IT Support Team Lead

2 months ago

Montreal, Quebec, Canada ELNA Medical Full time
Job Summary

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

Key Responsibilities
  • Oversee daily support operations and manage IT staff to ensure efficient functioning of IT systems.
  • Supervise and mentor IT support staff, providing guidance, performance feedback, and professional development.
  • Monitor team performance through KPIs and ensure 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 to ensure 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
  • 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.
  • 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.
Working Conditions

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.

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.

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