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Technical Services Manager

2 months ago

Montreal, Quebec, Canada Fed IT Full time
Job Description

We are seeking an experienced IT Manager - User Services to join our team at Fed IT. As a key member of our IT department, you will be responsible for overseeing the delivery of technical services to our users.

Key Responsibilities:
  • Supervise a team of four technicians and a technical support coordinator, providing user support across several regions.
  • Manage technological services dedicated to users, including troubleshooting, installations, configurations, and inventory management.
  • Manage printing services, mobility, telephony, as well as license and asset management.
  • Handle incidents and approved change requests, ensuring a continuous and efficient operation.
  • Take charge of all IT acquisition processes, including quotes, purchase orders, and service contracts.
  • Collaborate closely with other IT managers to carry out technological projects and resolve cross-functional issues.
Requirements:
  • At least two years of experience as a manager of a user technical support team.
  • Professional background in a technical field such as technician or system administrator, strengthening the skills necessary for this position.
  • Experience in managing user services, including managing mobile plans, contracts with telecommunications providers, and printing services.
  • Familiarity with service desk solutions like ServiceNow, C2, or Jira ServiceDesk, as well as a good understanding of ITSM services and service catalogs.
  • Strong knowledge of core infrastructure components.
Preferred Qualifications:
  • Degree in computer science, information systems, business management, or a related field.
  • Proven expertise in Microsoft products, Active Directory, as well as update processes and other IT operational activities.
  • Perfectly bilingual in English and another language (such as French or Spanish).
  • Natural ability to build trust and gain credibility with end users through an engaging and professional attitude.