Supervise the support team, including Analysts supporting business applications, operational systems, and end-user/hardware services
Ensure effective collaboration across application support, hardware support, and other IT service teams
Set priorities, service standards, and delivery expectations
Assign and prioritize support tasks and project work
Foster a collaborative, accountable, and outcome-driven team culture
Ensure adherence to operational processes
Monitor and manage service levels
Identify and implement opportunities to improve service delivery
Plan, coordinate and deliver IT projects of varying size and complexity
Lead the planning, coordination, and execution of projects
Develop project plans, scopes, schedules, risks, and dependencies
Coordinate internal IT teams and external vendors
Develop and maintain technical and business documentation
Coordinate system maintenance activities
Provide technical oversight in troubleshooting and resolving complex application issues
Work closely with business stakeholders to understand operational needs and technology requirements
Ensure system enhancements align with business goals and IT strategies

Requirements

Bachelor’s degree in Computer Science, Business Administration, or a related field
Minimum 5 years of IT leadership experience, including supervisory or team lead responsibilities
Prior experience in IT project delivery and coordination, business analysis, and IT service management best practices
Prior experience leading and coordinating teams supporting both application services and hardware-enabled IT services in an operational environment
Strong understanding of system development life cycle (SDLC) and change management principles
Solid understanding of IT infrastructure and system architecture concepts (e.g., networking, servers, storage, end user devices)
Hands-on experience with system integrations, troubleshooting methodologies, and issue resolution techniques
Technical expertise with relational databases and programming languages (e.g., SQL, .Net, Java, C#)
Experience with enterprise applications (e.g., ERP, MRP) and supporting business-critical systems
Experience working in the marine transportation, logistics, or a similar industry is an asset
Strong leadership and people management skills
Excellent problem-solving, decision-making, and conflict resolution skills
Strong communication and stakeholder management skills

Benefits

Competitive salary in line with the successful candidate’s experience
Annual bonus and pension plan matching
Best-in-class health and wellness benefits package including extended health care, dental care, vision care, life insurance, medical leave coverage, parental leave coverage, $500 personal spending account, and an Employee Family Assistance Program (EFAP)
Access to Pemberton campus gym

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT project deliverybusiness analysisIT service managementsystem development life cycle (SDLC)change managementIT infrastructuresystem architecturetroubleshooting methodologiesrelational databasesprogramming languages (SQL, .Net, Java, C#)

Soft Skills

leadershippeople managementproblem-solvingdecision-makingconflict resolutioncommunicationstakeholder managementcollaborationaccountabilityoutcome-driven

Certifications

Bachelor’s degree in Computer ScienceBachelor’s degree in Business Administrationrelated field degree