Manager, IT Support

What You'll Do

1. Customer-centric Team Leadership

• Lead, coach, and mentor a diverse IT support team across locations and time zones.

• Set clear priorities, provide regular feedback, and support timely, professional issue resolution.

• Experience leading team across multiple time zones

1. Seamless Technology Enablement

• Oversee employee hardware and peripheral procurement to ensure staff have the tools they need.

• Maintain asset management practices that support current needs and future planning.

• Ensure all shared office spaces, including meeting rooms, conference rooms, and offices, are equipped with reliable, standardized, and user-friendly A/V technology that supports collaboration and hybrid work.

• Support organization wide events such as All Hands meetings and yearly kick-off with technology solutions that enable collaboration for those in office and in remote locations

1. Empowering Employee Experiences

• Coordinate smooth employee and co-op onboarding and offboarding experiences.

1. Responsive Issue Resolution

• Improve ticket triage, prioritization, and resolution within defined service expectations.

• Act as an escalation point for customer issues, ensuring clear ownership and communication.

1. Continuous Improvement through Customer Feedback

• Use customer feedback to identify improvements and increase satisfaction.

• Partner with cross-functional teams to resolve recurring issues and implement proactive solutions.

1. Transparent Performance Measurement

• Define and review IT support metrics to identify trends and improve service delivery.

• Share performance insights, risks, and improvement opportunities with stakeholders.

What We're Looking For

• Bachelor’s degree in information technology, computer science, a related field, or equivalent experience.

• Experience and proven track record of successfully leading and developing customer centric IT Support process es and team

• Previous experience leading IT support teams is considered an asset.

• Strong technical expertise across a broad rand of IT systems, hardware and software platforms i

• Experience in IT equipment procurement and deployment

• Demonstrated experience in leveraging customer feedback to drive continuous improvement 

• Strong analytical and problem solving skills with commitment to deliver innovative solutions that enhance customer experience. 

• Excellent communication skills with the ability to effectively engage with customers and stakeholders and deescalate situations.

• ITIL foundations certified is an asset

Working Conditions: 

• General office environment/Work-from-home office environment 

• Required to work in the office 2-3 days/week 

• Prolonged sitting – 6+ hours 

• May be required to work extra hours, including on-call support for emergencies

• After hours and weekend work is required periodically