IT Service Manager

Full Time

The Authentic T-Shirt Company/SanMar Canada

The Authentic T-Shirt Company/SanMar Canada is the leading wholesale distributor of imprintable apparel to the advertising, embroidery and screen-printing industries. We are a service-orientated company with employment opportunities for people who enjoy a challenge and who are searching for an opportunity to develop and grow their skills. Behind every showroom and distribution centre is a team of people who promote a fun, creative team environment where we believe that individual contribution will always lead to a strong team.The Authentic T-Shirt Company/SanMar Canada is looking for a hands-on, motivated individual to join our amazing team in Mississauga, ON.If you are this person, we encourage you to join our team and experience the differenceWhat does The Authentic T-Shirt Company/SanMar Canada have to offer? 10:00 am-6:30 pm Paid sick time and vacation An enjoyable, inclusive & cooperative working environment Full benefits package Employee discounts on all of our products & much, MUCH moreJob SummaryReporting to the Director of Technology, the IT Service Manager has overall responsibility for the effective and 24/7 operation of SanMar Canada’s national server infrastructure and phone systems, as well as the continuous optimization of these systems, to meet the future needs of the company. This role is also responsible for overall information and network security to meet the growing demand due to the company’s size.

The effective operation of the computer systems will also be achieved by developing, implementing and maintaining appropriate policies and procedures for core systems. The IT Service Manager will work with different teams within IT to support all locations and develop effective system solutions that meet the needs of businesses and users. The IT Service Manager will work with senior leaders, department managers and IT support personnel to implement programs and standardize structures to improve day-to-day operations.Required Qualifications & Experience Bachelor’s degree in Computer Science complemented with at least 8 years of progressive IT experience, particularly within a large WAN and VLAN environment, including roles related to network administration, help desk, technical support, system security, user training, system and process improvement, and project management (PMP credential an asset). A minimum of 3 years of managerial experience with good technical leadership skills, demonstrating the ability to lead operations, service delivery, application support, and enterprise IT project implementation.

Comprehensive knowledge of hybrid Microsoft 365 and Active Directory environment, working experience on cloud services, i.e. AWS, Azure or Google Cloud, hands-on experience with other platforms and applications such as Linux(CentOS/Ubuntu) and MacOS, virtualization(Hyper-V), RF, WMS, system automation, etc., administering and scripting on Linux/Powershell to deliver solutions. Knowledge of SaaS, IaaS, and PaaS operations when it comes to new service options. Database and collaboration tools like Exchange, SQL, SharePoint, ActiveSync, and Office 365 applications, Data Warehouse and BI management.

Knowledge of D3/PICK is a strong plus. Hands-on experience delivering 24/7 operational support with ERP/CRM/Supply Chain/WMS systems, and their roles in streamlining business processes. Proven track record in managing complex, cross-regional IT services, NOC/DC infrastructure, and network projects in a small to medium-sized business environment, including the ability to translate corporate strategies into cost-effective project plans. Hands-on experience with network devices especially in Cisco environments, including products such as routers, ASA, Access Points, etc., VoIP/SIP, and FortiGate and/or Avaya Call Center is a strong plus, CCENT and/or CCNA certifications are also good assets.

Proven expertise in network security products, UTM, IPS, EDR, MDR, MDM, optimization, backup/restore procedures, and disaster recovery planning. This includes experience with cloud and network security products and hands-on DRP, network continuity, and SDN implementation, security technologies and tools, encryption algorithms, secure communication protocols, risk assessment methods and technologies, network architecture and infrastructure, and data backup/recovery. Proven experience developing and implementing security policies and procedures, incident response, vendor and end-user management. Solid security expertise and current knowledge of cybersecurity principles, risk management practices, and relevant regulations and standards.

Experience in managing contracts and SLAs. Dependable with a strong work ethic and commitment to maintaining resilient business and system operations. Good sense of urgency and ownership, a big-picture thinker who inspires the rest of the team, self-motivated with the ability to multitask and deliver solutions under pressure and within tight timelines. Staying up-to-date with the latest technologies, cybersecurity threats, and trends in the IT industry, having the passion to grow with the technologies, fast learner with an initiative to be the first one to acquire new skills and cross-train others.

Understanding of the technology lifecycle, demonstrated through experience across product delivery, service management, and project execution operations. Strong leadership skills with lead-by-example style to support the team, properly defining goals and providing feedback, and constantly developing team members’ skills, and ability to work independently or guide a team towards excellence. Demonstrated skills in relationship management, ability to communicate with and manage stakeholders across organizational boundaries, providing influence and arbitration where required. Strong analytical and critical thinking skills and, a good understanding of general business operations, with an emphasis on cost-consciousness and operational efficiency.

Ability to use business analysis tools and techniques to analyze existing processes and propose reengineered approaches that challenge the status quo, followed by accurate and timely execution. Solid risk and change management skills, good documentation abilities, and a systematic approach to problem-solving, with a can-do attitude. Strong customer service focus and ability to manage expectations and deliver closed-loop results.Responsibilities Lead the IT support function across multiple locations to effectively fulfill IT’s mission and 24/7 service commitments and coordinate with functional leaders for business operations and helpdesk service delivery. to meet the current and future needs of the company. In charge of continuous optimization of overall system infrastructure, information, and network security to meet the growing demand due to company size.

Implement and standardize solutions that align with company goals and strategies and take advantage of existing resources. Manage IT projects to ensure they are completed on time and within budget. This includes coordinating with various stakeholders and managing resources effectively across all locations. Extend live support service coverage and hours due to the ongoing demand from business operations, be the on-call person in case of emergencies, system failures, or security incidents.

Serve as the primary point of contact for the support team, and the liaison between business and technical worlds, coordinate users and teams to ensure all IT services are delivered effectively with consistent and reliable results. Identify and resolve local and system-wide IT issues. This includes troubleshooting technical problems, making decisions under pressure, and thinking creatively to find solutions. Oversee, decide, and prioritize simultaneous tasks and deliverables to maximize the best outcome from the business perspective.

Predict, identify, assess, mitigate, and manage IT system risks. This includes understanding and complying with relevant regulations and standards. Administer changes to IT systems and processes. This includes planning and implementing changes, managing risks, and ensuring changes are communicated/documented effectively.

Take initiative and accountability to stay ahead of the game, technical and non-technical. Responsible for leading the development of IT service standards and practices, and overall incident response procedures. Assist in other areas of the IT department and perform additional duties as required by management._The Authentic T-Shirt Company®/SanMar Canada_ _is an Equal Opportunity Employer and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process._Job Types: Full-time, PermanentSalary: $95,000.00-$100,000.00 per yearBenefits: Casual dress Company events Dental care Extended health care Life insurance On-site parking Paid time off Store discount Tuition reimbursement Vision careFlexible Language Requirement: French not requiredSchedule: Monday to Friday On callSupplemental pay types: Bonus payAbility to commute/relocate: Mississauga, ON L5T 2N3: reliably commute or plan to relocate before starting work (required)Application question(s): Are you willing to be on call 24/7?.

How many years experience of people management do you have?. What size team have you managed in the past?Education: Bachelor’s Degree (preferred)Experience: progressive IT: 8 years (required) Hybrid Microsoft 365: 3 years (preferred) team management: 3 years (required)Licence/Certification: compliance certifications (preferred)Work Location: In person


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