IT Manager - Infrastructure & Operations - Full-Time 1st Shift

Role Purpose:

The Manager, IT Infrastructure and Operations is responsible for the day-to-day leadership, coordination, and execution of IT operations across North Shore Health. The role oversees IT service delivery and support, infrastructure operations, technical escalations, operational projects, process improvement, and coordination of vendors and service providers. This position ensures priorities are effectively executed while providing leadership, accountability, and direction to IT staff. The role functions as both a people leader and senior technical resource, with direct hands-on involvement in operational and technology issues when needed.

The successful candidate must be comfortable operating in a highly dynamic and evolving environment where priorities, technologies, processes, and organizational needs continue to mature over time. North Shore Health operates a multi-site healthcare environment consisting of more than 60 locations and approximately 1,800 managed endpoints supporting clinical, operational, and corporate business functions. The organization operates primarily in a cloud-based environment with limited on-premises infrastructure beyond facility networks, connectivity, endpoints, and related support systems. 

Accountabilities:

• IT Operations & Service Delivery Leadership Provide leadership and accountability for daily IT operations, end-user support, incident response, and service delivery across the organization.
• Team Leadership & Workforce Development Lead, coach, develop, and coordinate IT personnel while fostering accountability, collaboration, professional growth, and operational excellence.
• Infrastructure & Technology Operations Ensure the stable, secure, and efficient operation of cloud services, Microsoft 365, identity, endpoint management, telecommunications, networking, connectivity, and business technology systems.
• IT Project Execution Coordinate departmental technology projects and initiatives through effective prioritization, resource management, communication, risk management, and operational readiness.
• Operational Process Improvement Improve operational processes, documentation, reporting, workflows, and performance metrics to support efficient, scalable, and reliable technology services.