Gestionnaire Support Ti It Support Manager Job In Montreal

Job Description

Overview

CAREER OPPORTUNITY AT LOGISTEC

LOGISTEC offers a unique combination of maritime and environmental services, both water related. Our reputation rests on excellence, thanks to the dedication of over 3,500 employees throughout North America, committed to finding solutions to support reliable and sustainable supply chains, while also protecting our environment and water resources.

Diversity helps us grow, and inclusion propels us forward. When everyone is included, great things can be achieved together. That's why we continue to strengthen our commitment to employment equity, inclusive recruitment, and development.

We are determined to find and support the best talent, and we are currently looking to fill a position for an IT Support Managerin Montreal.

Seize this opportunity and come make great things happen with us!

What does your day look like as an IT Support Manager?

• Overseeing the day-to-day operations of the service desk.
• Ensuring timely and effective resolution of customer issues and inquiries.
• Managing a team of service desk agents, including hiring, training, and performance management.
• Developing and implementing service desk policies, procedures, and best practices based on ITSM methodologies.
• Monitoring and analyzing service desk performance metrics to identify areas for improvement.
• Collaborating with other departments to streamline processes and improve service delivery.
• Serving as a point of escalation for complex or high-priority issues.
• Implementing and maintaining service desk technologies and tools.
• Providing regular reports and updates to senior management on service desk performance and initiatives.
• Staying current on industry trends and best practices in service desk management.

To succeed as an IT Support Manager, you must have:

• Bachelor's degree in information technology, computer science, or a related field (or equivalent work experience)
• Proven experience in a service desk or technical support role, with at least 3-5 years in a leadership or managerial position
• Strong understanding of ITIL framework and best practices
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical stakeholders
• Demonstrated leadership abilities, including the ability to motivate and manage a team
• Experience in hiring, training, and performance management of service desk staff
• Proficiency in service desk management tools and technologies
• Strong analytical and problem-solving skills, with the ability to identify trends and patterns in service desk data
• Ability to work well under pressure and prioritize tasks in a fast-paced environment
• Knowledge of IT service management principles and methodologies
• Certifications such as ITIL Foundation, HDI Support Center Manager, or similar are preferred but not required.