Job Description

Our Client

Our client is a mid-size Canadian organization operating across multiple entities, supporting 250-500 users. At a critical inflection point, the company is modernizing infrastructure, stabilizing IT support, and scaling operations with a hybrid Azure and on-premises environment featuring Oracle-centric ERP systems and Oracle AI initiatives.

About the Role

This position is accountable for daily IT operations, help desk transformation, and coordinating critical infrastructure programs. You will lead a 3 person IT team, orchestrate external consultants and MSP partners, and ensure services meet business needs while maintaining SOX/NIST compliance. Leadership values impact over process theater—the culture rewards those who prioritize ruthlessly, say "no" when necessary, and drive measurable improvement.

Key Responsibilities

• Revitalize help desk operations: establish SLAs/OLAs, drive FRT/MTTR/CSAT improvements, and publish native dashboards
• Lead and develop 3-person IT team through weekly meetings, 1:1s, and structured training programs
• Deliver critical infrastructure projects: firewall replacement, phone/UCaaS migration, Windows 2019→2025 upgrades, Oracle AI enablement
• Manage hybrid Azure cloud and VMware on-premises environment, including Windows Server upgrades
• Maintain security and compliance posture; produce SOX/NIST audit evidence and adopt US Corporate controls
• Coordinate external vendors and MSP partners; implement urgency/impact prioritization framework and CAB governance
• Capture tribal knowledge through documentation, runbooks, and SOPs; track and report weekly KPIs

What You Bring

• 5-10 years IT leadership/management experience; 10-15 years total experience in progressive IT roles managing hybrid operations
• Hands-on technical expertise: Azure, M365/Entra ID/Intune, Windows Server, VMware, light Linux; familiarity with SQL Server and Oracle DB
• Experience with Oracle ERP preferred; exposure to other major ERP platforms welcomed; Oracle AI tools a plus
• ITSM mastery: incident/problem/change management, CAB processes, audit readiness (SOX/NIST frameworks)
• Proven project delivery across multiple concurrent infrastructure projects; cybersecurity knowledge and policy development experience
• Excellent written and verbal English communication; ability to produce executive-ready updates and clear user communications
• Assertive leadership: calm under pressure, confident saying "no", impact-driven prioritization over political optics

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