Senior Technical Operations Advisor

Senior Technical Operations Advisor (Contract - 6‑mo)

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At Nelson, we've been shaping the future of education for children and youth across Canada for over 110 years. As the country's largest K‑12 education content provider, we remain dedicated to our legacy of looking forward, paving the way in creating boundless, accessible, and engaging learning experiences for all.

Our innovative solutions, including Edwin, our digital learning platform, provide curriculum‑aligned content that supports diverse learning styles while fostering critical thinking, creativity, and lifelong learning. We listen intently to the unique needs of educators, students, and administrators everywhere, and continuously evolve what we do and build to improve their lives daily.

When we're searching for individuals to join our team, we look for bold, innovative team players with a passion for education and making a positive difference in our communities. If this sounds like you, we want to hear from you! Apply to join our team today. Let's create possible, one learner at a time.

Reporting to the Vice President of People & Employee Experience, the Senior Technical Operations Advisor serves as a hands‑on technical expert responsible for guiding Service Desk operations and strengthening the organization's IT infrastructure and security posture. As a trusted consultant to the Service Desk team, this role blends daily technical support, infrastructure and network oversight, security best practices, and mentorship. The Advisor ensures IT services are reliable, secure, and efficient across the organization while championing an outstanding technical support experience for all employees.

• Provide technical leadership and mentorship to the Service Desk team by offering expertise, guidance, and escalation support for complex issues while remaining actively hands‑on.
• Oversee and coordinate daily IT support activities, ensuring timely resolution of requests, smooth onboarding/offboarding, and adherence to ITIL‑based best practices.
• Support and maintain core infrastructure systems, including servers, networks, cloud environments (Azure/AWS), and identity platforms (Active Directory, SSO, MFA).
• Enhance the reliability, security, and performance of end‑user devices—laptops, desktops, and mobile—through proactive monitoring, updates, and endpoint management.
• Collaborate with Service Desk and IT teams on initiatives such as upgrades, cloud migrations, and office technology improvements, helping ensure structured change management and minimal disruption.
• Engage with vendors to manage contracts and support the full lifecycle of hardware and software assets.
• Contribute to the development and reinforcement of IT policies related to security, backups, disaster recovery, and compliance.
• Assist in security and continuity efforts by monitoring systems for vulnerabilities, supporting incident response activities, and participating in business continuity planning.
• Analyze service performance metrics, identifying trends and presenting recommendations to drive continuous improvement.
• Partner with the VP of People & Employee Experience to help shape a modern, employee‑centric IT Operations function that emphasizes reliability, security, and service excellence.

• A degree in Information Technology, Computer Science, or a related discipline; or comparable practical experience.
• Over 5 years of advancing experience in IT operations, particularly in networking and infrastructure.
• Demonstrated capability in configuring, managing, and troubleshooting the following:
• Network systems (LAN/WAN, VPN, wireless, firewalls, DNS/DHCP).
• Server systems and virtualization technologies.
• Cloud platforms (such as Azure, AWS, or similar).
• Identity and access management solutions (including Active Directory, SSO/MFA).
• Proven experience in mentoring smaller IT teams.
• Strong understanding of IT Service Management frameworks and practices (ITIL certification is preferred).
• Experience in vendor management and contract negotiations.
• Outstanding…