Manager, User Services and IT Operations
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Reporting to the IT Director, the successful candidate will oversee end-user support operations and contribute to the evolution of the organization’s digital services. They will lead a team of approximately 9 employees and play a key role in enhancing the internal customer experience.
Key Responsibilities
- Lead and engage a team of approximately 9 employees responsible for Level 1 and Level 2 IT support, systems administration, cloud services, and certain cybersecurity functions;
- Improve the quality and responsiveness of user support services by implementing support best practices;
- Coach, mentor, and develop team members who already operate with a strong level of autonomy;
- Monitor incidents, service requests, and priorities to maintain high levels of internal customer satisfaction;
- Collaborate with departments across the organization to understand business needs and enhance IT tools and services;
- Participate in the deployment of new digital tools, particularly within Microsoft 365, and support the development of AI-powered solutions;
- Manage external partners responsible for Level 3 support, telephony services, and specialized technology services;
- Manage vendors through contract negotiations, performance monitoring, deliverable reviews, and recommendations when required;
- Prepare and coordinate RFPs and evaluate proposals to identify the best solutions for the organization;
- Oversee IT service delivery and ensure strong coordination between internal teams and external partners;
- Identify operational challenges, recommend practical solutions, and implement processes that improve team efficiency.
Profile Sought
- Minimum of 6 years of experience in IT support and operations;
- Demonstrated experience managing or leading an IT team;
- Experience in the public or municipal sector, ideally within a unionized environment;
- Strong knowledge of Microsoft 365 environments;
- Solid understanding of IT infrastructure, including networking, cloud computing, virtualization, and backup systems;
- Experience managing IT vendors and external technology partners;
- Strong people leadership skills, excellent communication abilities, and a customer service mindset;
- Autonomous, organized, collaborative, and able to take ownership of situations;
- Ability to understand organizational culture and build trusted relationships with internal clients and team members.
Technology Environment
- Microsoft 365
- Cisco
- Fortinet
- Nutanix
- VMware
- Veeam
- ITSM tools
- Cloud solutions
- Digital and AI tools
What Makes This Opportunity Unique
This is both a leadership and operational role. The objective is not only to manage technology, but also to develop the team, improve the user experience, and foster a strong culture of service and collaboration.
Location:
Montreal
We subscribe to the principle of employment equity and guarantee the confidentiality of your application.
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