IT Manager

2 weeks ago

Montréal, Canada Maples Group Full time

**Position**:IT Manager

**Location**:Montreal, Canada

The Maples Group is a standard bearer in financial and legal services, trusted by many of the world’s largest hedge fund managers, private equity firms and international corporations.

Our distinction flows from our carefully curated team: 2,000+ professionals characterised by tenacity, ethics and exacting excellence. We hire smart and sharpen smarter, arming talent with best-in-class resources and skills. With 18 locations across the Americas, Asia, Europe and the Middle East, our international presence offers a unique springboard for career development and cross-cultural immersion. Our side-by-side financial and legal services are similarly ripe for interdisciplinary learning and growth.

**Who We Seek**

Our merit-based culture suits professionals in pursuit of boundless careers and lives. Beyond their acumen, team members are collaborative and conscientious, bringing a healthy sense of drive and purpose to each interaction and to all aspects of their work.

**About the Role**

The IT Manager has responsibility for day to day operations and remote IT support of all the offices in North America including Montreal, Boston, New York and Delaware. The IT Manager will lead the Service Desk based in Montreal and be "hands on technical" for the delivery of initiatives and projects in the Montreal office. The role requires collaborative working with the Global Service Desk Manager, leaders of the Asia, Americas and Europe IT Managers as well as the Group IT Infrastructure team.

Working also as the Business Relationship Manager for IT, the role will require both technical troubleshooting and stakeholder management. Collaboration with other IT teams outside of Montreal to understand and manage the requirements for IT support, infrastructure and delivery of local and global IT initiatives. Communication, Organisation and Prioritisation are key attributes for success in this role. The IT Manager supports the IT department. Primary responsibilities include:

- Responsible for the day to day operational support and delivery of IT Services in Maples Group offices within America and Canada. All IT support except in Montreal will be handled remotely.
- Lead the first level and second level on-the-ground support team in the Montreal office including reviewing and managing the service response levels.
- Lead the transformation of the Montreal service desk to be included in the Global support telephone call queue process.
- Manage, measure and ensure that agreed levels of customer satisfaction are achieved. Ensure adequate controls and monitoring are in place including SLA’s / KPI’s. Provide KPI's to the Global Service Desk Manager as specified.
- Prepare annual IT budgets which shall include staffing projections and all IT service desk and infrastructure costs.
- Actively managing service desk staff and IT related expenses within agreed limits.
- Provide regular feedback to the business on current and future IT projects and communicate to international IT teams on local issues.
- Manage relationships and contracts with 3rd party suppliers providing network/telephone services, maintenance and hardware/software.

**What You Bring**
- Must have at least five years' experience as an IT Manager in a similar role.
- Proven track record in IT project delivery.
- Experience in Financial Services industry and its timely demands is critical.
- Proven experience in customer service and SLA delivery are essential.
- Experience in ITIL and other IT service management methodologies with ITIL Foundations Course an asset.
- Experience at working both independently and in a team-oriented, collaborative environment is essential.
- Strong Infrastructure background and exposure to new technologies are key.
- Must be a self-starter, extremely organised and have the ability to work on own initiative, under pressure to meet deadlines.
- Ability to build strong relationships with key stakeholders at all levels of the organization.
- Strong communication (oral and written), problem solving and time management skills.
- Demonstrated ability to motivate people, lead, plan and prioritize own work and others.
- Ability to take on other responsibilities as the role develops.

**Training Requirements**

Training will be on going based on individual and the firm’s needs and changes to any relevant local laws ensuring compliance at all times.

**Travel Requirements**

Non-scheduled travel may be necessary with the role to provide oversight during incidents or projects in offices outside of Montreal.

**Benefits & Rewards**

The most enduring professional relationships are reciprocal relationships. The Maples Group prioritises employee health and wellbeing. Depending on your location, we offer a range of benefits, including:

- Comprehensive health coverage (medical, dental and optical)
- Competitive vacation packages
- Educational assistance and professional development programmes
- Savings

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