Practice Leader
6 months ago
Job description
**Practice Leader - Service**:
**IT**:
**Québec**:
**Simons Campus - IT**:
- Full timeCome and discover the captivating daily life of La Maison Simons’s IT Service team. As a Practice Leader, you will play an active role in shaping our technological future.
**Key Responsibilities**:
- Oversee the service call management process to ensure timely and efficient resolution of issues.
- Provide Level 3 technical support for critical incidents and complex issues.
- Work with end users to identify areas of improvement for user experience and implement solutions by taking into account feedback from relevant stakeholders.
- Implement initiatives to optimize the use of computer systems and increase user satisfaction by coordinating with the IT development and infrastructure teams for higher value improvements.
- Provide training sessions to help end users make better use of computer systems in a safe and efficient manner by collaborating with the Human Resources team if needed.
- Identify process and procedure improvement opportunities to increase operational efficiency and service quality.
- Track and manage costs associated with each service to ensure efficient allocation of resources.
**Desired Profile**:
- Hold a DCS in Computer Science or any other similar or relevant training.
- Have at least five (5) years of professional experience in IT services with some in a technical support or service management role.
- Have strong communication and interpersonal relationship skills.
- Be a leader.
- Be able to proactively manage priorities and resolve issues.
- Have experience in improving processes and procedures (an asset).
- Have team management experience (an asset)
- Know the good practices in IT service management, have ITIL certification (an asset).
- Be fluent in English and French, both written and spoken, in order to use systems and tools, and to perform various tasks in English.
**Benefits Available**:
- Possibility of hybrid work.
- A telemedicine service and Employee and Family Assistance Program.
- Group insurance plan and RRSP.
- Up to 40% off Simons purchases.
- Fitness area with changing rooms, group classes, and kinesiology services.
- Cafeteria service offering an extensive and affordable menu.
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