Helpdesk Manager / Responsable du service d'assistance

Digital Days; Montreal; Remote; CAD 70,000 - 90,000; Full time

Job summary

A boutique Managed IT Services firm in Montreal is looking for an experienced Help Desk Manager to oversee their desktop support team. The role includes training, supporting, and leading the team while managing client escalations efficiently. Strong leadership and technical skills are essential. Benefits include a competitive salary, healthcare plan, remote working, and more.

Benefits

Competitive salary based on experience

Healthcare Plan

Laptop and Mobile Phone Provided

Direct access to the Lachine Canal

Open office space and culture

Gym on site

Restaurant on site

Public terrace overlooking the Canal

Qualifications

• 5+ years of experience in technical support or management.
• Ability to manage escalations and resolve issues.
• Strong analytical skills and work under pressure.

Responsibilities

• Manage and support a team of help desk technicians.
• Mentor team, provide training, and conduct evaluations.
• Monitor team performance and develop feedback reports.

Skills

Interpersonal skills

Conflict management skills

Technical troubleshooting

Customer service

Leadership skills

Education

Bachelor's degree in computer science or related field

Job description

Job Description

Job Description

Salary :

Help Desk Manager Job Description

We are looking for an experienced help desk manager to oversee our desktop support team in providing exemplary technical support to our clients. You will be responsible for training, supporting, and leading your team. You will also be required to manage ticket escalation and resolve any technical issues.

To be successful as a help desk manager you should have excellent interpersonal and conflict management skills. Ultimately, a top-notch help desk manager should be able to ensure that our clients receive professional and efficient technical support.

Help Desk Manager Responsibilities

• Managing and supporting a team of help desk technicians.
• Mentoring your team, providing training, and conducting performance evaluations.
• Monitoring team performance and developing feedback reports for management.
• Communicating with clients and providing in-person and phone support, if required.
• Troubleshooting and resolving technical issues.
• Managing escalations and ensuring any issues are resolved in a timely manner.
• Making recommendations to improve operational efficiency.

Help Desk Manager Requirements

• Bachelor's degree in computer science, information technology, or a related field.
• At least two years of experience as a Help Desk Manager or in a technical support role.
• Strong technical background.
• Excellent analytical and troubleshooting skills.
• Ability to work under pressure.
• Excellent leadership and people management skills.
• Strong customer service skills.

Advantages at Digital Days

• Competitive salary based on experience
• Healthcare Plan
• Laptop and Mobile Phone Provided
• Remote Working

Optional office benefits

• Direct access to the Lachine Canal, minutes from downtown Montreal
• Open office space and open culture
• Opus card paid in part by the company
• Games in the office to help you to relax
• Restaurant on site
• Gym on site
• Daycare on site
• Public terrace overlooking the Canal

About Digital Days

Digital Days is a boutique Managed IT Services firm that specializes in servicing a wide variety of bilingual SMB companies across Canada with our customary "white glove" customer service. The Digital Days work environment is an accelerator for any growing IT professional, and for any Network Administrator focused on growth with a particular focus on high levels of customer service, Digital Days is the right place for you!

The Digital Days work environment is one that rewards responsibility and autonomy, all within a high-functioning team of administrators and technicians continuously working to achieve higher levels of service and knowledge. Steeped in the latest technologies, Digital Days leads clients through the latest in private, public, and hybrid cloud solutions for business.

Headquartered along Montreal's beautiful Lachine Canal, and featuring a daycare, gym, terrace, and restaurant services in-building, our open-concept loft environment inspires everyone who works here! Please note that all employees are currently remote working due to the ongoing COVID-19 pandemic and that posts can permanently be remote.

If you believe that you are the ideal candidate for the job, apply now and join our friendly, flexible, and dynamic team!

Please note that only selected candidates will be contacted.

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Responsabilits du responsable du service d'assistance

• Grer et soutenir une quipe de techniciens du service d'assistance.
• Encadrer ton quipe, fournir des formations et effectuer des valuations de performance.
• Contrler les performances de l'quipe et laborer des rapports de retour d'information pour la direction.
• Communiquer avec les clients et fournir une assistance en personne et par tlphone, si ncessaire.
• Dpanner et rsoudre les problmes techniques.
• Grer les escalades et s'assurer que tous les problmes sont rsolus en temps voulu.
• Faire des recommandations pour amliorer l'efficacit oprationnelle.

Exigences pour le responsable du service d'assistance

• Baccalaurat en informatique, en technologies de l'information ou dans un domaine connexe.
• Au moins deux annss d'exprience en tant que le responsable du service d'assistance ou dans un rle d'assistance technique.
• Solides connaissances techniques.
• Excellentes comptences en matire d'analyse et de dpannage.
• Capacit travailler sous pression.
• Excellentes comptences en matire de leadership et de gestion des personnes.
• Solides comptences en matire de service la clientle.

Avantages chez Digital Days

• Salaire comptitive en fonction de l'exprience
• Plan de sant
• Ordinateur portable et tlphone mobile fournis
• Travail distance

Avantages du bureau en option

• Accs direct au canal de Lachine, minutes from downtown Montreal
• Espace de bureau ouvert et culture ouverte
• Carte Opus paye en partie par l'entreprise
• Jeux dans le bureau pour t'aider te dtendre
• Restaurant sur place
• Gymnase sur place
• Garderie sur place
• Terrasse publique avec vue sur le canal

propos de Digital Days

Digital Days est une boutique de services informatiques grs qui se spcialise dans le service d'une grande varit de PME bilingues travers le Canada avec notre service client "en gants blancs" habituel. L'environnement de travail de Digital Days est un acclrateur pour tout professionnel de l'informatique en pleine croissance, et pour tout administrateur de rseau ax sur la croissance avec un accent particulier sur les hauts niveaux de service la clientle, Digital Days est l'endroit idal pour toi !

L'environnement de travail de Digital Days est un environnement qui rcompense la responsabilit et l'autonomie, le tout au sein d'une quipe performante d'administrateurs et de techniciens qui travaillent en permanence pour atteindre des niveaux de service et de connaissances plus levs. Imprgn des dernires technologies, Digital Days guide les clients travers les dernires solutions de cloud priv, public, et hybride pour les entreprises.

Bas le long du magnifique canal Lachine de Montral, et dot d'une garderie, d'une salle de sport, d'une terrasse et de services de restauration dans l'immeuble, notre environnement loft concept ouvert inspire tous ceux qui travaillent ici ! Veuillez noter que tous les employs travaillent actuellement distance en raison de la pandmie de COVID-19 en cours et que les postes peuvent tre dfinitivement distance.

Si tu penses tre le candidat idal pour le poste, postule maintenant et rejoins notre quipe sympathique, flexible et dynamique !

Veuillez note that seuls les candidats slectionns seront contacts.