Regional Deskside Support Manager

MNP • Montreal, QC

33d • Onsite

About The Position

Inspirational, innovative and entrepreneurial - this is how we describe our
empowered teams. Combine your passion with purpose and join a culture that is
thriving in the face of change.

Make an impact with our Technology – Support Services team as a Regional
Deskside Support Manager. This diverse team of tech-savvy problem solvers
embraces digital transformation, and the possibilities technology brings to the
future of our industry. As a trusted advisor, you’ll lead a regional deskside
support team while fostering strong relationships with senior leaders to ensure
seamless and effective IT operations.

MNP is proudly Canadian. Providing business strategies and solutions, we are a
leading national accounting, tax and business advisory firm in Canada.
Entrepreneurial to our core, our talented team members transcend obstacles into
opportunities and are successfully transforming mid-market business practices.

Requirements

• At least 3 years in an IT Manager role leading successful IT deskside support teams
• Knowledge of ITSM/ITIL framework and best practices
• Strong people management skills
• Proven experience in incident management
• Capacity to succeed in a changing, rapid growing business that fosters entrepreneurial values
• Written and verbal French and English language skills, due to frequent collaboration with English-speaking teams/clients across Canada and some client deliverables/regulatory reporting obligation are in English

Responsibilities

• Manage all aspects of IT deskside support delivery for your region
• Develop and foster business relationships with regional business leaders, gaining an understanding of the unique business requirements of your assigned regions
• Ensure asset management and equipment provisioning processes are being followed, and participate in annual IT equipment budgeting for offices within your region
• Lead a team of IT Support Technicians and work closely with other groups to ensure delivery of high-quality IT services, support, and excellent customer service
• Conduct regular team meetings to ensure alignment and collaboration
• Develop team members' skills and career paths through comprehensive IT career development initiatives
• Foster team growth and expertise in customer service etiquette, support best practices, technical knowledge, and SLA adherence
• Ensure the appropriate resourcing and technical capabilities of the support team
• Act as the hiring manager for open positions in your region
• Manage the lifecycle of all incidents/requests within the region and serve as the escalation point for the business as it relates to incidents, requests, or unresolved issues
• Prepare and present metrics, activity reports, and progress updates on projects and support delivery
• Perform trend analysis of services and historical incidents to improve overall performance
• Maintain flexibility to travel, as necessary

Benefits

• You will be rewarded with generous base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, MNP University, a flexible ‘Dress For Your Day’ environment, firm sponsored social events and more

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees