Manager, End User Services & Operations
Toronto, Canada
3d ago

At Brookfield Properties (Canada) Inc. we are in the business of owning, managing and developing premier office properties globally.

The quality and location of our landmark office properties continue to attract the best and most successful organizations across these regions.

In Canada, we own and manage properties in three major cities - Toronto, Ottawa and Calgary. We are a leader in the commercial real estate market because of our greatest asset, our people.

We look for talented individuals to join our growing organization and share our passion towards service excellence for our tenants and clients.

If you possess outstanding interpersonal skills, are customer driven, and are innovative, then we encourage you to take your career to the next level and apply for this exciting opportunity with us.

This position will be a part the Real Estate Business Technology Group team which manages and operates the real estate business technology, supporting systems and integrations, and provides oversight and relationships into the Operational Technologies teams.

The Manager, End User Services & Operations will manage a team of direct and dotted line deskside support analysts as well as the system administration function to support key aspects at the building sites and infrastructure (servers, databases, connectivity) oversight.

Reporting to the Director, Business Technologies, this is a demanding role requiring attention to detail, excellent organization skills and a self-

motivated, team player. The ability to collaborate and communicate with cross-functional teams will be essential in ensuring positive outcomes.

The Manager will be responsible for an optimal end-user experience and ensure that the environment remains optimal and cost-

effective. Additionally, the manager will provide oversight over systems spanning DEV, DR, and Production environments. The operational nature of this role will require the candidate to be on-

call schedule as shared with other team members and at times provide support during non-standard business hours.


  • Manage the operations of a desktop support team providing Tier 1 and 2 support for hardware, software, networking, storage and security in a complex computing environment.
  • Liaise with the enterprise IT teams such as Identity Management, Security, Networks, and corporate service desk to facilitate a seamless user experience in delivery of related services
  • Responsible for building relationships with both existing and new stakeholders at all levels using strong competencies to build trust, change perceptions, communicate effectively and influence towards desired outcomes
  • Accountable for ensuring that all staff desktop computers, laptops, mobile devices, and all other IT-related equipment in working order and up-
  • to-date. This includes updating software and security programs, trouble-shooting equipment based on feedback from staff and clients

  • Proactive management and tracking of IT assets including software license inventory and tracking of expiration and contract renewals
  • Partner with Property Operations staff to ensure that the property cyber solutions are operating adequately and make recommendations and proposals for enhancements where required
  • Develop a network topology database for the various IT sites to allow for systematic management, upgrades, and oversight of the internetworking devices
  • Streamline processes, communications, and standards in a way that bring agility in service users at the various Brookfield properties
  • Manage the system administration function and build a cadence with the datacenter hosting
  • Manages processes and interactions; prioritizing and triaging work, taking into consideration skills required and estimated time to complete tasks
  • Oversees and coordinates project implementations such as new building acquisitions to ensure readiness of physical networks, computing and printing devices, and VPN / MPLS connectivity


  • 3 - 4 year experience in direct supervision and performance management of technical staff
  • Broad range of expert skills with regard to infrastructure and network management / implementation (Network system configuration and connection building, troubleshooting, server management)
  • Ability to produce and present reports, analysis, and presentations to peers and senior management
  • Willingness to travel several times per year, specifically in the first year to establish relationships and procedural efficiencies
  • Ability to influence other technical disciplines and business unit decision makers
  • Excellent communication skills both written and verbal
  • Strong work-ethic, flexibility, self-driven, team player

  • Required : 5 + years of demonstrable expertise in managing Microsoft SQL Database environments including installation, monitoring, administration, clustering, backups / restore policies, SSRS, querying, and reporting
  • Highly Desired : Previous experience in managing Central Computing Facilities, maintenance of system including HVAC, Fire Detection, UPS, Liquid Detection, and Power Distribution Units
  • 5 + years of hands-on, deep technical understanding of Microsoft Windows infrastructure services including IIS, SharePoint, AD, GPO, CIFS, DFS in an enterprise setting
  • Hands on experience with administering SQL Server 2005 - 2016
  • Strong knowledge of server hardware such as rackmounts, blades, etc. (HP, Dell, IBM)
  • Experience with 3rd party tools such as Idera, Red-Gate, Solar Winds, Nagios, etc.
  • Internetworking such as LAN / WAN, VPN, firewalls, whitelisting, DNS, DHCP, etc
  • Strong troubleshooting mindset (i.e. parsing event log, sysinternals tools, analyzing memory dumps)
  • Strong knowledge of Windows DR and clustering technologies including MS SQL mirroring, clustering and availability groups
  • Understanding of SAN / NAS technologies
  • Understanding of virtualization technologies on VMware and Hyper-V hypervisors
  • 2-3 years of experience in packaging and deploying OS and applications at the enterprise level

  • Bachelor’ Degree in Computer Science or equivalent experience
  • 5+ years’ experience in information technology management
  • Comprehensive understanding of network architecture and client / server technology
  • ITIL Certification is desired
  • Brookfield Properties (Canada) Inc is committed to accommodating the individual needs of all applicants with disabilities during the recruitment and selection process as required under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

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