POSITION TYPE: Full-time, Fixed Term (37.5hours/week- 2- year contract) 
POSTING CLOSING DATE: June 1, 2024.

Lumenus Community Services is committed to diversity, equity and inclusion.  We value a recruitment and selection process that is inclusive and barrier-free and we encourage applications from all individuals including, but not limited to, all cultures, religions, racialized communities, abilities, sexual orientations, and gender identities and expressions.  

The Information and Communications Technology (ICT) Manager is responsible for overseeing the organization’s technology, data and communications services with a focus on ICT operations and ICT personnel management.  The ICT team is responsible for the data/voice communications networks, computer applications, disaster recovery/business continuity, Helpdesk operations, information (data) security, ICT infrastructure and ICT projects. The ICT Manager is responsible for the execution of the organization’s information technology infrastructure and operations strategy and vision. The ICT Manager should play a leading role in the planning, and in our adoption of new technologies and processes.

KEY RESPONSIBILITIES:

General Job Functions:

• Provide a leadership role in the delivery of technology support to the agency with a spirit of service, teamwork, and respect.
• Oversee all technology operations including applications, servers, networks and system operations, evaluating them according to our established ICT strategy, vision and goals, and in accordance with the NIST CyberSecurity Framework.
• Manage ICT projects, working with vendors, and communicating with the PMO, stakeholders and management about project(s) status.
• Coordinate with all personnel of the ICT Department, to provide coverage and support during all business hours and provide contact and escalation paths for all after hours issues.
• Work with the ICT Support staff, ICT Technical Leaders, and/or external vendors to ensure all technology issues (Helpdesk tickets) are triaged, with end-user communications, as per agreed upon SLAs.
• Responsible for the functionality, availability, integrity, confidentiality, and efficiency of all ICT systems, information and applications used by the agency, in accordance with our ICT policies.
• Work with vendors, finance, and procurement to establish and maintain hardware and software standards, procure materials, and ensure accurate tracking and reporting of ICT assets.
• Solicit from all ICT Staff, the department’s future goals, requirements, and ideas to optimize attainment of vision and mission.
• Collaborate and consult, as appropriate and needed, with other directors/managers in the structuring and development of application requirements, while providing the technical requirements on the application implementation and maximization.
• Attend all required training and safety meetings; report all injuries and illnesses to supervisor immediately; complete and submit incident/accident reports as required; and follow all safety and health guidelines, practices, policies and procedures and actively support and participate in the Emergency Preparedness Program and tasks.
• Collaborate within the ICT Department to develop, implement, and continuously improve service delivery.
• Plan, facilitate, and participate in the cycle of quality improvement activities for the organization as a whole.

Technical Job Functions: 

• Provide escalation (backline) support as needed in Microsoft Active Directory, Microsoft 365, & Microsoft Windows Operating System(s).
• Provide support and clarity for network, telecom, data security and Cybersecurity issues
• Review and validate System Administrator, Project-related or Vendor ICT Change Management requests to deploy software, changes, or updates to the production environment.
• Evaluate new technology and recommend hardware, software, or application upgrades to assure the availability, continuity, improved productivity and security of data for the organization.
• Experience with Avaya IP Office phone systems is an asset
• Other duties as assigned.

Management Job Functions: 

• Manage Help Desk Support Staff and System Administrators to coordinate with the organization’s ICT Contractors/Consultants in providing unified and effective operations.
• Oversee all facets of the daily operations of the ICT Department, ensuring compliance with the organization's policies.
• Provide expertise with the ICT Technical Leaders to develop, implement, and maintain policies and solutions.
• Coach and assist support staff in the development and implementation of standard operating processes.
• Mentor and motivate ICT staff to provide excellent customer service to all stakeholders.

QUALIFICATIONS:

• Post-Secondary School education from an accredited institution in a computer science or related field is preferred.  
• Microsoft Certified Systems Engineer (MCSE) or equivalent is an asset.
• Project Management Certifications are an asset.
• ITSM/ITIL Certified is an asset.
• Other Technical Certifications are an asset.
• 10+ years of hands-on experience supporting users in a mid-sized or enterprise environment.
• 3+ years of management experience, principles, and best practices.
• Experience supporting a Microsoft Windows & Office PC environment.
• Disaster recovery & Business Continuity Processes & Preparedness.
• Above average knowledge of the principals of Cloud Solutions (i.e. Azure), and the workings of Microsoft Windows Server 2016+, Active Directory, DNS, TCP/IP protocol.
• Working Knowledge of cyber security principals and techniques.
• Basic phone administration experience.

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to prioritize workload and follow through on assigned tasks to ensure completion in a timely manner.
• High integrity, ethical standards, ability to understand PHIPA regulations, and on-time attendance.
• Dependable, able to work under pressure; receptive to change, willing to learn and listen to agency employees to effectively understand their problem which may be different from how the issue is described.
• Ability to establish and maintain effective working relationships with staff, clients, and outside contacts from a wide variety of ethnic, socioeconomic, and cultural backgrounds; good diplomatic skills; including strong conflict-resolution skills.
• Flexible team player, cooperative and uses excellent judgment.
• Excellent attention to detail, planning, and analytical skills.
• English communication skills including writing, with the ability to proof own work, with good grammar and spelling.

ADDITIONAL REQUIREMENTS: 

• Possession of a valid Ontario Driver’s License and reliable transportation is required.
• Travel between various agency sites in different geographical locations is required.
• Must be able to pass a criminal background check.

TO APPLY: Interested applicants are invited to submit their cover letter and resume and fill out the application form on or before June 1, 2024.

We ask applicants to make any accommodation requests for the interview or selection process known in advance by contacting the Human Resources Department. Human Resources will work together with the hiring committee to arrange reasonable and appropriate accommodation for the selection process which will enable you to be assessed in a fair and equitable manner.

Lumenus believes that immunization against COVID-19 is an individual and societal responsibility and that we must do everything possible to protect our clients, families, employees, students, volunteers and contractors against the spread of COVID-19. As a condition of employment, proof of full vaccination or exemption under the Ontario Human Rights Code must be submitted to Human Resources seven (7) calendar days prior to start date.