IT Manager Informatique Help Desk F/H

1 month ago

Montreal, Quebec, Canada Terrestar Solutions Inc. Full time
Job Title: Manager Informatique Help Desk F/H

Terrestar Solutions Inc. is seeking a highly skilled and experienced Manager Informatique Help Desk F/H to join our team. As a key member of our IT department, you will be responsible for delivering a secure, reliable, and high-quality computing environment to all end users.

Key Responsibilities:
  • Manage secure, consistent computing for end users (desktops, laptops, mobile devices, VDI)
  • Handle software distribution, updates, and MDM solutions
  • Administer Microsoft 365 (Exchange, SharePoint, Teams, OneDrive)
  • Optimize tools for collaboration and monitor performance
  • Implement and improve ITIL processes (Incident, Problem, Change, Asset, Configuration Management)
  • Develop processes to ensure accurate tracking of company IT assets
  • Manage escalations and coordinate with IT teams and vendors
  • Oversee IT helpdesk operations and ticketing system
  • Drive ITIL practice adoption and manage CAB process
  • Promote a service management culture
  • Ensure devices conform to cybersecurity policies and compliance standards
  • Enforce endpoint protection and manage software licensing
Requirements:
  • Bachelor's degree in IT, Computer Science, or related field
  • ~ ITIL, Microsoft 365, CompTIA A+, Modern Desktop Administrator
  • ~5+ years in end-user computing, IT service management, or IT operations
  • ~ Experience managing helpdesk/IT support, SLAs, and metrics
  • ~ Experience mentoring and managing support teams
  • ~ Experience with desktop virtualization or cloud workspace projects
What We Offer:
  • Bilingual (English and French)
  • ManageEngine, Spiceworks, ServiceNow)
  • Knowledge of Microsoft 365 administration (email, collaboration, productivity tools)
  • Knowledge of ITIL processes (Incident, Problem, Change, Asset, Configuration Management)
  • Proficiency in MDM, endpoint security, and software distribution
  • Familiarity with modern desktop and mobile management solutions

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