IT Support Supervisor

1 month ago

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

ELNA Medical Group is seeking a highly motivated IT Support Supervisor to lead our IT support team in delivering exceptional technical support across the organization.

Key Responsibilities:
  • 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.
  • Recruit, train, and onboard new support staff as needed.
  • Provide first line and second-line technical support and troubleshooting for hardware, software, network, and system issues.
  • Assist in configuring and maintaining IT infrastructure, including servers, workstations, networks, and telecommunication systems.
  • Develop, implement, and improve IT support processes, ensuring efficient operations and user satisfaction.
  • Recommend and implement best practices and improvements for support operations.
  • Coordinate IT-related projects, ensuring resources are allocated and deadlines are met.
  • 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.
Requirements:
  • 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.
  • Awareness of applicable data privacy practices and laws (Law25, Law5, HIA, PIPEDA, PHIPA, PCI).
  • 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.

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