Information Technology Support Manager

Our Client is looking for a strong IT Support Lead to join their growing IT Operations team. This is a hands-on leadership role that combines people management, end-user support, and full-lifecycle IT asset management for their Montreal office. You will be the primary in-person technology partner for more than 100 local colleagues while collaborating closely with peers in Toronto, New York, and Europe to deliver a seamless global IT experience. The position is a hybrid role requiring 3-4 days in the office.Responsibilities : Lead & Coach the Service Desk (30%)Mentor and schedule the help-desk team; set SLAs, track KPIs, and cultivate a customer-first culture.Own the queue (Freshservice) and ensure incidents, requests, and changes are resolved or escalated promptly.Deliver Hybrid & On-Site Support (30%)Provide desk-side support for hardware, SaaS platforms (Google Workspace, Slack, Zoom, 1Password, etc.), and meeting spaces.Onboard and offboard employees (accounts, training, etc.).Coordinate occasional after-hours maintenance or urgent supportOwn IT Asset Lifecycle (30%)Forecast, order, receive, image, deploy, track, and retire laptops, mobile devices, peripherals, and conference-room tech.Maintain a 100% accurate hardware / software CMDB; report metrics (stock levels, warranty renewals, depreciation).Contribute to Continuous Improvement & Security (10%)Assist the Director, IT with new tool evaluations, proof-of-concepts, and policy rollouts.Champion cybersecurity best practices; partner with the Security team on audits and awareness campaigns.What You Bring5 + years in IT support, with at least 3 years leading or mentoring a service-desk team .Fluency in French and English (written & spoken) to serve our bilingual user base.Proven experience managing asset inventory, procurement, and vendor relationships.Strong knowledge of Windows and Mac OS endpoints; comfort with MDM tools (eg, Jumpcloud).Admin-level familiarity with cloud collaboration suites (Google Workspace preferred).Ability to work on-site a majority of the week, plus occasional travel (eg, Toronto) and after-hours work when urgent issues arise.