IT Help Desk Manager / Chef de Service Assistance Technique

RPMGlobal; Montreal; Hybrid; CAD 70,000 - 95,000; Full time

Job summary

A leading company in the IT sector is searching for an IT Help Desk Manager in Montreal. This role involves overseeing helpdesk operations, managing a team of technicians, and ensuring high levels of service quality and customer satisfaction. Candidates should have significant IT experience and leadership skills to navigate support challenges effectively. An inclusive and diverse culture is a priority, promoting flexible working arrangements.

Benefits

Flexible working arrangements

Diversity and inclusion programs

Qualifications

• 5+ years of experience in IT helpdesk or technical support.
• 3+ years in a leadership position.
• Familiarity with ITIL or other service management frameworks is a plus.

Responsibilities

• Oversee IT helpdesk operations and team performance.
• Maintain service quality and customer satisfaction.
• Develop and implement helpdesk processes for efficiency.

Skills

Leadership

Communication

Technical Troubleshooting

Problem Solving

Organizational Skills

Education

Bachelor’s degree in Information Technology, Computer Science, or a related field

Tools

Ticketing Systems

Remote Access Support Tools

Job description

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

Job Title : IT Help Desk Manager

Division : MIS

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 :

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.

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.
• 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.
• 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.
• 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.
• 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.
• 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!

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

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