IT End User Support Manager

KPMG • Montreal, QC

33d • Onsite

About The Position

At KPMG, you’ll join a team of diverse and dedicated problem solvers, connected by a common cause: turning insight into opportunity for clients and communities around the world.
Due to growth and internal movement, we have an exciting opportunity for an IT End User Support (EUS) Manager to join KPMG's ITS team in Montreal. The role is primarily onsite and is located at our downtown Montreal office - 600 boulevard de Maisonneuve, Suite 1500, Montreal, H3A 0A3. Reporting to the incumbent End User Support lead, the candidate will manage a team of onsite and remote Support Analysts while being responsible for the delivery of Tier 1 & 2 IT support services to 2000+ Quebec users.

Requirements

• Minimum of 10 years’ IT Support experience, minimum of 3 years in management capacity
• Degree in business management or technology and/or equivalent certification
• Excellent interpersonal skills and communication skills - written and oral (English and French)
• Knowledge of M365 (Teams, One Drive) and Windows 11
• Ability to lead and motivate a team of IT professionals
• Strong troubleshooting/problem solving skills and analytical ability
• Strong work ethic and ability to thrive in challenging environment
• Flexibility to work after hours when and where required
• Willingness to occasionally travel to other KPMG offices or client sites as business needs arise
• This position requires written and oral fluency in English. The successful candidate will be required to support or collaborate with English-speaking colleagues or stakeholders nationally in our English speaking provinces while at KPMG.

Nice To Haves

• Experience with ServiceNow and implementing ITIL or similar service management frameworks is considered an asset
• Experience working with Al productivity applications is considered an asset (Microsoft CoPilot)
• Experience working with Al productivity and support tools (MS CoPilot, Al Chatbots) considered an asset
• Project Management (PMI) is considered an asset, but not required

Responsibilities

• Oversee and coordinate the daily operations of the Quebec offices End User Support team, ensuring timely and effective resolution of technical issues
• Provide Enhanced IT Support to Quebec firm leadership which is primarily based in the downtown Montreal office
• Manage the IT desktop asset life cycle and accounting for all assets, including dispatch and disposal
• Act as escalation point for complex and high-priority incidents, providing guidance and support to Support Analysts
• Provide IT End User Support business plan input and deliver firm directed Performance Management to Support Analysts
• Collaborate with other ITS managers and cross-functional teams to support firm-wide IT initiatives and projects
• Promote and maximize use of KPMG's internal IT Support Al Chatbol
• Maintain and update documentation related to IT support procedures, asset management, and user onboarding/offboarding processes

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees