IT Support Director

Job Location

• Montreal, QC
• Quebec, QC

Date Published

02-Dec-2025

Department

Information Technology

Employment Type

Permanent

Working Arrangement

Hybrid, On-Site

Role Type

Full-Time

Ready to build your career? We want to hear from you.

Reporting to the Director of IT Operations and Information Security, the IT Support Director plays a key role in managing and engaging technical support teams across Canada. This position is aimed at an experienced leader who wants to take on challenges in a complex environment characterized by site diversity, large-scale project management, and major initiatives.

The IT Support Director works closely with the IT leadership team to ensure the quality, speed, and efficiency of services provided to users, primarily in a Microsoft environment (M365, SharePoint, Teams). They oversee teams composed of specialists, managers, and coordinators supervising multiple technicians across Canada, ensuring cohesion, engagement, and team mobilization.

Among strategic projects, they will actively contribute to the adoption of a new ServiceNow ticketing system for IT support, ensuring the solution effectively meets user and support team needs. They will promote its use, support change management, and integrate the ticketing system into daily operations.

This role offers the opportunity to actively contribute to the transformation and evolution of IT practices within an ambitious organization that values innovation, collaboration, and rigor.

What you will do

• Lead the adoption and performance of the ServiceNow ticketing system, analyzing key metrics, adjusting processes, and ensuring the solution fully meets the needs of both teams and users.
• Define and monitor strategic KPIs (resolution times, user satisfaction, recurring tickets, first-contact resolution rate) and implement continuous improvement plans.
• Act as a mentor and escalation point for critical incidents and cross-functional issues, working closely with IT architecture and engineering teams.
• Promote continuous improvement and process harmonization, contributing to the evolution of internal practices and the maturity of support services.
• Maintain strong partnerships with IT vendors and partners, ensuring service quality and compliance with contractual commitments.
• Facilitate interdepartmental communication, ensuring user needs are understood and integrated into delivered solutions.
• Create a stimulating and collaborative environment, conducive to learning, professional development, and team engagement.
• Ensure compliance with internal and external standards (ISO, audits, security), integrating best practices.
• Actively participate in technology watch, identifying opportunities to improve services and processes.
• Optimize the management of Microsoft environments (M365, SharePoint, Teams), coordinating with specialized teams and promoting adoption of collaborative tools.

This role could be for you if you have

• 15+ years of experience in Information Technology, including at least 7+ years in IT support management and coordination of multidisciplinary teams.
• Proven leadership experience: team engagement, mentoring, and indirect management through supervisors and coordinators.
• Expertise in Microsoft environments (M365, SharePoint, Teams) and knowledge of ITIL best practices.
• Experience with ticketing solutions, ideally ServiceNow, with strong ability to drive adoption and optimize processes.
• Advanced performance monitoring skills: defining and analyzing KPIs (SLA, customer satisfaction, first-contact resolution).
• Excellent communication and collaboration skills, with the ability to interact effectively with diverse stakeholders.
• Availability for occasional travel across Canada.
• Strong analytical and strategic skills, with the ability to solve complex problems and anticipate needs.

• Knowledge of compliance standards and practices (ISO, audits, security).

• Mentorship mindset and talent development, fostering an engaging and learning-oriented work environment.

Benefits

• RRSP with up to 5% employer matching

• Hybrid work model for corporate roles

• Employee stock ownership program
• Career growth through real development opportunities
• Transit pass reimbursement — get to work for free
• Minimum 4 weeks of vacation from day one

For the past four years, we've proudly held the distinction of being one of Canada's Top 100 Employers.

Pomerleau is a national leader in construction, delivering major projects across Canada. We believe in creating a workplace where people feel respected, supported, and empowered to grow. Our culture is built on collaboration, trust, and a shared commitment to doing great work. If this speaks to you, apply for this role or connect with one of our recruiters to learn how we can support you throughout the process.