Helpdesk Manager / Responsable du service d'assistance

Digital Days; Montreal; Remote; CAD 60,000 - 80,000; Full time

Job summary

A Managed IT Services firm in Montreal is seeking an experienced Help Desk Manager to lead a desktop support team. The role involves mentoring staff, overseeing technical support, and ensuring operational efficiency. Ideal candidates have a Bachelor’s degree in IT and at least two years of relevant experience. The position offers competitive salary, healthcare plan, and remote work options.

Benefits

Competitive salary

Healthcare Plan

Laptop and Mobile Phone Provided

Remote Working

Gym on site

Daycare on site

Restaurant on site

Qualifications

• At least two years of experience as a Help Desk Manager or in technical support.
• Strong technical background.
• Ability to work under pressure.

Responsibilities

• Managing and supporting a team of help desk technicians.
• Mentoring your team, providing training, and conducting performance evaluations.
• Troubleshooting and resolving technical issues.

Skills

Interpersonal skills

Conflict management

Analytical skills

Troubleshooting

Customer service skills

Leadership

Education

Bachelor's degree in computer science or related field

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 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.