Senior IT Systems and Support Lead

ABOUT THE ALLIANCE

The Digital Research Alliance of Canada (the Alliance) serves Canadian researchers, with the objective of advancing Canada’s position as a leader in the knowledge economy on the international stage. By integrating, championing and funding the infrastructure and activities required for advanced research computing (ARC), research data management (RDM) and research software (RS), we provide the platform for the research community to access tools and services faster than ever before. We have an ambitious mandate – to transform how research across all academic disciplines is organized, managed, stored and used. We work with other ecosystem partners and stakeholders across the country to help provide Canadian researchers with the support they need for leading-edge research excellence, research, innovation and advancement across all disciplines.

POSITION SUMMARY

The Senior IT Systems and Support Lead, part of the Corporate Services team, is responsible for managing the internal IT systems and services at the Alliance, with a primary focus on the Office 365 environment and various SaaS applications. This role serves as the key service delivery lead for internal technology users ensuring availability of internal IT services and effective use and support of current applications and managing third party service providers. Working closely with the information security group, it is also responsible to implement recommendations from the IT Services and Security Roadmap. This position requires a strong focus on user support, proactive communication, and continuous improvement in the internal user experience. The Lead will report to the Chief Financial Officer.

RESPONSIBILTIES

Manage and Maintain Office 365 Environment

• Oversee the administration and support of Office 365 applications, including Teams, Office, Outlook, PowerApps, OneDrive, Power BI, and SharePoint.
• Serve as the primary point of contact for all Office 365-related issues and requests.
• Maintain and oversee the Microsoft Entra ID environment.
• Oversee, and administer the Virtual PC environment in collaboration with and through the management of a Managed Service Provider.
• Ensure timely resolution of user issues related to Microsoft 365 applications, escalating as needed to vendors or internal teams.

Implement IT Services and Security Roadmap Initiatives

• Execute and manage projects and initiatives outlined in the Alliance's IT Services and Security Roadmap.
• Ensure compliance with established IT and security policies and procedures.
• Lead the coordination and integration of third-party provider efforts to deliver on IT Services and security roadmap objectives.
• Communicate changes and implementations to staff in clear, accessible ways and support smooth adoption of new tools and practices.

SaaS Application Management

• Identify, research, recommend, and implement solutions for various SaaS applications.
• Maintain and update governance documentation for SaaS applications.
• Develop and enforce best practices for SaaS adoption, including user training, security awareness, and lifecycle.
• Act as a liaison between internal users and service providers to ensure application usability, performance, and service consistency.

Security and Compliance

• Manage Microsoft 365 security administration in collaboration with the information security group.
• Implement compliance measures and enforce ownership of applications and site content with users.
• Monitor and ensure third-party compliance with internal policies, standards, and security protocols.
• In conjunction with our Security team, promote internal awareness of data security best practices through user engagement and training.

Technical Support and Collaboration

• Provide and coordinate technical support and resolve configuration issues related to Microsoft 365 and other SaaS applications.
• Collaborate with other workgroups for the integration and testing of applications that support or integrate with Microsoft 365.
• Serve as the Alliance's primary contact for managing and evaluating performance of third-party IT support providers.
• Oversee escalation management and service-level agreement (SLA) adherence.

Continuous Improvement and Updates

• Stay current on Microsoft 365 changes, updates, and new releases, and inform the Alliance about forthcoming changes.
• Ensure the effective use of existing applications and deliver new solutions in a timely manner.
• Act as lead for the enterprise IT steering committee ensuring scheduling and tracking of decisions, awareness and cross-communication with other related teams
• Identify opportunities to optimize IT service performance and cost-effectiveness through vendor service evaluations.
• Gather and assess feedback from internal users to continuously improve IT services and support.

QUALIFICATIONS

• Diploma or degree in an IT-related field (i.e. Computer Science, Information Services) is preferred
• A minimum of seven years of progressive experience in IT service delivery, including administration of Microsoft 365 and oversight of IT infrastructure.
• Proven track record in delivering IT services to internal teams with a focus on customer satisfaction and service excellence.
• Demonstrated experience managing third-party IT service providers, including vendor coordination, SLA enforcement, and performance evaluation.
• Strong technical expertise with Microsoft 365 applications (Teams, Outlook, PowerApps, OneDrive, Power BI, SharePoint).
• Certifications in Microsoft 365, such as Modern Desktop Administrator Associate, Teamwork Administrator Associate, Microsoft 365 Fundamentals, Azure Virtual Desktop Specialty or Enterprise Administrator.
• Highly desired but not mandatory: Microsoft 365 Certified: Administrator Expert, Azure Fundamentals
• In-depth knowledge of Microsoft Entra ID, Microsoft Defender for Cloud, Azure administration, and Azure Virtual Desktop.
• Proficiency with PowerShell scripting for automation and administration tasks.
• Experience in SaaS application governance, integration, and lifecycle management.
• Solid understanding of IT security, compliance practices, and identity management.
• Familiarity with IT service management (ITSM) frameworks and tools (e.g., ITIL).
• Proven ability to lead and implement IT projects, particularly involving Microsoft 365 and cloud-based SaaS platforms.
• Experience developing and maintaining technical documentation and governance frameworks.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Strong interpersonal skills with a demonstrated ability to support, train, and guide internal users in a timely and respectful manner.
• Ability to present to diverse audiences, including senior leadership.
• Customer service–oriented mindset, with strong organizational and problem-solving skills, commitment to responsive service delivery and continuous improvement based on internal user feedback
• Capable of managing multiple tasks and priorities in a hybrid or remote work environment.
• Proactive and solutions-focused, with sound judgment and high integrity.
• Experience with vendor selection, RFPs, and ongoing governance of outsourced IT services.

BENEFITS / WORK PERKS

In addition to a competitive salary and a rewarding career where you can truly make a difference in the Canadian research community, we offer a comprehensive benefits package that meets the various needs of our diverse team and that spans across Canada, including:

• Comprehensive Benefits Plan, including:
  • Health
  • Dental
  • Long-Term Disability
  • Life Insurance
  • Flexible Spending Account
  • Wellness Spending Account
  • Mental Health Supports
• Defined Benefit Pension Plan
• Paid Vacation
• Remote Work

The Alliance is strongly committed to equity and inclusion within the community and encourages applications from all qualified candidates, including women, members of racialized groups, people of colour, persons with disabilities, and Indigenous- and 2SLGBTQIA+ identified people. The expected salary range for this position for candidates residing in Canada is between $78,660 CAD - $117,990 CAD. Placement within this range will be determined based on several factors, including a candidate’s qualifications, skills, experience, demonstrated performance, and overall alignment with the requirements of the role. The range reflects the Alliance’s commitment to equitable pay practices and to ensuring fair compensation for all employees.

Please apply here.