IT Support Supervisor

3 weeks ago

Montreal, Quebec, Canada ELNA Medical Full time
Job Title: IT Support Supervisor

We are seeking a highly motivated IT Support Supervisor to lead our IT support team in delivering exceptional technical support across the organization.

Key Responsibilities:
  • Team Leadership & Management
    • Supervise and mentor IT support staff, providing guidance, performance feedback, and professional development.
    • Monitor the team's performance through KPIs, ensuring a high level of service is delivered.
    • Organize work schedules, delegate tasks, and ensure the team meets response and resolution time targets.
    • Recruit, train, and onboard new support staff as needed.
  • Technical Support & Troubleshooting
    • Provide first line and second-line technical support and troubleshooting for hardware, software, network, and system issues.
    • Collaborate with system administrators and other IT personnel for escalated issues.
    • Assist in configuring and maintaining IT infrastructure, including servers, workstations, networks, and telecommunication systems.
  • Process Improvement & Documentation
    • Develop, implement, and improve IT support processes, ensuring efficient operations and user satisfaction.
    • Maintain comprehensive documentation of IT procedures, troubleshooting guides, and user guides.
    • Recommend and implement best practices and improvements for support operations.
  • Project Coordination & Communication
    • Coordinate IT-related projects, ensuring resources are allocated and deadlines are met.
    • Act as a point of escalation for major IT incidents, ensuring timely communication with stakeholders.
    • Communicate effectively with departments and users to provide updates and gather feedback on IT service delivery.
  • System Monitoring & Maintenance
    • Ensure regular maintenance, updates, and patches of IT systems and software.
    • Monitor system performance and ensure uptime, implementing solutions to mitigate potential disruptions.
    • Assist in enforcing IT security protocols, including data protection and access control measures.
    • Perform other duties as assigned to support the ELNA Medical Group.

The ideal candidate will possess:

  • Must be bilingual in English and French, both spoken and written.
  • College or Bachelor's degree in information technology, Computer Science, or a related field, or equivalent work experience.
  • 5+ years of experience in IT support, with at least 2 years in a supervisory or management role.
  • Experience with desktop, server, and network support in a professional environment.
  • Sound knowledge of Microsoft operating systems, network infrastructure, hardware, and software.
  • Proficiency with ticketing systems, Active Directory, Microsoft Office 365, and common IT tools.
  • Experience with virtualization platforms (VMware, Hyper-V) is a plus.
  • Familiarity with IT security principles and tools (AV/EDR, firewalls, VPNs).
  • Awareness of applicable data privacy practices and laws (Law25, Law5, HIA, PIPEDA, PHIPA, PCI).
  • Excellent communication, problem-solving, and organizational skills.
  • Ability to lead and motivate a team while managing multiple priorities.
  • Strong customer service orientation and the ability to communicate technical information to non-technical users.
  • Valid driver's license and willingness to travel between clinic locations.
  • Ability to handle on-call support responsibilities on a rotating basis.

Context and Environment:

The ideal candidate must thrive in a fast-paced, high-pressure, and technically complex environment where attention to detail is critical for providing effective support. This role requires the ability to sit at a computer workstation, monitor screens, and use a telephone headset for extended periods. You may be required to work unconventional hours, including weekends, holidays, late nights, and early mornings, to meet the needs of the organization. Professionalism, patience, and self-control are essential, particularly when managing upset customers or high-stress situations. Frequent travel to various clinic locations is required, along with the ability to perform moderate to heavy lifting and transportation of IT equipment, such as computers and monitors. The IT Support Supervisor must be available for 24/7 on-call support on a rotational basis to handle urgent technical issues outside of regular working hours. Additionally, the successful candidate must be able to pass internal and government-mandated security screenings.

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