Manager, IT Support

Who We Are; What We Do; Where We’re Going Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries. Serving thousands of customers globally, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security. With employees based around the world, Magnet Forensics has been expanding our global presence. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity. If you think you would be the right person to join our team working towards this goal, we would love to hear from you Role Summary: We are seeking a customer-focusedManager, IT Support toleadagloballydistributedteam in deliveringreliable, responsive supporttoemployees. This role combinespeople leadership, technicalexpertise,and ametrics-driven approachtoimprovingservice delivery and employee experience.

What You'll Do
Customer-centric Team Leadership
- Lead, coach,and mentor adiverseITsupportteamacross locations and time zones.
- Set clear priorities, provide regular feedback, and supporttimely, professional issue resolution.
- Experience leading team across multiple time zones Seamless Technology Enablement
- Oversee employee hardware andperipheral procurement to ensurestaff have the tools they need.
- Maintain asset management practices that support current needs and future planning.
- Ensure all shared office spaces, including meeting rooms, conference rooms, and offices, are equipped with reliable, standardized, and user-friendly A/V technology that supports collaboration and hybrid work.
- Support organization wide events such as All Hands meetings and yearly kick-off with technology solutions that enable collaboration for those in office and in remote locations Empowering Employee Experiences
- Coordinate smooth employee and co-op onboarding and offboarding experiences. Responsive Issue Resolution
- Improve ticket triage, prioritization, and resolution within defined service expectations.
- Act as an escalation point for customer issues, ensuring clear ownership and communication. Continuous Improvement through Customer Feedback
- Use customer feedback toidentifyimprovements and increase satisfaction.
- Partnerwith cross-functional teams toresolve recurringissues and implement proactive solutions. Transparent Performance Measurement
- Define and review IT support metrics toidentifytrends and improve service delivery.
- Shareperformance insights, risks, and improvement opportunitieswithstakeholders. What We're Looking For
- Bachelor’s degree in information technology, computer science, arelated field,or equivalent experience.
- Experience and proventrackrecordof successfullyleadingand developing customer centric IT Support process es and team
- Previousexperience leading IT support teams is considered an asset.
- Strong technicalexpertiseacross abroadrand of IT systems,hardwareand software platformsi
- Experiencein IT equipment procurement and deployment
- Demonstrated experience inleveragingcustomer feedback to drive continuous improvement
- Strong analytical andproblem solvingskills with commitment to deliver innovativesolutionsthat enhancecustomerexperience.
- Excellent communication skillswith the ability to effectively engage withcustomersandstakeholdersand deescalatesituations.
- ITIL foundations certified is an asset Working

Conditions:
- General office environment/Work-from-home office environment
- Required to work in the office 2-3 days/week
- Prolonged sitting – 6+ hours
- May be required to work extra hours, includingon-callsupport for emergencies
- After hours and weekend work is required periodically Compensation & Benefits The Compensation Range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you. If the compensation structure for the role includes an incentive component (i.e. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable). $100,000
- $150,000 CAD (CAD) a year Salary range (min
- max) Current Vacancy
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- Generous time off policies
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- Competitive compensation
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- Volunteer opportunities
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- Reward and recognition programs
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- Employee committees & resource groups
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- Healthcare