Manager, User Services and IT Operations

Jump; Montreal (administrative region); On-site; CAD 110,000 - 140,000; Full time

Job summary

Jump is seeking an IT Manager to oversee end-user support operations and guide a nine-person team from the Montreal area. You will drive initiatives to improve internal customer experience, manage external partners, and advance digital tools including Microsoft 365 and AI-enabled solutions.

Reporting to the IT Director, you will optimize service delivery, mentor staff, collaborate across departments, and ensure alignment with organizational needs and cybersecurity considerations.

Qualifications

• Six years of experience in IT support and operations.
• Experience leading an IT team.
• Experience in public or municipal sectors, ideally unionized environments.
• Strong knowledge of Microsoft 365 environments.
• Solid understanding of IT infrastructure including networking, cloud, virtualization, and backups.
• Experience managing IT vendors and external technology partners.
• Strong people leadership, excellent communication, and customer service mindset.
• Autonomous, organized, collaborative, and able to own situations.
• Ability to understand organizational culture and build trusted relationships.

Responsibilities

• Lead a team of approximately 9 employees handling Level 1 and 2 IT support, systems administration, cloud services, and cybersecurity functions.
• Improve the quality and responsiveness of user support by applying best practices.
• Coach, mentor, and develop team members with autonomy.
• Monitor incidents, service requests, and priorities to maintain internal customer satisfaction.
• Collaborate with departments to understand business needs and enhance IT tools and services.
• Participate in deploying new digital tools, including Microsoft 365, and support AI-powered solutions.
• Manage external partners for Level 3 support, telephony, and specialized services.
• Negotiate with and monitor vendors, review deliverables, and make recommendations.
• Prepare RFPs and evaluate proposals to identify最佳 solutions.
• Oversee IT service delivery and ensure coordination between internal teams and external partners.
• Identify operational challenges and implement processes to improve efficiency.

Skills

Team leadership

Vendor management

Strategic planning

Effective communication

Customer service

IT operations

Tools

Microsoft 365

Cisco

Fortinet

Nutanix

VMware

Veeam

ITSM tools

Cloud solutions

AI tools

Job description

Reporting to the IT Director, the successful candidate will oversee end-user support operations and contribute to the evolution of the organization’s digital services. They will lead a team of approximately 9 employees and play a key role in enhancing the internal customer experience.

Key Responsibilities

• Lead and engage a team of approximately 9 employees responsible for Level 1 and Level 2 IT support, systems administration, cloud services, and certain cybersecurity functions;
• Improve the quality and responsiveness of user support services by implementing support best practices;
• Coach, mentor, and develop team members who already operate with a strong level of autonomy;
• Monitor incidents, service requests, and priorities to maintain high levels of internal customer satisfaction;
• Collaborate with departments across the organization to understand business needs and enhance IT tools and services;
• Participate in the deployment of new digital tools, particularly within Microsoft 365, and support the development of AI-powered solutions;
• Manage external partners responsible for Level 3 support, telephony services, and specialized technology services;
• Manage vendors through contract negotiations, performance monitoring, deliverable reviews, and recommendations when required;
• Prepare and coordinate RFPs and evaluate proposals to identify the best solutions for the organization;
• Oversee IT service delivery and ensure strong coordination between internal teams and external partners;
• Identify operational challenges, recommend practical solutions, and implement processes that improve team efficiency.

Profile Sought

• Minimum of 6 years of experience in IT support and operations;
• Demonstrated experience managing or leading an IT team;
• Experience in the public or municipal sector, ideally within a unionized environment;
• Strong knowledge of Microsoft 365 environments;
• Solid understanding of IT infrastructure, including networking, cloud computing, virtualization, and backup systems;
• Experience managing IT vendors and external technology partners;
• Strong people leadership skills, excellent communication abilities, and a customer service mindset;
• Autonomous, organized, collaborative, and able to take ownership of situations;
• Ability to understand organizational culture and build trusted relationships with internal clients and team members.

Technology Environment

• Microsoft 365
• Cisco
• Fortinet
• Nutanix
• VMware
• Veeam
• ITSM tools
• Cloud solutions
• Digital and AI tools

What Makes This Opportunity Unique

This is both a leadership and operational role. The objective is not only to manage technology, but also to develop the team, improve the user experience, and foster a strong culture of service and collaboration.

Location:

Montreal

We subscribe to the principle of employment equity and guarantee the confidentiality of your application.