Unit Manager, IT Production Support

6 months ago

Toronto, Canada Intact Full time

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are
- here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It’s our employee promise.

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Read on to see how you can shape the future, win as a team, and grow with us.

**About the role**

We’re looking for a Unit Manager, IT Production Support, to join our growing team

**What you'll do here**:

- Lead and coordinate the activities of a team of Scrum Masters, Quality Analysts, Developers and Business Analysts to achieve the objectives in terms of commitment, efficiency, quality, security and customer service.
- Help achieve corporate and sector objectives by measuring team performance, ensuring the quality of ticket processing, the level of procedures and productivity.
- Manage the activities of the team by organizing, planning and controlling the optimal use of human, financial and material resources according to the budget, while promoting teamwork and providing guidance in terms of technical training.
- Participate in incident management and help employees and technicians solve problems.
- Manage ticket queues and service level agreements.
- Ensure effective communication and collaboration with management and other teams in the event of system failure or problem.
- Participate in the improvement of operational processes.
- Promote Intact’s brand image and business principles to partners.

**What you bring to the table**:

- College degree in IT or any combination of equivalent education and experience
- Minimum 5 years of experience in IT with at least one year in a management position
- Can motivate and lead a team
- Be responsive and have strong organizational and time management skills
- Focus on customer service
- Sense of urgency and ability to manage priorities
- Can solve problems and make informed decisions
- Genuine concern for others
- Create an open and honest environment
- Actively support favourable changes
- Act with integrity
- Show respect
- Be inspired by the customer
- Strive for excellence
- Excellent communication skills, both written and verbal
- Bilingual (French and English) Need to interact on a regular basis with an English-speaking clientele and colleagues across the country.
- No Canadian work experience required however must be eligible to work in Canada.

**What we offer**

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a temporary member of our team:

- Inspiring leaders and colleagues who will lift you up and help you grow
- Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
- A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
- Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities.
- A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

**We are an equal opportunity employer**

At Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

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