It Manager

Languages Required:
English and French (working proficiency)
About the rolei24 Call Management Solutions is seeking an experienced IT Manager to take operational ownership of its technology in a 24/7 operation. The successful candidate will be responsible for a hybrid on-premises and cloud environment, the data and automation layer supporting our CRM and partner integrations, and the security and endpoint practices that protect them. The IT Manager will work closely with our CTO, translating technical direction into reliable day-to-day operations.
The role begins with day-to-day operational responsibility. As capability is demonstrated, its scope is expected to expand to areas such as budget input, vendor selection, security and governance policy, architecture, and staff mentoring.
Key responsibilities
Infrastructure:
Administer servers, networks, and hybrid infrastructure. Manage patching, monitoring, backups (including restoration testing), capacity planning, and the inventory of assets, licences, and dependencies.
Identity and endpoints:
Administer identity, access, and endpoint compliance through Intune and Entra ID, including conditional access.
Data and automation:
Write and optimize SQL against production databases. Develop Python automation and API integrations with CRM, partner, and third-party systems.
Security:
Enforce security policy, participate in incident response, and lead post-incident reviews. Maintain and test disaster recovery and business continuity plans, and support audit, compliance, and privacy requirements.
User support:
Serve as the senior escalation point for technical support in English and French. Manage onboarding and offboarding, and maintain documentation that reduces recurring support demand.
Projects and vendors:
Deliver IT projects end to end, with status reporting to senior leadership. Manage vendors and service providers, including SLAs, escalations, and renewals.
On-call:
Participate in a one-month-on, one-month-off rotation. The rotation covers critical infrastructure and service outages only, not individual user issues.
Required qualifications
Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related field
Three to five years of IT experience beyond entry-level support
Working proficiency in written and spoken English and French
Strong SQL skills, including writing complex queries, reading execution plans, and diagnosing performance issues
Scripting and automation experience, preferably in Python
Experience administering Windows endpoints and identity services at scale (Intune, Entra ID, or Active Directory)
Experience with REST API integrations, including authentication, error handling, and data transformation
Proven experience managing projects from definition to delivery, including coordinating people outside direct reporting lines
Availability for the on-call rotation described above
Preferred qualifications
Cloud infrastructure experience (Azure, AWS, or Google Cloud) and core networking knowledge (routing, firewalls, VPN, DNS)
Experience with CRM or ERP platforms and their integrations
Practical security experience, such as MFA deployment, endpoint hardening, or vulnerability management
Vendor management, procurement, or budget planning experience
Experience mentoring junior technical staff
Experience in a regulated or externally audited environment
Relevant certifications (e.G., Azure Administrator, Microsoft 365 Administrator, Security+, CCNA, ITIL, PMP)
Core competencies
Technical breadth:
A demonstrated ability to become proficient in unfamiliar systems independently.
Business judgment:
Establishing the underlying requirement before selecting a solution, including recommending simpler or less costly alternatives where appropriate.
Ownership:
Reliable follow-through on commitments.
Communication:
The ability to explain technical trade-offs clearly to non-technical stakeholders, including senior leadership.
Documentation discipline:
Recording systems, decisions, and procedures so that others can operate and maintain them.
Composure:
Methodical performance during outages and time-sensitive incidents.
Language requirementsThis position requires a good working knowledge of English, written and spoken, because our primary software vendors and their support teams operate in English-speaking markets. Internal tools, documentation, and communications are available in French. The incumbent will regularly:
read and apply technical documentation, vendor knowledge bases, and API specifications that are available only in English;
communicate with vendors, service providers, and integration partners located outside Québec, including during escalations and outages;
provide technical support to employees whose work is carried out with English-speaking clients and partners.
What Success Looks Like in Your First 90 DaysFirst 30 Days
Develop an understanding of i24's business operations, technology environment, and service delivery model.
Build relationships with key stakeholders across departments and become familiar with our 24/7 operational requirements.
Review existing infrastructure, security practices, documentation, vendor relationships, and current projects.
Become familiar with the on-call rotation duties and incident management procedures.
Identify immediate risks and opportunities for improvement.
Within 60 Days
Assume ownership of core IT systems, infrastructure, and operational processes.
Recommend and begin implementing improvements related to security, automation, system reliability, or operational efficiency.
Establish a prioritized roadmap for infrastructure and technology enhancements.
Gain a thorough understanding of existing integrations, databases, and critical business applications.
Strengthen documentation and standardize key operational procedures where needed.
Within 90 Days
Be recognized as a trusted technical leader and primary point of escalation for critical IT matters. Become part of the on call rotation.
Successfully deliver meaningful improvements to infrastructure stability, security posture, automation, or service delivery.
Demonstrate effective management of vendor relationships and ongoing technology initiatives.
Present recommendations for future technology investments and strategic improvements.
Contribute to a culture of continuous improvement while supporting the reliability and availability of systems in a 24/7 environment.
ApplicationOnly candidates selected for an interview will be contacted.
i24 Call Management Solutions is an equal opportunity employer and welcomes applications from all qualified candidates.
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