Manager of IT Infrastructure

Overview:

The Manager of Infrastructure and Support leads the team responsible for the reliable, secure, and efficient operation of IT infrastructure across a British Columbia business unit, including an operating mine site and an administration office. The role manages the IT Help Desk team, sets infrastructure strategy, keeps cybersecurity measures in place, and aligns infrastructure services with the business unit's strategic objectives. Enterprise applications such as ERP, HRIS, BI reporting, and the service desk platform are supported by other teams.

What you will be doing:

• Technology SupportDirects and supervises IT Help Desk staff and operations to deliver high-quality support across all infrastructure services, including prompt troubleshooting, clear and timely communication with end users, and appropriate escalation and resolution of issues.
• Coaches and mentors support staff, walking business users and peers through problem-solving processes.
• Follows up with customers, provides feedback, and sees problems through to resolution.
• Delivers customer service that exceeds expectations, measured through an annual user satisfaction survey.
• Ensures incidents are properly recorded, documented, and closed.
• Approves procedure modifications and improvements.

• Operational LeadershipManages short- and long-term infrastructure operating and capacity plans for the business unit, covering computing, communications, operations, and storage environments.
• Adapts guidelines, standards, and practices to the needs of the business unit while maintaining operational efficiency, safety, and customer satisfaction.
• Leads the creation of IT operations guidelines, standards, and practices, and works with stakeholders to keep satisfaction high as new policies are introduced.
• Provides IT infrastructure advice and support to peers and senior staff to move business initiatives forward.
• Balances the reliability, cost-effectiveness, and responsiveness of IT infrastructure to meet business needs.
• Maintains the current high levels of IT user satisfaction and acts on identified areas for improvement.
• Monitors the external environment for new technologies that can benefit the business.
• Supports operational technology (PCS/DCS) network infrastructure, including Windows operating system maintenance, in partnership with OT owners.
• Responds to internal audit requests.

• Infrastructure ScopeOffice IT hardware, infrastructure software, local area networks, and phone systems.
• Email and collaboration applications (Google Workspace), including training and frontline support.
• Access control and digital identity administration (Okta, MFA, Active Directory, Citrix XenApp and NetScaler, Netskope).
• End-user desktop applications such as Microsoft Office and geology applications.
• On-site storage systems and local virtualization software and architecture.
• Radio communications, including leaky feeder and two-way trunking radio systems.
• Pit and operational network support, including endpoint management.

• People LeadershipBuilds and sustains an effective team: holds regular team meetings, sets context for work, plans and assigns work, appraises performance, conducts merit reviews, coaches, and selects and onboards team members.
• Continually improves team processes.

• What you must have:Experience leading an IT Help Desk or infrastructure support team, including coaching, work assignment, and performance reviews.
• Experience building and managing infrastructure operating and capacity plans across computing, network, communications, and storage environments.
• Hands-on experience with identity and access management tools such as Okta, MFA, Active Directory, Citrix XenApp/NetScaler, and Netskope.
• Experience supporting local area networks, phone systems, virtualization platforms, and on-site storage.
• Experience supporting end users on Google Workspace and Microsoft Office.
• Experience supporting radio communications (leaky feeder, two-way trunking) and pit or operational networks in a mining or industrial setting is considered a bonus.
• Experience supporting network infrastructure where IT and operational technology (PCS/DCS) meet is considered a bonus.

• Knowledge and SkillsWorking knowledge of cybersecurity standards and best practices.
• Ability to balance reliability, cost, and responsiveness while keeping operating costs below industry norms.
• Strong communication and stakeholder skills, with the ability to influence customers when introducing new policies and standards.
• A practical, service-first approach: works toward yes, avoids unnecessary bureaucracy, and engages business users on pain points technology can solve.
• Keeps current on emerging technologies and recommends those that add business value.

Tech Stack:

• G-Suite experience is important
• VMware
• Windows Servers
• Network gear is shifting from Fortinet to HP Aruba (approx 60+ switches)
• 30+ starlinks
• Printers
• Plant Operations Network infra.