Information Technology Support Manager

ZipRecruiter; Montreal; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading company in Montreal is seeking an IT Support Lead to enhance their IT Operations team. This hands-on role involves mentoring the help-desk team, providing on-site support, and managing IT assets. The successful candidate will collaborate with global teams and ensure a seamless IT experience for over 100 local colleagues. Fluency in French and English is essential for serving a bilingual user base. This hybrid position requires 3-4 days in the office and occasional travel.

Qualifications

• 5+ years in IT support, with 3 years leading a service-desk team.
• Proven experience managing asset inventory and vendor relationships.

Responsibilities

• Lead and coach the service desk team, set SLAs, track KPIs.
• Provide desk-side support for hardware and SaaS platforms.
• Manage IT asset lifecycle from procurement to retirement.

Skills

Leadership

Customer Service

Bilingual (French and English)

Cybersecurity

Tools

Google Workspace

Freshservice

Jumpcloud

Job description

Job Description

Our Client is looking for a strong IT Support Lead to join their growing IT Operations team. This is a hands-on leadership role that combines people management, end-user support, and full-lifecycle IT asset management for their Montreal office. You will be the primary in-person technology partner for more than 100 local colleagues while collaborating closely with peers in Toronto, New York, and Europe to deliver a seamless global IT experience. The position is a hybrid role requiring 3-4 days in the office.

Responsibilities:

Lead & Coach the Service Desk (30%)

• Mentor and schedule the help-desk team; set SLAs, track KPIs, and cultivate a customer-first culture.
• Own the queue (Freshservice) and ensure incidents, requests, and changes are resolved or escalated promptly.

Deliver Hybrid & On-Site Support (30%)

• Provide desk-side support for hardware, SaaS platforms (Google Workspace, Slack, Zoom, 1Password, etc.), and meeting spaces.
• Onboard and offboard employees (accounts, training, etc.).
• Coordinate occasional after-hours maintenance or urgent support

Own IT Asset Lifecycle (30%)

• Forecast, order, receive, image, deploy, track, and retire laptops, mobile devices, peripherals, and conference-room tech.
• Maintain a 100% accurate hardware/software CMDB; report metrics (stock levels, warranty renewals, depreciation).

Contribute to Continuous Improvement & Security (10%)

• Assist the Director, IT with new tool evaluations, proof-of-concepts, and policy rollouts.
• Champion cybersecurity best practices; partner with the Security team on audits and awareness campaigns.

What You Bring

• 5 + years in IT support, with at least 3 years leading or mentoring a service-desk team .
• Fluency in French and English (written & spoken) to serve our bilingual user base.
• Proven experience managing asset inventory, procurement, and vendor relationships.
• Strong knowledge of Windows and Mac OS endpoints; comfort with MDM tools (eg, Jumpcloud).
• Admin-level familiarity with cloud collaboration suites (Google Workspace ).
• Ability to work on-site a majority of the week, plus occasional travel (eg, Toronto) and after-hours work when urgent issues arise.