Job description – IT Operations Lead
We are a boutique firm where your ideas and contributions matter, and where your ideas will be respected, and your hard work and creativity will be rewarded.
We are seeking an organized and dedicated IT Operations Manager to join our team and will drive the future of Hardlink’s IT services. This position will play a vital role in overseeing service delivery, implementing IT Service Management (ITSM), delivering on IT project rollouts, providing tier 3 and escalated support, vetting and hiring your own helpdesk resources, delivering cybersecurity programs, and managing IT services and infrastructure for our mining and industrial clients. Our clients generate a relatively low volume of IT requests, but require a high level of service quality, allowing for time to properly resolve recurring issues before they become problems.
This is a net new role, and you will have the opportunity to shape its future. We strongly support career growth and hope you’ll help guide us as to how best to grow your career. Tell us what you can do today, and who you want to be tomorrow, and show us how we can support you in getting there.
This role will well-supported by senior and executive IT consultants to help you tackle the bigger projects, and those new to you. We offer an amazing benefits plan, open-ended training budgets, and encourage you to grow your role and skills.
What We Offer
We provide a supportive work environment where our team members enjoy competitive salaries and an excellent benefits package (Dental, LTD, Physio+, Health Spending Account!). We are deeply committed to professional development, offering training programs and growth opportunities that allow our employees to excel in their careers.
If you’re a passionate and driven individual with a keen interest in IT operations and management, we’d love to hear from you.
Key Responsibilities:
- Oversee IT service delivery to ensure top-tier services for our clients.
- Be personable, articulate, and clear in your communication – both written and spoken.
- Deliver Tier 3 and escalated Tier 1 & 2 technical solutions.
- Manage embedded/in-house client IT staff
- Recommend, design, review, and assist with IT project delivery and rollout.
- Select, Implement, and manage ITSM processes to enhance efficiency and service quality.
- Vet, hire, and train helpdesk resources to handle technical issues professionally and efficiently.
- Oversee cybersecurity program delivery, from training to monitoring, ensuring data security for our clients.
- Monitor and manage IT services, ensuring smooth and efficient operations.
- Occasionally travel to client offices and operations to better understand what our clients aim to accomplish, the challenges they face, and recommend a better way to deliver our services.
Qualifications:
- Minimum of 8 years in IT operations, with at least 2 years in a leadership role.
- Proficiency in ITSM tools, helpdesk management, remote access.
- Proficient with at least one of: Microsoft Azure & 365; Fortinet network equipment; Cisco network equipment; Microsoft Business Central; Other ERP platforms.
- Proficiency with document creation, including user documentation, handover documentation, basic presentation decks, basic metric reporting in Excel, PowerPoint, PowerBI, or similar.
- Strong communication skills, with the ability to translate tech jargon into plain English for clients.
- A sense of humor. We’re building a team, in the truest sense.
- Tolerance and encouragement for people being and doing things differently – if you see only one way for the world to be, we’d very much prefer you respectfully decline this role.
Beneficial skills (not required, but might come in handy)
- Certificate, diploma, or degree in a related field
- Project management certification (CAPM or PMP).
- Experience with ERP systems (e.g., Business Central, SAP).
- Advanced Excel skills.
- Experience with PowerBi or Tableau.
- Fluency in Spanish or French.
- Technology certifications (A+, Cisco, Microsoft, Fortinet, etc.)
- Related field experience (mining, industrial, accounting)
If you’d like to apply for this role, please email us at here: