IT Support Services Manager-Canada

Indero•Montreal, QC

8d•Hybrid

About The Position

The IT Support Services Manager is responsible for delivering high-quality IT support services to employees across the organization. This role oversees the Service Desk, endpoint management, Microsoft 365 services, user support processes, vendor relationships, and service delivery performance. The manager ensures timely resolution of incidents and requests while driving continuous improvement, automation, user satisfaction, and regulatory compliance. This position also manages IT support personnel and collaborates with infrastructure, security, and business stakeholders to support organizational objectives.

Requirements

Strong leadership and coaching abilities.
Excellent customer service orientation.
Strong analytical and problem-solving skills.
Effective verbal and written communication. (The ability to translate technical jargon into human language.)
Available to adapt working hours based on the candidate location to be available from 8am to 5pm EST since operations range from west coast North America to India (UTC-7 to UTC+8). Employees mostly in the EST time zone.
Excellent English communication skills (written, spoken and understanding). French language being an asset.
Ability to work in a regulated and compliance-driven environment
Ability to remain calm after hearing: "We're going live tomorrow."
Bachelor’s or equivalent degree in Computer Science, Information Security, or related field.
5–8 years of IT support or service desk experience.
2–5 years of people management experience.
ITIL® Foundation Certification
Experience managing Microsoft 365, Intune, Entra ID, and endpoint services.
Experience with ITIL-based service management practices.
Good knowledge of good clinical practices, and applicable Health Canada and Food and Drug Administration (FDA) regulations/guidelines.

Nice To Haves

French language being an asset.

Responsibilities

Lead and manage daily Service Desk operations.
Ensure incidents and service requests are handled within defined SLAs.
Monitor ticket queues, escalations, and service performance metrics.
Implement IT service management (ITSM) frameworks and update support documentation.
Drive continual service improvement initiatives.
Review and analyse current service desk systems in use and propose or improve current system based on established requirements, including but not limited to AI chat bots, automated classification based on AI and predefined rules. Implement and configure established SLAs, reporting,
Ensure service levels are consistent and provided on all time zones of operations.
Lead a team of Help Desk employees, contractors, and service providers.
Conduct hiring, onboarding, training, coaching, and performance reviews.
Develop staff skills and career progression plans.
Establish workload priorities and resource allocation.
Oversee endpoint lifecycle management, including provisioning, deployment, replacement, and disposal.
Ensure employees can access the tools they need without sacrificing security or compliance.
Keep Microsoft 365, Teams, laptops, mobile devices, printers, docking stations, conference rooms, and other technology functioning as intended.
Ensure efficient onboarding and offboarding processes.
Maintain hardware and software inventory. Analyse current inventory systems in use and provide a single source of truth system (ideally automated or included in service desk system or API availability) to maintain a real time and up to date CMDB to report on system replacement cycles and control software deployment, use and control costs.
Measure and improve customer satisfaction.
Define, monitor and improve service desk KPIs.
Turn support tickets into success stories.
Identify recurring issues and implement permanent solutions.
Champion automation so humans can focus on solving problems instead of repetitive tasks.
Coordinate major incidents and communication to stakeholders.
Ensure support processes comply with corporate security policies.
Collaborate with the IT Security Manager on access management, endpoint security, vulnerability remediation, and audit requirements.
Support GDPR, GxP, FDA 21 CFR Part 11, ISO 27001, and Cybersecure Canada initiatives where applicable.
Manage relationships with support vendors and technology partners.
Identify, negotiate and provide a list of vendors for employee equipment management (shipping, returns, support, etc) within our countries of operations.
Participate in software licensing and hardware procurement activities.
Ensure vendor services meet contractual obligations and performance expectations.
Participate in infrastructure, security, and workplace technology projects.
Provide operational readiness reviews for new solutions.
Support change management and user adoption activities.