IT Manager


Offre publiée le 2023-01-12

Hays Plc

Job description

Bilingual IT managerType of employment : PermanentLocation : Montreal HybridEntry into office : As soon as possibleWorkload : Full-timeObjective of the positionWe are currently looking for an experienced candidate to join the IT team to participate in the structural transformation of the infrastructure sector.

In this new role, the person's mandate will be to ensure ownership of all activities related to microcomputer support services to users.

Under the supervision of the Director, Delivery, Operations and IT Infrastructure Support, the role of the Manager, Microcomputer Support to Users ensures the full support of desktops, laptops, printers, peripherals, accessories, software and mobile devices.

The manager oversees the end-user IT analytics team and is responsible for ensuring high levels of customer experience, satisfaction, and availability.

The incumbent studies and implements tactics to ensure effective and efficient governance and evolution of IT practices with the end user while developing standards and best practices to improve overall performance and service levels.

  • Responsibilities· Ensure that equipment (desktops, laptops, mobile devices and peripherals) is installed, operated, monitored and maintained on an ongoing basis through effective, accurate and timely support;
  • Establish a sustainable strategy for managed print services and consolidate suppliers and manufacturers;· Develop and enforce our Client's end-user policies, hardware, device and image standards and conduct lifecycle planning to meet business needs and prepare budgets accordingly;
  • Optimize the employee onboarding process and act as a liaison with the Human Resources department to ensure an excellent experience for new employees (success the first time);
  • Manage software releases, upgrades, and patches to achieve service levels for all devices and operating systems, ensuring compliance with IT and enterprise policies;
  • Manage and maintain security, backup and performance monitoring processes and activities;· Ensure that workstation procurement and purchase requisitions are optimized, maintain and ensure an up-to-date asset management inventory, and dispose of end-of-life equipment in a cost-effective and secure manner;
  • Ensure the availability and effective use of resources and support tools to conduct day-to-day operations (laboratory environment, resource tools, application-specific user support tools);
  • Perform workforce planning to ensure end-user IT support coverage during business days and on-call support. Ensure the availability of an expert resource to support events for executives, incidents and requests, as appropriate;
  • Manage staff, including goal setting and performance reviews in accordance with our Client's annual employee evaluation process;
  • Recruit, hire and motivate team members through skills enhancement, coaching, consultation and daily support;· Ensure that the team's key performance indicators (KPIs) are defined, reviewed and that actions are evaluated and taken accordingly and delegated correctly;
  • Support the service centre, as required, and act as a key contributor to the creation and maintenance of the knowledge base to maximize the resolution rate of front-line interventions (L1);
  • Collaborate within a management team and with other business units to implement and implement initiatives to streamline processes, improve customer service and achieve budget targets;
  • Establish and maintain strong relationships with merchants, service providers and other stakeholders to proactively recommend new cost-effective solutions, support opportunities and solutions to new or unknown problems;

and· Manage and supervise projects and activities of particular initiatives to achieve set objectives such as continuous updates, migration of operating systems, etc.

  • Job Requirements· A minimum of five (5) years of experience in IT and end-user IT management, including teams, processes and budgets;
  • A strong team manager who can articulate the role of the microcomputer team in the delivery of IT services and positively influence team performance;
  • Demonstrated ability to act as a leader with practical experience in analyzing situations or problems with a proven ability to provide a design or recommendation as a resolution or solution;
  • Excellent communication skills, both written and oral;· Extensive experience in Microsoft's operating systems, particularly Windows 10, including creating, deploying, and supporting enterprise-wide standardized versions and images while optimizing vendor usage and costs;
  • Experience in maintaining information technology standards, policies, processes and procedures with respect to managing the end-user's IT environment;
  • A high level of technical knowledge and expertise, including a thorough understanding of the desktop operating system environment;
  • Extensive experience in patch management, endpoint security solutions, encryption methods and packaging, as well as software deployment and support for users;
  • AN ITIL Foundations certification, an asset;· Additional ITIL training or certifications, an asset;· Excellent customer approach and business acumen;
  • Proven technical documentation skills;· The ability to work in a dynamic and ever-changing environment;· The ability and availability to be actively involved and manage situations involving unforeseen breakdowns and any impact on the end user;
  • Well-demonstrated analytical and problem-solving skills;· A 360-degree view of technical issues and customer needs; and· Bilingualism (French and English). #1104703
  • Less than 1 hour ago