IT Support Manager

2 weeks ago

Montréal QC HV J, Canada La Vie en Rose Full time

Join a diverse and talented team
For years now, we’ve been designing lingerie and swimwear for everyday living. Why do we do what we do? Because we want women around the world to look and feel their best Join our dynamic team to start a stimulating professional career in a committed and constantly evolving environment.
We’re a proudly local company with more than 4,600 employees and more than 287 stores across Canada and in 19 countries around the globe (100 stores).
Exclusive job perks
- 50% discount on all products;
- Flexible hours;
- Opportunities for advancement within the company;
- Being part of a family-owned business committed to the community;
- Performance bonuses (in-store sales or management position);
- Recognition program for years of service;
- Innovation program to encourage idea sharing;
- Referral bonus ;
- Dayforce Wallet (pay on demand: you’ll be able to access a portion of your pay as soon as your shift ends).

**For full-time employees**:

- Group insurance plan;
- Three (3) to five (5) paid personal days (depending on the position);
- Minimum of 2% employer contribution to your RRSP.

The purpose of the role
Under the supervision of the Director, Information Technology, Infrastructure and Support, the IT Support Manager will be mainly responsible for managing and supporting the IT Support team for all company wide operations, including the head office, stores and distribution center. The IT Support team is also responsible for preparing all equipment for end users within the company.
Key responsibilities
- Manage all tasks for level 1-2-3 support (internally and externally);
- Develop, recommend and implement policies, improvements, procedures and projects for the development of systems and operations within the team, all while collaborating with the IT Director;
- Ensure that the entire team will follow the certifications imposed by our partners for the solutions in place;
- Manage IT needs for store openings, closings and moves (equipment, solutions, networks, telephony, etc.);
- Ensure IT support to the users of the head office, the distribution center and the stores by respecting the service levels in force;
- Manage the projects assigned to the department and the budgets allocated to them;
- Manage departmental priorities by ensuring a good overview of different projects, calls and service agreements;
- Manage the Level 1 support team (outsourced to Nexio), ensuring the quality of service to the users of the points of sale;
- Track all tickets in the "Service Now" system and provide dashboard style reports to all support stakeholders (Management and Business Partner);
- Motivate, guide, evaluate, coach and develop the skills and potential of the team members. Recruit as needed for their team;
- Track all tickets in the "Service Now" system and provide dashboards to all support stakeholders (Director, VP and Business Partner);
- Ensure an excellent follow-up and maintain good relations with all the support partners of the company;
- Ensure good communication and rigorous monitoring of the various projects and issues related to the services provided, with all departments;
- Motivate, guide, evaluate, coach and develop skills and potential of team members. Recruit as needed to ensure a complete work team;
- Remain informed of technological advancements in our field of business as well as best practices;
- Perform any other related duties related to the department.

**Profile**:

- Leadership and Management: You are a leader who can guide and motivate your team to achieve results while fostering collaboration and skill development.
- Communication and Relationships: You excel in communication, building strong relationships with internal teams and external partners to ensure smooth cooperation.
- Project and Priority Management: You are skilled in managing multiple projects simultaneously, ensuring thorough follow-up and meeting deadlines.
- Technical Skills and Innovation: Passionate about technology, you stay updated on advancements and implement innovative solutions to improve processes.
- Responsibility and Continuous Improvement: You ensure service standards are met and continuously optimize procedures to support team and company growth.

**Requirements**:

- University diploma in technology or equivalent;
- 7 to 10 years of experience in IT team supervision;
- Knowledge of the retail sector and experience with point-of-sale system (asset);
- Bilingualism - spoken and written (The person will be working with suppliers and stores outside of Canada);
- Excellent analytical skills;
- Recognized as a leader, results and quality oriented person;
- Ability to simultaneously manage several short, medium and long term projects;
- Ability to handle crisis situations that require good self-control;
- Excellent stress management;
- Good communicator;
- Quick adaptability to new technologies.

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