Infrastructure and Support Supervisor

Job Description

nnovative manufacturer of zero-emission vehicles
Leader in transportation electrification in North America
It’s us!
Every day, in our own way, we help improve our environment and our society.

Come build the future with us!

Why you should join our team

• You’ll work in an exciting and constantly evolving work environment (you won’t get bored with us)!
• We totally understand. Your family and your health come first!
• Your hours are flexible, and we trust you!
• We are really opened to having employees working remotely – we know it works!
• We offer (rock-solid) insurance coverage, and a great employee assistance program!
• At Lion, your career potential is limitless!

Reporting to the Director of Infrastructure and Operations, the Infrastructure and Support Supervisor is responsible for managing and overseeing the smooth functioning of the systems and infrastructures, as well as the services that their team provides.

You'll manage the ecosystem including the network infrastructure, security, and the physical and software components that help the company's computer systems function properly. You'll actively help your team provide quality user support.

You'll work with your immediate supervisor to ensure that procedures and objectives are well aligned with business priorities and service delivery.

As part of your daily work, you would have to:

• Lead a team of 3-5 internal resources and third-party vendors, ensuring that the skilled resources are in place to achieve quality service levels.
• Prioritize tasks to optimize the infrastructure team's time and material resources.
• Manage and support the day-to-day administration of the IT systems and services, including: internal network, servers, VPN, switches and firewalls, cloud services, system backups, etc.
• Responsible for managing, deploying and supporting office equipment, including laptops, printers and productivity tools.
• Oversee infrastructure mapping and updates.
• Monitor critical processes and systems, supervise overall IT service availability and implement a robust infrastructure to reduce outages.
• Issue reports with the key indicators to monitor system capacity and performance, as well the user support team.
• Ensure that systems, processes and methodologies are maintained and respected for effective monitoring, control and support of service delivery.
• Help establish infrastructure management standards, best practices and implement policies/standards to improve IT service quality and efficiency based on the ITIL methodology.
• Plan and deploy upgrades to maintain service levels.
• Help application and project teams execute their projects.
• Update the IT backup and recovery plan, as well as information security for sound risk management.
• Identify opportunities to streamline IT Service Desk through continuous improvement initiatives.
• Perform all other related duties.

What you need to succeed in this position:

• Excellent leadership, team and management skills
• Can influence and motivate
• Solid communicator, written and oral
• Prioritization and resource allocation
• Adapts quickly to changing work environment
• Good judgment, analytical
• Can set and monitor KPIs
• Strong problem solving skills in a technological context
• Excellent knowledge of IT security concepts
• Experience working with third-party service providers
• Knows the latest IT trends and best practices, including Agile, cloud and DevOps
• Experience in a cloud environment, particularly in migrating certain services from on-prem to cloud, an asset
• Experience or knowledge of leading technologies: Windows, Microsoft, VMWare, AD, WSUS, Miraki, SQL server, IP telephony, switching and routing, Fortinet, VLAN, VPN + RSA, VEEAM
• Degree in computer science or related discipline 
• University degree in information technology or engineering an asset
• Minimum 6 to 10 years' relevant experience in IT infrastructure support and service delivery
• Minimum 5 years' experience managing a team (4 to 6 people) in a management or leadership role
• Great interpersonal skills and ability to navigate in a changing work environment
• Knowledge of the ticket management system
• ITIL certification/knowledge an asset

Work Environment:

• Full time 40 hrs, flexible during the week according to the company's needs
• May need to be available evenings and weekends, depending on projects or incidents

#LCELJ