Venor is partnering with O’Regan’s in their search for an IT Operations Lead. Named one of Canada’s Best Managed Companies and the Consumer Choice Award winner for New Car Dealer and Pre-Owned Dealer for Halifax for ten years in a row, O’Regan’s is looking to add to its IT division. Now with over 800+ employees with 22 brand partnerships, O’Regan’s has gone through significant change since beginning in 1915. 

The IT Operations Lead is responsible for managing the IT Service Desk and services including related processes and tools and leading our technical support team to provide excellent client service in resolving all technical issues. They will also be responsible for meeting service levels and assuring customers’ expectations are met. The role requires an individual who exhibits a high sense of urgency while focusing on quality outcomes. A solid technical background combined with client service experience, with a problem-solving attitude and the ability to motivate team members to achieve specific goals.  

What you’ll be doing:

IT Service Desk

• Act as a technical coach and mentor to the Service Desk team.
• Optimize the Service Desk team and create a client-first culture that is focused on client satisfaction.
• Contribute to improving client support by actively responding to queries and handling escalations.
• Act as gatekeeper for requests, keeping stakeholders informed and managing expectations.
• Facilitates communication between the IT department and its clients to define and maintain the SLAs required for each business unit.
• Ensures that all service level agreements (SLAs) for information technology services across the organization are delivered according to specifications.
• Implement and manage support processes for all end-user computing devices.
• Develops, manages, and administers service management best practices.
• Act as an escalation point for all user support needs.
• Provide client feedback to the appropriate internal teams.

IT Operations

• Participate in the creation and implementation of hardware policies including standards, lifecycle management, asset management, depreciation, etc.
• Participates in Solutions Review Meetings to establish technical platforms for deployment and ensures new projects adhere to established platforms and standards.
• Develops operational plans and processes to deliver on service level agreements.
• Helps monitor development-related risks and issues and escalates to director as appropriate. 
• Build productive working relationships with vendors to create a win/win culture.
• Proactively monitor systems and security platforms and action alerts.
• Collaborate on the creation of internal approaches and standards that support the organization’s environment.
• Actively participate in educational opportunities to increase personal skillset and capacity.
• Other duties as assigned.

Requirements include:

• A diploma, certificate or computer industry-specific certification is preferred.
• A minimum of 4 years experience providing leading a service desk team.
• Strong knowledge of Windows, MS Office, Office 365, Azure and cloud service.
• Advanced knowledge of IT technologies and applications including:
  • Networking and Communications
  • Desktop or Laptop Hardware Support
  • Microsoft Operating System Support (Server & Desktop)
  • Disaster Recovery Process and Best Practices
  • Cybersecurity Tools and Best Practices
• Valid driver’s license
• ITIL Foundations certified (preferred)
• Strong interest in continual skills improvement and learning with an innate curiosity regarding technology.

Knowledge, skills and abilities required for the role include:

• Excellent verbal and written English communication skills. 
• Ability to work well within a collaborative team environment.
• Strong customer service orientation.
• Demonstrated problem-solving and decision-making abilities, with an aptitude for securing relevant information and making timely and effective decisions. 
• Ability to instill enthusiasm, loyalty and commitment in employees and co-workers to accomplish objectives.
• Excellent planning, organization, and work management abilities.
• Strong negotiator with demonstrated experience effectively exploring alternatives and positions to reach outcomes that gain all parties’ support and acceptance.
• Excellent interpersonal skills with the ability to get along well with people, to put them at ease, and to quickly build rapport through pro-active relationship development.
• Proactive with strong initiative; motivated to take active and innovative steps to influence events to achieve goals beyond what is required.
• Willingness and ability to work some evenings and weekends as required.

What’s in it for you:

• Be part of a resilient, high-performing regional organization
• Join a team that is connected to and aligned with the business agenda
• Act as a key member of an effective team with internal growth opportunity
• Work with and be exposed to industry-standard technologies
• Competitive salary, perks, and benefits

At Venor, we embrace a culture of belonging in the workplace. No matter who you are, where you’re from, how you think, what you believe in, or who you love, we welcome your application. We all come from different backgrounds and different walks of life, bringing in unique perspectives and experiences. We encourage applications from 2SLGBTQ+, Black, Indigenous, and People of Colour (BIPOC), women, newcomers to Canada, and people with disabilities. If you require any accommodation in the application and interview process, please let us know (including different materials or otherwise).

To learn more about this opportunity, contact Steph MacIntosh via steph@venor.ca or Nick Misener via nick@venor.ca.