Nelson

Operations

• Guide and mentor the Service Desk team, providing expertise and acting as an escalation point for complex technical issues while remaining hands-on.
• Support and coordinate daily IT support operations, ensuring timely resolution of requests, smooth employee onboarding/offboarding, and adoption of best practices (ITIL).
• Support in the maintenance of core infrastructure, including servers, networks, cloud platforms (Azure/AWS), and identity systems (Active Directory, Single Sign-On, Multi-Factor Authentication).
• Provide guidance and expertise to strengthen the reliability and security of laptops, desktops, and mobile devices through regular updates, monitoring, and endpoint management.
• Partner with the Service Desk and IT teams on projects such as upgrades, cloud migrations, and office technology enhancements, helping apply structured change management to minimize disruption.
• Collaborate with vendors and assist in managing contracts and hardware/software assets throughout their lifecycle.
• Support the implementation and awareness of IT policies related to security, backups, disaster recovery, and compliance.
• Help monitor systems for vulnerabilities, contribute to incident response efforts, and participate in business continuity planning.
• Analyze service performance data, sharing insights and recommendations to help identify trends and drive continuous improvement.
• Partner with the VP, People & Employee Experience to help build a modern, employee-focused IT Operations function.

IT Operations Advisor