IT Support Lead

3 days ago

Montréal, Canada ContactPoint360 Full time

**About Us**

At ContactPoint 360, we believe in delivering exceptional experiences — for our clients, their customers, and our team members. We are seeking an IT Support Lead who can combine technical expertise with leadership skills to keep our systems running smoothly and our people connected.

**Role Overview**

The IT Support Lead will oversee daily IT operations for our Montréal site, ensuring that all technical issues are resolved quickly and efficiently. This role requires a proactive leader who can mentor the IT support team, manage priorities, and provide hands-on support when needed.

**Key Responsibilities**
- Lead and coordinate the Montréal IT support team to deliver timely and effective technical assistance.
- Manage help desk operations, including ticket assignments, escalations, and progress tracking.
- Maintain IT documentation, troubleshooting procedures, and user guides.
- Collaborate with internal teams to address recurring issues and implement long-term solutions.
- Monitor systems for performance and security, ensuring compliance with company policies.
- Deliver training to staff on tools, systems, and best practices.

**Qualifications**
- Diploma or degree in Information Technology, Computer Science, or related field.
- 5+ years in IT support, with at least 2 years in a leadership role.
- Solid experience with Windows, macOS, Microsoft 365, and network troubleshooting.
- Strong communication, organizational, and leadership skills.
- Proven problem-solving abilities and adaptability in a fast-paced environment.

**Nice to Have**
- ITIL certification or familiarity with IT service management frameworks.
- Experience in a BPO or contact center environment.
- Knowledge of cybersecurity best practices.

**Why Join ContactPoint 360?**

We offer a collaborative workplace where your ideas are valued, your growth is supported, and your work has a direct impact on the success of our team and our clients.

**At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences.** As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We’re not just a service provider—we’re a partner in driving real results. **ContactPoint360 is where innovation, execution, and customer obsession meet.**

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

**Our Purpose**:
Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients’ customers into loyal advocates for life.

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