IT Service Center Director

3 weeks ago

Brockville, Canada Groupe Leclerc Full time
SUMMARY OF THE FUNCTION

Reporting to the Senior Director of Information Technology, the IT Service Center Manager manages the activities surrounding user services and the technical services outsourcing process. He plays an important role in the service delivery strategy, and his concern for security and customer satisfaction is constant. His experience enables him to act as an expert in recommending the solutions and investments required, and in justifying them. Aware of the CYBER risk, he is highly committed to immediate proactivity and reactivity to actions required to reduce risk exposure.

RESPONSIBILITIES

Coordinate the activities of your group and ensure that projects and recurring activities are carried out efficiently; Participate in the planning and monitoring of budgets; Ensure the resolution of problems related to the systems under your responsibility; Identify opportunities for improvement and optimization of these systems; Proactively recommend technological enhancements and investments in information systems and ensure their implementation; Promote interactions and synergy between the various IT teams; Coordinate and ensure the follow-up of service agreements with external suppliers related to the technologies under your responsibility; Be responsible for the development of case studies leading to decision-making; Monitor new developments in your area of expertise and assess the relevance of these advances for the organization according to the determined business strategy; Report on the status of internal and external operational services (outsourcing) and maintain metrics such as open tickets, technician performance and SLAs; Ensure that the tools and processes put in place are respected and improved; Supervise IT technical support activities (helpdesk) and ensure customer satisfaction while respecting predefined IT norms and standards; Audit the documentation update of the user procedures, technical documentation, support processes and operations manual; Maintain close contact with customers by conducting regular satisfaction surveys.

SKILLS AND ABILITIES REQUIRED

University degree in computer science or bachelor's degree in business administration specializing in information technology; 6 to 9 years' relevant experience, including 3 as an IT support manager; Good knowledge of Windows environments, O365 and equipment lifecycle management; In-depth knowledge of the indicators and best practices required to manage your environment; Certification and/or knowledge of ITIL, CoBit Fluent in spoken and written French and English; Customer service oriented; Autonomy / Initiative / Creativity; Leadership / Ability to influence / Teamwork; Analysis / Synthesis / Judgement; Ability to solve problems / Ability to make recommendations;  Stress resistance / Time and priority management; Professional / Rigorous / Proactive and able to react quickly; Results-oriented; Ability to respect budgets and deadlines.

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