Daniels Global Careers

  • IT Solutions Lead

    Req No.
    Information Technology
    Permanent Full-Time
  • Overview

    The role is responsible for a well maintained and secure enterprise computing environments, is a hands-on in support of these IT solutions and services. You will work collaboratively across the Global IT Team, for cohesive service delivery and will also build and maintain productive relationships with key business stakeholders throughout the Daniels Group.


    Strategy & Planning

    • Provide input and leadership to the Canadian Management and Global IT Team(s) for updates and ideas regarding technical strategy
    • Establish and enforce incident resolution expectations and timeframes.
    • Analyze performance of staff activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

    Acquisition & Deployment

    • Collaborate with other departments to identify and/or procure support software and hardware.
    • Conduct research on emerging products, services, protocols, and standards in support of technology procurement and strategic goals.
    • Work with the Global IT Team to develop and implement suitable, scaleable and customer centric business (including the ERP and ancilliary) solutions.

    Operational Management

    • Provide leadership, direction and technical guidance to other Canadian team members and outside resources for the support of end-users in multiple locations.
    • Ensure that day-to-day operations are well organized and efficient. Plan for sufficient coverage at all times to meet end-user support responsibilities. Maintains service portfolio and catalogue, corresponding support and maintenance procedures.
    • Coordinate and/or perform remote fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
    • Track and analyze trends in requests and assess need for any system or process changes based on trends and make recommendations.
    • Management/interaction of management service providers
    • Train, coach, and mentor Canadian staff.


    • Exceptional knowledge of server and networking hardware.
    • Deep-seated experience with desktop and server operating systems, including Windows 7 -10 Apple OSX and Windows Server 2008 -2016.
    • Extensive application support experience.
    • Working knowledge of a range of diagnostic utilities and various network & system performance tools.
    • Desire to grow and develop as a leader of a technical support team.
    • Ability to motivate and direct staff members and subordinates.
    • Ability to effectively prioritize and execute tasks in a high-pressure environment.
    • Experience working in a team-oriented, collaborative environment.
    • Experience working in a team-oriented, collaborative environment.
    • Willingness to conduct research into a wide range of computing issues.
    • Exceptional customer service orientation.
    • Exceptional written and oral communication skills.


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