs and evaluate alternative business solutions
• Continually seeks opportunities to increase internal and external client satisfaction and deepen relationships
• Manages effective department communication
• Holds regular status meetings with team
• Keeps team well informed of changes within the organization
• Delivers engaging, informative, well-organized presentations
• Resolves and/or escalates issues in a timely fashion
• Keep current on knowledge of emerging technologies by reading professional publications, and participating in educational and training opportunities
• Identifies and provides standards for gathering information for use in trend analysis and reports information to company management
• Flexible in availability with regards to working hours and days scheduled required.

Senior Manager, IT Infrastructure & Operations