Position Purpose

This position is responsible for managing and overseeing Information Technology (IT) Infrastructure and Service Desk through the execution of strategic plans to ensure robust, efficient, and secure IT infrastructure with high availability that aligns with organizational goals. This role involves overseeing the design, implementation, and maintenance of core systems such as servers and networks, managing service desk operations to ensure effective IT support, and implementing best practices. The role is responsible for budgeting, resource optimization, and vendor relationships, while ensuring compliance with IT regulations and standards.

Major Duties & Responsibilities

Responsible for infrastructure strategy, initiating and supporting YRP’s goals and aligning it with industry-best practices.

Oversee daily technology operations, including monitoring systems, networks, Cloud infrastructure, and applications.

Support the training and development of staff of Technology Infrastructure, Applications Support, and IT Service Desk.

Responsible for leading a team including hiring and training personnel, delegating tasks, and fostering a culture of continuous learning and improvement.

Establish and maintain relationships with external partners, such as other law enforcement agencies, technology vendors, service providers, and industry associations.

Develop and implement a comprehensive IT infrastructure strategy that includes assessing current infrastructure capabilities, identifying areas for improvement, and planning for future technology needs.

Direct and oversee the development of Disaster Recovery and Business Continuity strategies and efforts into implementing the technical resources for business continuity to minimize the impact of potential disruptions. This involves creating backup and recovery plans, conducting regular testing, and ensuring the availability of critical systems and data in the event of an adverse event.

This position requires a mastery of information technology and knowledge concerning security and classification utilized within Canada ensuring the integrity and availability of systems for Public Safety and 911.

Evaluate and select vendors and service providers for IT infrastructure components and manage vendor relationships. This includes negotiating contracts, monitoring service level agreements (SLAs), and ensuring the delivery of high-quality services.

Budget and resource allocation, both capital and operating budgets in excess of two million dollars, in addition to any critical business case development that aligns with organizational business planning. This includes analyzing costs, identifying cost saving opportunities, and optimizing infrastructure investments to achieve maximum value.

Accountable to any 3rd party MOUs and contracts with other governmental agencies, such as MTO, RCMP, and additional provincial agencies.

Responsible for ensuring that access to external agency networks is properly protected and secured (CPIC, PIP, etc.).

Oversee the Information Technology Service Desk to ensure fulfillment of requests and resolution of incidents.

Foster a culture of continuous improvement within the service desk. Regularly assess service desk performance, identify areas for enhancement to service delivery.

Hardware and Software Lifecycle Management, which includes conducting needs assessments and procure hardware/software, managing project teams that perform installation and deployment of new solutions, implement tools to proactively track hardware performance, develop schedules for hardware upgrades or replacement, decommission and asset disposal ensuring environmentally responsible disposal of outdated or non-functional equipment.

This position description is intended to describe the general level and nature of the position, and is not intended to represent an exhaustive list of all tasks assigned in the performance of this position.

Education, Licensing & Certifications

Experience

Skills

Experience should include data networking, telephony, security systems that provide physical and logical access control using Microsoft Active Directory, EntraID, operating systems, cloud deployment models, and IT technologies.

Proven experience managing and leading staff, teams and projects.

Professional Communication skills both oral and written with the ability to negotiate through persuasive techniques.

Proven vendor management skills.

Lead technology transition and upgrade projects, ensuring minimal disruption to operations.

Develop and implement change management strategies to facilitate smooth integration of new technologies.

Knowledge and understanding of enterprise and mobile computing and networking.

Practical experience of next generation antimalware and EDR solutions.

Strategic planning to meet project requirements, resourcing, budget constraints, and staff development in addressing growing technology trends.

Effective strategies to prioritize requests and organizational project requirements.