IT Help Desk Manager / Chef de Service Assistance Technique

RPMGlobal; Montreal; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking an IT Help Desk Manager to lead a dynamic team in a hybrid environment. This role involves overseeing daily operations, ensuring high-quality service delivery, and managing a team of skilled technicians. The ideal candidate will have strong leadership and technical troubleshooting skills, with a focus on customer satisfaction and continuous improvement. You'll be responsible for incident management, process refinement, and collaboration with IT leadership to enhance overall support. If you're passionate about technology and eager to make a significant impact, this opportunity is perfect for you.

Qualifications

• 5+ years in IT helpdesk or technical support, 3+ years in leadership.
• Strong knowledge of IT systems, networks, and software applications.

Responsibilities

• Oversee daily operations of the IT helpdesk team and ensure service quality.
• Manage incident resolution, training, and process improvement.

Skills

Technical Troubleshooting

Leadership

Communication

Problem-solving

Customer Service

Organizational Skills

Education

Bachelor’s degree in Information Technology or related field

Tools

Ticketing Systems

Remote Access Support Tools

Windows

Office 365

Job description

Don’t skip a beat, apply to Exertis | JAM!

Job Title: IT Help Desk Manager

Division: MIS

Location: Baie D’Urfe, QC (Hybrid environment)

Schedule: Monday to Friday 8:30AM-5:30PM

What you will do:

The IT Helpdesk Manager will oversee the day-to-day operations of the IT helpdesk team, ensuring timely and effective resolution of technical issues, managing helpdesk staff, and maintaining high levels of service quality and customer satisfaction. The ideal candidate will possess strong leadership, communication, and technical troubleshooting skills, with a solid understanding of IT infrastructure and service management practices.

Key Responsibilities:

1. Team Leadership & Management:
   • Lead and supervise a team of IT helpdesk technicians to ensure high-quality service delivery.
   • Assign tasks, monitor performance, and provide guidance and mentorship to team members.
   • Conduct regular team meetings and one-on-one reviews to provide feedback and set goals.
2. Incident & Request Management:
   • Oversee the resolution of technical issues and service requests within defined SLAs (Service Level Agreements).
   • Ensure efficient ticketing system management and timely follow-up on open issues.
   • Escalate unresolved or complex issues to senior IT staff or vendors as needed.
3. Process Improvement & Training:
   • Develop, implement, and refine IT helpdesk processes, procedures, and best practices to improve efficiency and customer satisfaction.
   • Provide training and professional development opportunities for helpdesk staff on technical skills, troubleshooting techniques, and customer service best practices.
4. Customer Service:
   • Ensure a high level of customer satisfaction by providing timely and accurate technical support to end-users.
   • Address user complaints and feedback, continuously improving user experience.
   • Foster a positive, solution-oriented team culture focused on proactive support.
5. Reporting & Documentation:
   • Maintain and analyze helpdesk performance metrics, prepare reports, and provide recommendations for improvements.
   • Document standard operating procedures (SOPs), troubleshooting guides, and knowledge base articles for both internal use and end-user support.
6. System & Hardware Support:
   • Oversee and manage the installation, configuration, and troubleshooting of hardware and software systems.
   • Ensure all company devices and software are up to date, secure, and functioning optimally.
7. Collaboration with IT Leadership:
   • Work closely with other IT teams (network, systems, security, ERP, etc.) to address technical challenges and improve overall IT infrastructure and support.
   • Assist with IT projects and implementations, providing support and guidance to ensure successful execution.

Qualifications:

• 5+ years of experience in an IT helpdesk or technical support role, with at least 3 years in a leadership or managerial position.
• Strong knowledge of IT systems, networks, and common software applications (e.g., Windows, Office 365, etc.).
• Experience with ticketing systems and remote access support tools.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage multiple priorities and work under pressure.
• Strong attention to detail and organizational skills.

Bonus Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, is a plus.
• Familiarity with ITIL or other service management frameworks is a plus.
• IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) are a plus.

Diversity Statement:

We value diversity and inclusion, striving to create a culture where everyone feels included and celebrated. We are committed to flexible working arrangements to meet the diverse needs of our team members and stakeholders.

Come JAM with us… we not only work hard but play just as hard. Want to take your career to the next level? Apply online at https://jamindustries.com/careers/ to join our team or view our current openings!

#HYBRID

While we appreciate your interest, please note that only qualified candidates will be contacted.