IT Support Manager

Join a diverse and talented team For years now, we’ve been designing lingerie and swimwear for everyday living. Why do we do what we do? Because we want women around the world to look and feel their best Join our dynamic team to start a stimulating professional career in a committed and constantly evolving environment. We’re a proudly local company with more than 3,500 employees and more than 275 stores across Canada and in 17 countries around the globe (100 stores). Exclusive job perks - 50% discount on all products; - Flexible hours; - Hybrid work from home schedule (head office); - Opportunities for advancement within the company; - Being part of a family-owned business committed to the community; - Performance bonuses (in-store sales or management position); - Recognition program for years of service; - Innovation program to encourage idea sharing; - Referral bonus ; - Dayforce Wallet (pay on demand: you’ll be able to access a portion of your pay as soon as your shift ends). **For full-time employees**: - Group insurance plan; - Three (3) to five (5) paid personal days (depending on the position); - Minimum of 2% employer contribution to your RRSP. PURPOSE OF EMPLOYMENT Under the supervision of the Director, Information Technology, Infrastructure and Support, the IT Support Manager will be mainly responsible for managing and supporting the IT Support team for all company wide operations, including the head office, stores and distribution center as well as preparing all equipment for end users within the company. - Manage all tasks for level 1-2-3 support teams (internally and externally); - Develop, recommend and implement policies, improvements, procedures and projects for the development of systems and operations within the team, all while collaborating with the IT Director; - Ensure that the entire team will follow the certifications imposed by our partners for the solutions in place; - Manage IT needs for store openings, closings and location changes (equipment, solutions, networks, telephony, etc.); - Ensure IT support to head office, distribution center and store users by respecting the established service levels ; - Manage projects assigned to the department and the budgets allocated to them; - Manage departmental priorities by ensuring a good overview of different projects, calls and service agreements; - Manage the Level 1 support team (outsourced to Nexio), ensuring the quality of service to point-of-sale users; - Track all tickets in the "Service Now" system and provide dashboard style reports to all support stakeholders (Management and Business Partner); - Motivate, guide, evaluate, coach and develop the skills and potential of team members. Recruit as needed for their team; - Ensure an excellent follow-up and maintain good relations with all internal support partners; - Ensure good communication and rigorous monitoring of the various projects and issues related to the services provided, with all departments; - Remain informed of technological advancements in our field of business as well as best practices; - Perform any other related duties related to the department. **REQUIREMENTS**: - University diploma in technology or equivalent; - 7 to 10 years of experience in IT team supervision; - Knowledge of the retail sector and experience with point-of-sale system (asset); - Bilingualism French and English (spoken and written); - Excellent analytical skills; - Recognized as a leader, results and quality oriented person; - Ability to simultaneously manage several short, medium and long term projects; - Ability to handle crisis situations that require good self-control; - Excellent stress management; - Good communicator; - Quick adaptability to new technologies.