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Service Desk Manager

4 months ago

Quebec City, Canada EightSix Network Full time

Job Description

TALTEK cherche à combler le poste suivant pour l’un de ses clients :

Permanent : Gestionnaire – Opérations d’infrastructure et centre d’appels

À PROPOS DU CLIENT

· Organisation canadienne ; 4 employés

· Secteur publique/éducation

RÉSUMÉ DU POSTE

Sous l'autorité du directeur.trice adjoint.e de l'infrastructure informatique, le/la gestionnaire de l'infrastructure et du support technique est chargé(e) de la gestion de l'infrastructure informatique de l'entreprise, ainsi que de la supervision des opérations et du service d'assistance technique. Le poste comprend la responsabilité de l'acquisition, de la mise en œuvre, de la maintenance, de l'optimisation et de la sécurité de l'infrastructure informatique, y compris le réseau de fibre optique, les télécommunications, l'infrastructure de serveur et de stockage, les réseaux câblés et sans fil, la téléphonie IP et le parc informatiques (par exemple, ordinateurs de bureau, tablettes, téléphones, IoT).

RESPONSABILITÉS

Le/La titulaire de ce poste est chargé(e) des responsabilités suivantes:

· La gestion du cycle de vie des actifs, les relations avec les fournisseurs, la gestion de projet et le contrôle de la qualité.

· La sécurité, l'intégrité et la haute disponibilité de l'infrastructure informatique.

· Le/La titulaire de ce poste est chargé(e) des responsabilités suivantes

· Le maintien des services aux utilisateurs, tels que le centre d'appels, la gestion des incidents et des problems

· La participation à la stratégie infonuagique, y compris les plans d'adoption de l'infonuagique, la conception, le déploiement et la surveillance

· La collaboration active aux projets lancés par d'autres départements qui ont des incidences importantes sur les technologies de l'information ou qui requièrent une expertise en la matière, en veillant à l'alignement sur les capacités et les stratégies des services informatiques.

· La mise en œuvre de lignes directrices et de procédures alignées sur les cadres et les meilleures pratiques en matière de sécurité de l'information.

· L’application des normes, directives, lignes directrices et recommandations émises par les ministères compétents (par exemple, MEQ, COCD, MCN) afin d'assurer la conformité.

· La gestion, l'encadrement et le développement du personnel sous sa supervision, ainsi que le développement et la mise en œuvre de la gouvernance.

· Le suivi des tendances émergentes (veille technologique), des normes, des technologies de nouvelle génération et des meilleures pratiques dans un esprit d'amélioration continue.

EXIGENCES

· Diplôme d'études collégiales (DEC) dans un domaine pertinent (gestion des services informatiques, ingénierie informatique ou domaine similaire de préférence) ET six années d'expérience pertinente.

· Un diplôme de premier cycle dans un domaine d'études pertinent, de préférence en systèmes d'information, en ingénierie informatique ou en sécurité de l'information, est considéré comme un atout.

· Excellente maîtrise de l'anglais et du français, tant à l'oral qu'à l'écrit.

· Maîtrise du cadre de gestion des services ITIL

· Certifications techniques (par exemple, CCSP, CCNA, Microsoft Certified Professional, CompTIA Security, etc.) et/ou managériales (CGEIT, ITIL, PMP, etc.) un atout.

· Expérience de la suite d'applications GRICS, Microsoft, y compris M, Azure, Extreme et Fortinet, un atout.

· Compétences créatives et innovantes en matière de résolution de problèmes et de communication

· Expérience de la recherche et de l'évaluation d'une variété de produits, de services et de pratiques informatiques

· Compréhension experte des technologies pertinentes et émergentes et des tendances du secteur

· Excellentes compétences en matière de leadership (communication, délégation, développement du personnel, relations avec les employés)

· Capacité à établir des priorités, à effectuer plusieurs tâches à la fois et à travailler en équipe avec un minimum de supervision.

· Solides compétences en matière de communication technique et non technique : capacité à vulgariser des concepts techniques à des publics variés.

· Anglais requis – ce rôle nécessite un travail fréquent avec des équipes situées au Québec et à l’extérieur du Québec.

· Mode hybride – Bureau de Montréal

À PROPOS DE TALTEK

TALTEK est une société de placement et de conseil en technologie de l’information. Chez TALTEK, nous nous engageons à offrir le meilleur niveau de service à nos clients et candidats. Notre approche est humaine et nos valeurs sont : la transparence, l’intégrité et le respect.

___________________________________

TALTEK is looking to fill the following position for one of its clients:

Permanent: Infrastructure Operations and Service Desk Manager

ABOUT THE CLIENT

· Canadian Organization; 4, employees

· Public sector/education

JOB SUMMARY

Under the authority of the Assistant Director of IT Infrastructure, the Infrastructure and Service Desk Manager assumes management responsibilities for enterprise infrastructure, operations, and Service Desk. The position includes responsibility for the acquisition, implementation, maintenance, optimization and security of IT infrastructure, including fiber optics network, telecommunications, server and storage infrastructure, wired and wireless networks, IP telephony and IT devices (e.g., Desktops, tablets, phones, IoT).

RESPONSIBILITIES

The incumbent is responsible for:

· Asset lifecycle management, vendor relations, project management and quality control.

· The security, integrity, and high availability of IT infrastructure.

· Daily operations, including software and hardware procurement, contracting and licensing.

· User services such as the Help Desk, incident, and problem management.

· Participation in the cloud computing strategy, including cloud adoption plans, design, deployment, and monitoring.

· Active collaboration in projects initiated by other departments that have significant IT impacts or require IT expertise, ensuring alignment with IT capabilities and strategies.

· Implementation of guidelines and procedures aligned with Information Security frameworks and best practices.

· Applying standards, directives, guidelines, and recommendations issued by relevant governing bodies (e.g., COCD, MCN, Audit Committee) to ensure compliance.

· Management, coaching and development of the personnel under their supervision and development and implementation of governance.

· Monitoring of emerging trends, standards, next generation technologies and best practices in the spirit of continuous improvement.

REQUIREMENTS

· Diploma of Collegial Studies (DEC) in a relevant field (IT Service management, computer engineering, or a similar field preferred) AND six years of relevant experience

· Undergraduate degree in a relevant field of study, preferably in Information Systems, Computer Engineering or Information Security, is considered an asset

· Excellent English/French language skills, both oral and written

· Proficiency with ITIL Service Management Framework

· Technical (e.g., CCSP, CCNA, Microsoft Certified Professional, CompTIA Security, etc.) and/or Managerial Certifications (CGEIT, ITIL, PMP, etc.) an asset

· Experience with GRICS suite of applications, Microsoft technologies including M, Azure, Extreme and Fortinet technologies, an asset

· Creative and innovative problem-solving and communication skills

· Experience researching and evaluating a variety of IT products, services and practices

· Expert understanding of relevant and emerging technologies and industry trends

· Excellent leadership skills (communication, delegation, staff development, employee relations)

· Ability to prioritize, multi-task and work as part of a team with minimal supervision

· Strong technical and non-technical communication skills: familiarity with presenting and explaining technical concepts to a variety of audiences

· English required - This role requires frequent work with teams located outside Quebec and being able to communicate with them both orally and in writing

· Hybrid mode – Montreal office

ABOUT TALTEK

TALTEK is an information technology placement and consulting firm. At TALTEK, we are committed to offering the best level of service to both our clients and candidates. Our approach is human and our values are: transparency, integrity and respect.

Requirements:

Work Permit