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Manager, Infrastructure and Helpdesk

Application Deadline:

March 17, 2017


Activa Management Corporation

Job Title:

Manager, Infrastructure and Helpdesk

Reports To:

VP, Information Systems and Technology

Job Type:

Full-Time, Permanent


Waterloo, ON

Role Summary:

The Manager, Infrastructure & Helpdesk is responsible for overseeing the IT support delivery, the Infrastructure technology and ensuring IT service delivery to the organization. The role will guide the infrastructure team to plan, direct and coordinate the design, installation and connectivity of computer systems and network infrastructure to ensure the stable operation of the organization’s IT assets. This includes developing, configuring, maintaining and supporting new and existing network hardware, software and communications. Using a combination of onsite and cloud based services, the person will ensure Activa’s infrastructure needs are kept current and sustainable. The role also has overall responsibility for data centers, IT security systems and Telephony.

Key Responsibilities:

  • Leads infrastructure and Helpdesk team to deliver effective and appropriate IT technical and frontline support to the business
  • Oversees the IT Helpdesk and support delivery, establishes and maintains service level agreements and commitments
  • Design and implement short and long-term strategic plans to make certain infrastructure capacity meets existing and future requirements
  • Participate in the development, implementation, and maintain policies, procedures for network resource administration and appropriate use
  • Manage and ensure effectiveness of servers, including e-mail, print, and backup servers, and their associated operating systems and software.
  • Manage and ensure effectiveness of security solutions, including firewalls, anti-virus solutions, and intrusion detection systems
  • Monitor, report and test network and server performance and provide statistics; develop strategies for maintaining network infrastructure.
  • Infrastructure asset management, including maintenance of network component inventory, life cycle management and related documentation
  • Conduct research and make recommendations on network products, services, protocols, and standards in support of network procurement and development efforts
  • Manages staff performance, career development and recruitment activities, conducting performance reviews, ensuring skill development, growth and training opportunities are managed, identifying staff performance issues/areas of concern and developing and recommending improvement plans and/or corrective courses of action.
  • Vendor and Business partner relationship management, purchasing administration and negotiation and recommendation of vendor contracts


  • Degree / Diploma in related computing program
  • 3-7 years in an IT Infrastructure support role(s)
  • 3 years in an IT leadership role
  • Extensive IT knowledge in the areas of end-user hardware, peripherals, and operating systems
  • Extensive knowledge of Servers, Windows based Operating systems, security structures
  • Demonstrated hands-on knowledge of IT security systems, appliances and policy management
  • Hands-on experience with IT technical support and helpdesk procedures using ITIL principals and techniques
  • Extensive knowledge regarding best practices of IT processes

Personal Attributes:

  • High degree of problem solving
  • Demonstrates high standards, integrity and ethics for confidential information
  • Ability to manage moderately complex problems and determine approach
  • Strong interpersonal skills
  • Strong verbal and written communication abilities with all levels of management, employees, and internal clients