Manager, Technology Operations and Support

The Manager, Technology Operations and Support at SMART Technologies plays a key leadership role in shaping and advancing the company’s end user technology environment. This role is primarily focused on ensuring employees have secure, reliable, and scalable business technology experiences across workplace platforms and support services, including the Microsoft 365 end user ecosystem, user support, endpoint technologies, and collaboration tools. The role also provides leadership across broader technology operations, including infrastructure, networking, Azure cloud services, and cybersecurity. The ideal candidate will drive service excellence, lead strategic initiatives, and lead a high-performing team of IT professionals to support SMART’s evolving business and technology needs.

Key Responsibilities:

Lead SMART’s end user technology services, with accountability for employee productivity, service quality, and user experience.
Oversee workplace and end user platforms, including Microsoft 365, endpoint technologies, collaboration tools, enterprise telecom and voice services, and IT support operations.
Lead the evaluation, adoption, and enablement of emerging end user technologies within the Microsoft 365 ecosystem, including Microsoft Copilot and other AI-powered workplace tools.
Ensure end users receive secure, reliable, and responsive technology services through effective service management, support practices, and operational execution.
Manage daily end user technology operations, including device lifecycle management, software deployment, identity and access enablement, collaboration platforms, and telecom support.
Define and track service levels, operational metrics, and performance indicators to measure service performance and drive accountability.
Lead, coach, and develop a high-performing team responsible for user support, workplace technologies, and service delivery.
Partner with business leaders and internal stakeholders to align end user technology services with business needs and priorities.
Lead projects and initiatives that improve end user experience, modernize workplace technology, and strengthen service delivery.
Provide operational leadership across the technologies that support the end user environment, including Microsoft Azure, network infrastructure, Meraki, Zscaler, enterprise telecom and voice services, and cybersecurity.
Ensure workplace technologies and support operations meet security, compliance, and governance requirements.
Act as the senior escalation point for major service issues and coordinate cross-functional response and resolution.
Manage vendors and external partners that support end user and operational technologies, ensuring strong performance and accountability.
Support budget planning, resource allocation, and technology investment decisions for end user and workplace technology services.

Qualifications:

Bachelor’s degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience.
7+ years of experience in IT operations, end user technology, workplace technology, and infrastructure services, including 3+ years in a leadership role.
Strong leadership skills, with a track record of building, developing, and leading high-performing teams.
Experience supporting Microsoft 365, Microsoft Azure, endpoint technologies, collaboration tools, enterprise telecom or voice services, and end user productivity platforms.
Familiarity with Microsoft Copilot and other AI-powered workplace tools, including evaluating, enabling, and supporting adoption in a business environment.
Strong understanding of IT service management, service delivery, operational metrics, and end user support practices.
Solid understanding of infrastructure, networking, cybersecurity, and access management principles.
Experience leading technology initiatives and managing vendors, budgets, and operational priorities.
Strong communication skills, with the ability to translate technical concepts into clear business language.