Information Technology Support Manager

Overview

Our client is seeking a strong IT Support Lead to join their growing IT Operations team. This hands-on leadership role 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 over 100 local colleagues, collaborating closely with teams in Toronto, New York, and Europe to deliver a seamless global IT experience. The role is hybrid, requiring 3-4 days in the office.

Base pay range : CA$90,000.00 / yr - CA$100,000.00 / yr

Location : Montreal, Quebec, Canada

Posted : 3 weeks ago

Responsibilities

• Lead & Coach the Service Desk (30%)
• Mentor and schedule help-desk team; set SLAs, track KPIs, and foster a customer-first culture.
• Manage the queue (Freshservice) ensuring incidents, requests, and changes are addressed 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 support.
• Own 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 on stock levels, warranty renewals, and depreciation.
• Contribute to Continuous Improvement & Security (10%)
• Assist the Director, IT with evaluating new tools, proof-of-concepts, and policy implementations.
• Promote cybersecurity best practices; collaborate with Security team on audits and awareness campaigns.

What You Bring

Details

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