IT Service Manager

**Job Summary**
We are looking for a dynamic customer-facing leader to handle the myriad of incoming requests and communications for our dynamic, rapidly growing, and evolving IT services company. Communication, problem-solving, and diplomacy skills are the main ingredients to achieving success in this position.
We’re looking for someone who can play the role of an IT Help Desk Manager with a broad understanding of the technological services our company provides to customers, as well as a Customer Service Manager who will make sure that customers are satisfied at all times.
This Manager's job is to assure timely responses to all customer requests received, whether they are internal or external clients, to achieve and maintain customer delight. Effectively prioritizing and dispatching the work to our technical team is your responsibility in this position. This requires knowledge of the software or hardware systems being supported, effective personnel management skills, as well as customer communications and relationship management capabilities.
**Responsibilities and Duties**
- Supervise the members of his team (including external consultants)
- Carry out integrated resource planning according to the priority of approved initiatives
- Identify and prioritize incoming requests to achieve expected service levels
- Ensure to transfer of knowledge and expertise through coaching and training of resources
- Evaluate the performance of the resources (identify the objectives and carry out the follow-up)
- Advance team members towards new technological solutions used by the organization
- Establish implement and monitor performance indicators (KPI)
- Follow up, correct incidents and problems
- Assign the necessary resources for support (24/7)
- Maintain a good relationship with the various providers of solutions and services
- Assess staffing needs, manage, and evaluate team members
- Participate in the IT change management committee to determine the technological impacts on customers during the maintenance of IT systems
- Act as an internal advisor by providing functional assistance and ensuring consistency of solutions when solving problems
- Recommend standards, policies, and internal procedures, to meet the needs of users and the technical group.
- Be available to provide (24/7) support on rotation with other team members;
- Collaborate in improving the level of service.
- Ensure a technological watch, propose, and implement technical developments, in order to optimize the systems in place

**Competencies, Qualifications, and Skills**
- College diploma in computer science or the equivalent of five (5) to twelve (12) years of relevant experience
- Knowledge and expertise in the management of level 1 & 2 technical advisors
- Excellent knowledge of the latest Windows operating systems
- Very good knowledge of the best practices of the industry
- Value customer service
- Bilingual (French and English)
- Shown staff management skills
- Problem solving/analysis experience in IT
- Team management skills, with the ability to motivate team members
- Decision making
- Ability to maintain calm under pressure
- Efficiency and organizational skills
- Administrative skills
- Ability to learn quickly and independently

**Job Types**: Permanent, Full-time

**Salary**: $50,000.00-$65,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- Day shift

Ability to commute/relocate:

- Montréal, QC H3K0A8: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Information Technology: 1 year (required)

**Language**:

- French (required)
- English (required)