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About the Role

Riverside Natural Foods is strategically investing in the creation of a Workplace Service and Innovation Manager position. This role leads IT helpdesk operations and optimizes overall workplace service through strategic partnership and technology adoptions with an enterprise view.

Responsibilities

Administer and maintain the backend configuration of ManageEngine ServiceDesk, including requests, incident, problem, asset, service catalogue, approval, notification, SLA, and automation workflows.
Own the backup solution, monitor backup-job health and capacity, resolve failures, maintain retention policies, and periodically validate recoverability through restore tests.
Plan and execute on-premises file-data migrations to SharePoint Online and AWS, including discovery, permissions mapping, remediation, user communication, validation, and post-migration support; manage the SharePoint site lifecycle, governance, access, storage, and archival.
Work with IT partners to provide server support, including patching, server onboarding and offboarding, Remote Desktop Services licensing, server security, Active Directory backend improvements, DNS, file services, storage, and data management.
Administer Microsoft 365, Active Directory, and Microsoft Entra ID services, including user and group management, access controls, MFA, role assignments, Group Policy, and identity lifecycle processes in accordance with least-privilege principles.
Maintain VoIP and Teams Phone systems, including numbers, call queues, auto attendants, devices, licensing, troubleshooting, documentation, and coordination with carriers and vendors.
Own the IT change-management process, including change intake, risk and impact assessment, approvals, scheduling, and maintenance of the change calendar.
Monitor system availability, performance, capacity, and event alerts; serve as an escalation point for complex incidents and coordinate timely restoration of service.
Lead incident and problem-management activities for assigned platforms, including root-cause analysis, corrective actions, trend analysis, and knowledge-base updates.
Maintain accurate technical documentation, system diagrams, standard operating procedures, recovery runbooks, configuration records, inventories, and support knowledge articles.
Use scripting and automation, where appropriate, to reduce manual work, improve consistency, strengthen controls, and produce reliable operational reporting.
Work primarily on site and travel within Canada and the United States up to four times per year; provide occasional after-hours support for maintenance, projects, and IT emergencies, and perform other duties as required.
Provide advanced support for and continually improve audio-visual and meeting-room systems across sites with workplace service specialist, including standards, monitoring, preventive maintenance, documentation, and vendor coordination.
Participate in infrastructure and workplace-technology projects, including requirements, solution evaluation, testing, implementation, handover, lifecycle upgrades, and decommissioning.
Manage operational relationships with service providers and vendors, including escalations, service-level reviews, licenses, warranties, renewals, support cases, and cost-effective use of technology assets.
Undertake additional responsibilities, projects, and assignments as required to support business and IT operational needs.

Requirements

Post-Secondary diploma in Information Technology related fields.
Minimum of 5 years of experience in an IT position including 3 years in system administration in a company with >500 employees.
Must have experience in managing IT projects that involve 3rd party IT service and solution providers.
Must have hands-on experience in using and supporting common IT hardware, such as computer, printer, tablets etc.
Must have hands-on experience in using and supporting key Microsoft 365 applications, such as Outlook, OneDrive, Teams, Sharepoint etc.
Must have active directory and server management experience.
Must have experience in using common ITSM solutions.
Ability to prioritize and multitask multiple projects at the same time.
Ability to work autonomously.
Ability to work well under pressure in a fast-paced environment.
Strong problem-solving skills and attention to detail and accuracy.
Excellent interpersonal and collaboration with a proven ability to successfully deal with complex issues working within the context of cross-functional teams.
Strong verbal, written and interpersonal skills.
Exceptional time management and organizational skills, self-starter with a high level of initiative and ADAPTABILITY
TEAM player with a positive attitude.
Demonstrates HUMILITY throughout the company on a daily basis.
Aptitude to exhibit, RESPECT and protect Riverside’s Core Values in a changing environment.

Skills

Windows Server
Active Directory
Microsoft Entra ID
Microsoft 365
SharePoint Online
DNS
Backup and recovery platforms
ManageEngine ServiceDesk
VoIP/Teams Phone
Audiovisual systems
Scripting
Automation

Location

GTA
Chicago
Europe
Home offices

Work Type

On site
After hours support

Experience Level

3 years in system administration in a company with >500 employees
5 years of experience in an IT position

Education Level

Post-Secondary diploma in Information Technology related fields

Salary/Compensations

$80,000—$85,000 CAD

Benefits

RRSP matching or 401k matching
Eligibility to participate in Riverside's Profit Sharing Plan
Join Employee-Led Resource Groups (ERGs) championing mental health, sustainability, diversity, women, and LGBTQ+ rights
Riverside University program
Tuition Reimbursement Program

About the Company

Riverside Natural Foods Ltd. is a Canadian-based, family-owned, and globally operating business, committed to leaving the world better than we found it.
As a B-Corp certified, Triple-Bottom Line company, we proudly manufacture nutritious, 'better-for-you' snacks such as MadeGood and GOOD TO GO.
We value teamwork, humility, respect, ownership, adaptability, grit, and fun.
We’re on an ambitious mission to double our business by 2030.
As a family owned and led company, Riverside Natural Foods (“Riverside” or the “Company”) has the freedom to pursue our founders’ vision of being a values-based and purpose driven food company that puts people first – our employees, our consumers, our partners, and our communities.
Our purpose of “inspiring a healthier and more compassionate world” starts within our four walls and extends well beyond them to include everyone we can positively impact through our products, our business, and our relationships.
Continued rapid growth fueled by our focus on delivering disciplined growth to build a bigger, more capable, more productive, and more responsible business has created the opportunity to strategically invest in the creation of a Workplace Service and Innovation Manager position.

Equal Opportunity

Riverside Natural Foods Ltd. is committed to providing an inclusive and accessible environment for everyone.
If you have a disability and require accommodation in the interview process, please let us know when you apply.