Mgr, IT Workplace Svcs

Why Messer?Certified as Great Place to Work®Paid time off: Excellent paid vacation available in first year including personal days.Pay and benefits: Competitive pay rate with comprehensive benefits and competitive pension plan.Bonus and pay increases: Incentive program based on company performance and annual merit increase program.Career growth: Opportunities for career advancement through training and development opportunities with tuition reimbursement program.Referral program: Employees can refer talent and earnEmployee perks and discounts: Access to exclusive discounts on a number of products and services across Canada.Home Daily; regular, weekly (Mon-Fri) schedule for local drivers.Newer fleet / well‑maintained equipment.What you’ll do:Lead an IT Workplace support team that provides exceptional IT support for end users by responding to IT support tickets, service requests and resolving issues related to desktops, laptops, printers, software applications, and mobile devices.Ensure Workplace support team delivers to agreed SLA and KPI Targets and fosters a commitment to service excellence.Deliver a courteous and professional experience for all users, striving to exceed expectations with every interaction.Coordination of service support activities with other IT support groups across infrastructure and applications. Ensure Workplace support coverage is available during required business hours and physically in the office as required and agreed.Escalate difficult or critical service issues appropriately to ensure management awareness and business disruption is minimized.Ensure technical standards and security policy adherence in all work activities.Assist with coordination activities and project support as required for projects and initiatives that interact with Workplace Services supported areas (example – mobile devices).Monitor Workplace Services trouble ticket and request resolution service levels and align with team to address deficiencies.Maintain communications and alignment with Messer’s first level Service Desk to ensure consistency of support and to identify ‘shift‑left’ opportunities.Evaluate team member performance, setting team and individual goals incorporating measured KPIs, and perform yearly reviews.Education and Experience:College or Bachelor's degree in IT or related programExperience working in the IT systems infrastructure areaTechnical management experience with a proven track recordProven experience of successfully working within a global delivery modelBi‑lingual in English and French (spoken/written) mandatoryKey Skills and Attributes:Ability to work and communicate with all levels of employees/management as well as external vendors and customersMicrosoft Endpoint Manager/Intune experienceMicrosoft Active Directory/Azure Active Directory experienceBroad and extensive knowledge of IT infrastructure and SecurityExpert level skills in supporting current Windows client systemsStrong focus on customer serviceAt Messer, our vision for Diversity & Inclusion is to create an environment where all of us accept, respect and value the differences of multiple identities and truly welcomes the diverse ideas and perspectives of individuals. In doing so, we shape an open and creative company culture, providing every individual an equal opportunity to thrive.Together we value innovation, efficiency and flexibility. Putting safety first, working with integrity and respect, we encourage everyone to find solutions for success. That means for our customers and for our colleagues. This makes us a great place to build a career where your skills are valued and developed. #J-18808-Ljbffr