Global IT Support Manager

Magnetforensics; Southwestern Ontario; Hybrid; CAD 100,000 - 150,000; Full time

Benefits offered by this job

Generous time off

Competitive compensation

Volunteer opportunities

Recognition programs

Employee committees & ERGs

Healthcare & retirement benefits

Job summary

Magnet Forensics is seeking a Manager, IT Support to lead a globally distributed team delivering reliable, responsive IT assistance to employees. This role blends people leadership with technical expertise and a metrics-driven approach to enhancing service delivery and employee experience.

You will oversee hardware procurement, asset management, and hybrid work enablement while fostering continuous improvement through customer feedback and cross-functional collaboration.

Qualifications

• Bachelor’s degree in information technology, computer science, related field, or equivalent experience.
• Experience and proven track record of successfully leading and developing customer centric IT Support processes and teams.
• Previous experience leading IT support teams is considered an asset.
• Strong technical expertise across a broad range of IT systems, hardware and software platforms.
• 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.

Responsibilities

• Lead, coach, and mentor a diverse IT support team across locations and time zones.
• Set priorities, provide regular feedback, and support timely, professional issue resolution.
• Oversee employee hardware and peripheral procurement to ensure staff have the tools they need.
• Manage asset lifecycle and standardized IT infrastructure for hybrid work.
• Act as escalation point for customer issues with clear ownership.
• Drive continuous improvement from customer feedback with cross-functional partners.

Skills

Leadership

IT Support

Customer focus

IT systems

Hardware & software

Procurement

Feedback-driven

Analytical skills

Communication

ITIL awareness

Education

Bachelor's degree in IT / CS or related field

Job description

Magnet Forensics is seeking a Manager, IT Support to lead a globally distributed team delivering reliable, responsive IT assistance to employees. This role blends people leadership with technical expertise and a metrics-driven approach to enhancing service delivery and employee experience.

You will oversee hardware procurement, asset management, and hybrid work enablement while fostering continuous improvement through customer feedback and cross-functional collaboration.