Technology and AI Manager

Manager Technology and AI DependableIT Group Inc. | Job Description Position Summary

DependableIT is seeking a hands-on Manager, Technology & AI to lead our internal IT function and support the continued growth of our technical services capabilities.

This individual will be accountable for the reliability, security, and continuous improvement of DIT's technology environment. The role will lead the IT team, oversee day-to-day technology operations, deliver infrastructure and development projects, and act as the senior technical escalation point for complex issues.

The successful candidate must be an advanced and practical user of artificial intelligence. They will be expected to use AI throughout their own work and identify opportunities to responsibly apply AI and automation across DIT's technology operations, internal processes, and client solutions.

This is a working manager position. The successful candidate must be comfortable setting direction, managing people and projects, communicating with leadership and clients, and contributing directly to technical work when required.

• Lead, support and develop DIT's IT team, establishing clear priorities, responsibilities and performance expectations.
• Manage the allocation of work across operational support, infrastructure, security, development and project requirements.
• Establish effective escalation processes and serve as the senior technical escalation point.
• Develop the team's capabilities through coaching, cross-training, documentation and relevant technical certifications.
• Maintain appropriate coverage and succession plans for critical systems and responsibilities.
• Provide leadership with concise updates regarding performance, projects, risks, costs and required decisions.
• Take ownership of assigned initiatives and ensure work progresses between leadership meetings.
• Translate business requirements into practical technical plans, deliverables and recommendations.

• Oversee the day-to-day operation of DIT's technology environment and internal IT support function.
• Establish and maintain service levels, ticket priorities, response expectations and escalation procedures.
• Monitor ticket volume, backlog, response time, resolution time, recurring issues and user experience.
• Manage Microsoft 365, identity and access, endpoints, hardware, software, connectivity and core business applications.
• Oversee employee technology onboarding, offboarding, equipment deployment and access changes.
• Maintain accurate inventories of hardware, software, licences, accounts, domains, certificates, warranties and technical ownership.
• Ensure technical processes, system configurations, procedures and recovery instructions are properly documented.
• Identify recurring issues and implement permanent solutions rather than relying on repeated manual intervention.

• Design, operate, secure and improve network, server, cloud and hybrid infrastructure across AWS, Azure and on-premises environments.
• Configure, maintain and troubleshoot firewalls, network connectivity, VPNs, segmentation and remote-access solutions.
• Lead the migration of appropriate remaining services from on-premises infrastructure to secure and cost-effective cloud environments.
• Monitor infrastructure capacity, availability, performance, reliability and cost.
• Identify opportunities to simplify the environment, reduce technical debt and eliminate unnecessary infrastructure or expenses.
• Use infrastructure-as-code, scripting and automation to improve consistency, efficiency and recoverability.
• Support environments that may require business-hours or 24/7 monitoring, alerting and escalation.