Senior IT Coordinator

In this role, you will play a crucial part in ensuring the functionality and efficiency of our hardware and software systems, contributing to the seamless operation of our IT infrastructure to support the organization’s goals. As the Sr. IT Coordinator, you will oversee relationships with our Managed Service Provider (MSP) and other key vendors, ensuring they meet service level agreements and deliver top-notch support. You will be responsible for both technical and administrative tasks, requiring strong critical thinking, problem-solving abilities, and great attention to detail. Your role will also involve managing day-to-day IT operations, hardware and software assets, IT security, and compliance.

• Oversee the relationship with the Managed Service Provider (MSP), ensuring they meet service level agreements, and ensuring helpdesk tickets and patching activities are being handled per defined timelines.
• Regularly review vendor performance and address any issues or discrepancies and work on optimizing process.
• Coordinate with vendors for operational activities including escalations and issue resolution.
• Monitor and ensure smooth operation of all existing IT systems and infrastructure that is in operations.
• Maintain system uptime and performance, working with IT Manager to suggest improvements as needed.
• Oversee network and server administration tasks handled by the MSP.
• Develop and manage processes for onboarding new employees, ensuring they have the necessary hardware, software, and security profile.
• Coordinate with HR and other departments to streamline onboarding and offboarding processes.
• Ensure proper deactivation of accounts and retrieval of assets for offboarded employees.
• Maintain an inventory of all IT hardware assets, ensuring accurate tracking and documentation.
• Oversee the procurement, deployment, and retirement of hardware assets.
• Ensure all hardware is maintained, updated, and functioning properly.
• Track and manage all software licenses, ensuring compliance with licensing agreements.
• Coordinate with the MSP and vendors to renew licenses and update software as needed.
• Ensure proper documentation and storage of all software license agreements.
• Enforce IT security policies and procedures in coordination with the MSP.
• Monitor for security incidents and ensure timely resolution and reporting.
• Ensure IT operations comply with relevant regulations and standards.
• Manage the IT operations budget, tracking expenses and identifying cost-saving opportunities.
• Ensure vendor invoices are accurate and processed in a timely manner.
• Participate in strategic planning for IT operations and infrastructure.
• Identify opportunities for improvement and innovation in IT processes and systems.

• A relevant degree, diploma or certificate in computer science or related discipline. A combination of education and experience will be considered.
• 3-5 years of related/transferable IT experience supporting a medium or large size organization.
• Technology-related certifications are considered an asset.
• Ability to troubleshoot and repair issues.
• Knowledge of computer systems, networks software and hardware.
• Knowledge of how to repair and/or replace equipment when needed.
• Ability to work as part of a team and collaborate on solutions.
• Proficiency in using Office 365 suite.
• Strong communication, analytical, and problem-solving skills.
• Ability to multitask, prioritize, and plan to meet tight deadlines.
• Ability to develop and manage effective processes and documentation.
• Ability to work effectively as a team member or independently.
• Solid knowledge of IT systems and applications.
• Experience in network management and help desk support is considered an asset.

Communication

• Communicates in an open candid and consistent manner with impact to inform, enroll, coach, and inspire.
• Effectively builds rapport and appropriately delivers information (oral and written) in a timely, well-organized, thoughtful and engaging manner.

Team Effectiveness

• Works collaboratively across functional teams, embracing unique talents and diverse perspectives, to achieve common goals.
• Takes a proactive approach to building relationships by actively participating as a prepared team member, demonstrating flexibility and respect for different work styles.

Work Management

• Plans, manages, and follows through to ensure the flow and timely completion of activities to deliver successful work results.
• Maintains quality and safety standards to ensure NexGen's Elite Standards are met across all work streams.
• Demonstrates flexibility and adaptability.

Personal Accountability

• Takes responsibility for own actions and outcomes.
• Maintains effective and professional approach, demonstrating resilience and accountability in a fluid fast paced work environment.

Analytical/Critical Thinking

• Able to identify, articulate and problem solve for complex situations with consideration for outcomes.
• Provides clear and informative explanations to support effective decisions in line with company objectives.
• Uses creative, conceptual, and/or inductive reasoning.

Functional & Technical Skills

• Applies specialized knowledge in own area of expertise and openly shares information and knowledge with others.