Mgr, IT Workplace Svcs

Messer Americas; Mississauga; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading IT support company in Mississauga seeks an experienced IT Workplace Support Team Leader. The role involves leading a team to provide exceptional IT support, meeting service standards, and coordinating with various IT groups. Ideal candidates should have a relevant degree, bilingual English and French skills, and strong customer service orientation. Comprehensive benefits and opportunities for growth are available.

Benefits

Paid time off

Competitive pay with benefits

Career growth through training

Referral program

Employee discounts

Qualifications

• Experience working in IT systems infrastructure area.
• Technical management experience with a proven track record.
• Bilingual in English and French (spoken/written) mandatory.

Responsibilities

• Lead an IT Workplace support team providing support for end users.
• Ensure the team delivers to agreed SLA and KPI targets.
• Coordinate service support activities with IT support groups.
• Monitor trouble ticket resolution service levels.
• Evaluate team member performance and set individual goals.

Skills

Effective communication

Customer service

Microsoft Endpoint Manager/Intune

Microsoft Active Directory/Azure Active Directory

IT infrastructure knowledge

Windows client systems support

Education

College or Bachelor's degree in IT or related program

Job description

Why Messer?

• Certified as Great Place to Work®
• Paid time off: Excellent paid vacation available in first year including personal days.
• Pay and benefits: Competitive pay rate with comprehensive benefits and competitive pension plan.
• Bonus and pay increases: Incentive program based on company performance and annual merit increase program.
• Career growth: Opportunities for career advancement through training and development opportunities with tuition reimbursement program.
• Referral program: Employees can refer talent and earn!
• Employee perks and discounts: Access to exclusive discounts on a number of products and services across Canada.
• Home Daily; regular, weekly (Mon-Fri) schedule for local drivers.
• Newer fleet / well‑maintained equipment.

What you’ll do:

• Lead an IT Workplace support team that provides exceptional IT support for end users by responding to IT support tickets, service requests and resolving issues related to desktops, laptops, printers, software applications, and mobile devices.
• Ensure Workplace support team delivers to agreed SLA and KPI Targets and fosters a commitment to service excellence.
• Deliver a courteous and professional experience for all users, striving to exceed expectations with every interaction.
• Coordination of service support activities with other IT support groups across infrastructure and applications. Ensure Workplace support coverage is available during required business hours and physically in the office as required and agreed.
• Escalate difficult or critical service issues appropriately to ensure management awareness and business disruption is minimized.
• Ensure technical standards and security policy adherence in all work activities.
• Assist with coordination activities and project support as required for projects and initiatives that interact with Workplace Services supported areas (example – mobile devices).
• Monitor Workplace Services trouble ticket and request resolution service levels and align with team to address deficiencies.
• Maintain communications and alignment with Messer’s first level Service Desk to ensure consistency of support and to identify ‘shift‑left’ opportunities.
• Evaluate team member performance, setting team and individual goals incorporating measured KPIs, and perform yearly reviews.

Education and Experience:

• College or Bachelor's degree in IT or related program
• Experience working in the IT systems infrastructure area
• Technical management experience with a proven track record
• Proven experience of successfully working within a global delivery model
• Bi‑lingual in English and French (spoken/written) mandatory

Key Skills and Attributes:

• Ability to work and communicate with all levels of employees/management as well as external vendors and customers
• Microsoft Endpoint Manager/Intune experience
• Microsoft Active Directory/Azure Active Directory experience
• Broad and extensive knowledge of IT infrastructure and Security
• Expert level skills in supporting current Windows client systems
• Strong focus on customer service

At Messer, our vision for Diversity & Inclusion is to create an environment where all of us accept, respect and value the differences of multiple identities and truly welcomes the diverse ideas and perspectives of individuals. In doing so, we shape an open and creative company culture, providing every individual an equal opportunity to thrive.

Together we value innovation, efficiency and flexibility. Putting safety first, working with integrity and respect, we encourage everyone to find solutions for success. That means for our customers and for our colleagues. This makes us a great place to build a career where your skills are valued and developed.