IT Manager - End User Services - Belron Canada

Belron Canada; Montreal; On-site; CAD 60,000 - 95,000; Full time

Job summary

An established industry player seeks a dedicated IT Support Manager to lead a dynamic team in delivering exceptional IT services. This role emphasizes operational excellence, team development, and continuous improvement, ensuring high customer satisfaction. You will oversee all IT management services, manage support teams, and collaborate with various stakeholders to enhance service delivery. If you thrive in a fast-paced environment and are passionate about technology and customer care, this is your opportunity to make a significant impact in a growing organization.

Qualifications

• 7+ years of IT support experience, including team management.
• Strong skills in incident, problem, and change management.

Responsibilities

• Supervise IT Technical Assistance Center and support teams.
• Manage outsourcing partners and ensure service compliance.
• Conduct post-incident reviews and support problem management.

Skills

IT Support Management

Incident Management

Problem Management

Change Management

Customer Service Orientation

Communication Skills

Team Management

Flexibility

Education

Bachelor's Degree in IT

ITIL Certification

Job description

Automotive glass technology is helping transform how we experience the road. At Belron Canada, the home office of Speedy Glass, Lebeau vitres d’auto and Vanfax, we take this seriously, which is why we invest tirelessly in developing our people so they can realize their full potential.

We welcome applications from everyone and are firmly committed to diversity, equity, and inclusion in the workplace. We take pride in ensuring every member of our team feels empowered.

The incumbent of this position is responsible for managing a Level 1 IT Help Desk, a Level 2 User Support team, and the IT Procurement and Service Request Management department. The goal is to maintain a high level of customer satisfaction and ensure the continuous improvement of our services.

In close collaboration with all stakeholders, including IT teams, business lines, and external partners, the person in this role is responsible for delivering our IT management services. This includes coordinating all office automation activities and managing the company's workstations.

Additionally, the role involves overseeing operational excellence within the sector, managing personnel, operational processes, and service documentation.

Responsibilities

• Supervise the IT Technical Assistance Center, including Levels 1 and 2, as well as IT Procurement and Service Request Management, ensuring support for all IT requests, incidents, and problems.
• Manage outsourcing partners and managed services, monitor contractual obligations and performance metrics, and promote continuous service improvement.
• Ensure compliance with service levels, evaluate calls and tickets, and supervise the support team.
• Hire, manage, and develop team members, fostering an environment of engagement and collaboration. Establish training and succession plans.
• Maintain high performance of IT management services, including incident, problem, and change management, with up-to-date documentation.
• Manage major incidents in partnership with the Major Incident Manager, ensuring effective communication and resolution.
• Conduct post-incident reviews and support problem management to prevent recurrence.
• Oversee non-standard requests (NSSR) process and stakeholder management.
• Coordinate IT project transitions to the IT Service Center (T2O).
• Manage hardware and software inventory and ensure proper reallocation processes.
• Identify opportunities for automation to reduce operational costs.
• Prepare management reports, monitor sector developments, and implement continuous improvement initiatives.
• Maintain documentation and knowledge bases to support operational needs.

Requirements

• Bachelor’s degree in IT, Computer Science, Business Administration, or related field.
• ITIL certification or equivalent is strongly preferred.
• Minimum 7 years of experience in IT support services, including managing support teams.
• Experience with incident, problem, and change management processes.
• Strong problem-solving skills and ability to work under pressure.
• Excellent communication skills for technical and non-technical audiences.
• Customer service orientation and commitment to user satisfaction.
• Flexibility to adapt to changing needs and technologies.

We believe that genuine care can make a real difference in the customer experience, and it begins with making a difference in the careers of our team members.

Belron Canada is part of the Belron International family, a global leader in auto glass repair and replacement, including digital camera calibration. We operate over 325 service centres, 2 distribution centres, and 26 warehouses across 10 provinces, with over 1,200 employees.

Our pursuit of excellence drives us to provide sustainable, world-class care for our communities and the environment.

If you value your career as much as we value our employees and customers, there’s no better time to join Belron Canada and #BringOutYourBest with us!