IT Support Team Manager

2 weeks ago

Longueuil, Canada Innergex Full time

**Why should you join our team?**
Innergex Renewable Energy Inc. is an independent renewable energy producer with an extensive and growing portfolio of assets in Canada, the United States, France and Chile. The Corporation develops, acquires, owns and operates hydroelectric facilities, wind farms, solar farms and energy storage facilities.

For more than 30 years, Innergex has believed in a world where abundant renewable energy promotes healthier communities and creates shared prosperity. We are convinced that generating power from renewable sources will lead the way to a better world. We remain committed to responsible growth that balances people, our planet, and prosperity. We believe in offering an engaging, inclusive and supportive work environment where each team member can thrive.

**Your contribution**

**Your day-to-day**
- Team Leadership
- Manage a team of IT support specialists, including hiring, training, performance evaluation, and professional development;
- Foster a positive work environment, promote teamwork, and encourage continuous improvement;
- Customer Service Excellence
- Drive a customer-centric culture within the IT support center, emphasizing responsiveness, empathy, and effective communication;
- Implement strategies and best practices to enhance customer satisfaction;
- Monitor team performance metrics and key performance indicators (KPIs) to assess and improve support effectiveness and efficiency;
- Collaborate with other IT teams to identify and resolve complex technical issues escalated from the help desk;
- Manage and prioritize help desk tickets, ensuring timely resolution and effective communication with end-users;
- Oversee the inventory of IT equipment, software licenses, and hardware assets to ensure availability and accurate recordkeeping;
- Budget Management
- Collaborate with the IT leadership team to develop and manage the support center budget, ensuring effective utilization of resources and alignment with organizational goals.

**Your skills, our requirements**
- Strong leadership and people management skills, with the ability to motivate and develop a diverse team;
- Excellent customer service and interpersonal skills, with the ability to communicate technical concepts to non-technical individuals;
- Familiarity with ticketing systems, knowledge bases, and remote support tools;
- Good understanding of ITIL frame work;
- Minimum of 5 years proven experience in managing an IT support center or similar technical support environment;
- Bachelor's degree in Computer Science, Information Technology, or a related field;
- Relevant certfications (e.g., ITIL, HDI) are a plus.

**Additional considerations**
- The position can be based in the company's Longueuil (Quebec) headquarters.
- This position is a M1 level.

**Our benefits**
- Competitive salary and annual bonus;
- Three weeks vacation to start and paid vacations during the holiday season;
- 100% Innergex-funded medical insurance from day one of employment, including primary care services through dialogue (or telemedicine) for permanent positions;
- Group retirement and stock purchase plans with employer participation;
- Electric vehicle (E-VIP) incentive program;
- Hybrid work model;
- Career development opportunities;
- Offices accessible by public transportation.

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