Senior Technical Operations Advisor (Contract 6-mo)

At Nelson weve been shaping the future of education for children and youth across Canada for over 110 the countrys 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 support 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 were 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. Lets Create Possible one learner at a time.

About the Role

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 organizations 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.

Key Accountabilities

• 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 deviceslaptops desktops and mobilethrough 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 problem-solving troubleshooting and communication abilities.
• A customer-centric approach with significant experience in delivering front-line support to employees at all levels and collaborating across departments.
• Willingness to work in a hybrid setup (minimum of 3 days per week in the office) is required.
• Project Management certification is a plus.

What We Offer

At Nelson we believe in taking care of our people.

Your well-being growth and work-life balance matter to us which is why we offer a comprehensive benefits package designed to support you - professionally and personally.

The below benefits apply to this temporary contract position:

• This role is a hybrid position (M-F standard business hours 3-days per week in-office)
• Commuter friendly location (Sheppard & Don Mills)
• Free convenient shuttle bus service from Don Mills Subway Station to and from the office
• Access to on-site fitness center and fitness classes
• Access to Linkedin Learning for continuous skill growth
• Mentorship and professional development opportunities
• A comprehensive Employee Assistance Program (EAP) providing confidential support spanning from mental health services to financial counselling and many things in-between.

This is a 6-month contract position with the opportunity for extension at that time based on the needs of the business and performance.

Dont have 100% of the above qualifications Do you still think Nelson is a great fit for you We encourage you to apply anyway!

Our EDI Statement

Nelson teaches the world by learning from everyone in it.

We are committed to fostering an equitable diverse and inclusive workplace environment. This is an integral part of our companys culture and mission that aligns with our four key pillars of Employee Diversity Developing Authentic and Accurate Content Amplifying External Voices and Supporting the Local Community and Beyond.

We believe in the power of education and our ability to impact social change. Truth honesty integrity and respect guide our decisions and actions in the development of learning solutions that empower success for all educators and learners.

We value a respectful inclusive and safe workplace that nurtures belonging and represents many different cultures backgrounds perspectives and opinions. Everyone is free to be who they are.

We foster and continue to build relationships that are equitable diverse and inclusive with existing and future partners in education.

We commit to holding ourselves accountable by creating measurable short and long-term goals that place equity diversity and inclusion at the core of what we do in our resources the workplace the educational community and in the larger society.

We strive to build an inclusive world for everyone. We are stronger together.

Our Commitment

Nelson is an equal opportunity employer and is committed to Inclusion Equity and Diversity. As part of this commitment we do not discriminate on the basis of age race sex gender gender identity colour religion national origin sexual orientation marital status citizenship veteran status or disability status.

Should you require any accommodation during our recruitment and selection process please reach out to .

Required Experience:

Senior IC