IT Service Desk Manager
Are you an accomplished IT professional looking for a new management challenge? Would you like to share your technical skills with a team of technology professionals? Are you looking to constantly exceed the objectives set and improve the performance of your teams? Want to manage a global team in the wellness industry ?
...
We are looking for an IT service desk manager who will be responsible for all the activities of his team as well as the management and assignment of the various projects / activities of this one.
Advantages
We offer
•Competitive salary and bonus
•Best of all: autonomy and teamwork
•Group Insurance Coverage
•Share Purchase Program
•A dynamic and multicultural workplace
•Flexible schedule and reduced hours during the summer
•Possibility of remote work
Responsibilities
•Plan and organize the work of the technical team
•Act as a technical referee
•Manage service escalations, customers and subcontractors
•Monitor and evaluate team performance
•Establish a governance process to review SLAs, KPIs, vendor performance, and quality of service
•Make suggestions to improve team performance
•Analyze and optimizeperformance metrics (SLA, KPI)
•Understand and align support service, service level agreements (SLAs), and processes.
•Formulate and review customer support policies and promote their implementation
Qualifications
•5 years of experience in information technology
•Minimum of 3 years of experience as a customer/technical support manager, preferably in a similar environment (retail/distribution)
•Experience in managing external suppliers
•Demonstrate great leadership
•Communication, interpersonal and mediation skills
•Written and oral fluency in English and French
•Knowledge of Microsoft environment (Windows 10, Windows Server 2012-2019, Active Directory, GPO, Office 365)
•Experience with ticketing systems (Service Now) and ITIL principles
•Ability to manage stress
Summary
You see yourself in this description and you want to join a well-established innovative company as an IT service manager in the Montreal area. Apply now! You can send us your CV to the following address: isabelle.gauthier@randstad.ca
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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IT Service Desk Manager
Are you an accomplished IT professional looking for a new management challenge? Would you like to share your technical skills with a team of technology professionals? Are you looking to constantly exceed the objectives set and improve the performance of your teams? Want to manage a global team in the wellness industry ?
We are looking for an IT service desk manager who will be responsible for all the activities of his team as well as the management and assignment of the various projects / activities of this one.
Advantages
We offer
•Competitive salary and bonus
•Best of all: autonomy and teamwork
•Group Insurance Coverage
•Share Purchase Program
•A dynamic and multicultural workplace
•Flexible schedule and reduced hours during the summer
•Possibility of remote work
Responsibilities
•Plan and organize the work of the technical team
•Act as a technical referee
•Manage service escalations, customers and subcontractors
•Monitor and evaluate team performance
•Establish a governance process to review SLAs, KPIs, vendor performance, and quality of service
•Make suggestions to improve team performance
...
•Analyze and optimizeperformance metrics (SLA, KPI)
•Understand and align support service, service level agreements (SLAs), and processes.
•Formulate and review customer support policies and promote their implementation
Qualifications
•5 years of experience in information technology
•Minimum of 3 years of experience as a customer/technical support manager, preferably in a similar environment (retail/distribution)
•Experience in managing external suppliers
•Demonstrate great leadership
•Communication, interpersonal and mediation skills
•Written and oral fluency in English and French
•Knowledge of Microsoft environment (Windows 10, Windows Server 2012-2019, Active Directory, GPO, Office 365)
•Experience with ticketing systems (Service Now) and ITIL principles
•Ability to manage stress
Summary
You see yourself in this description and you want to join a well-established innovative company as an IT service manager in the Montreal area. Apply now! You can send us your CV to the following address: isabelle.gauthier@randstad.ca
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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