Manager, IT Support
Role Summary:
We are seeking a customer-focused Manager, IT Support to lead a globally distributed team in delivering reliable, responsive support to employees. This role combines people leadership, technical expertise, and a metrics-driven approach to improving service delivery and employee experience.
What You'll Do
Customer-centric Team Leadership
Lead, coach, and mentor a diverse IT support team across locations and time zones.
Set clear priorities, provide regular feedback, and support timely, professional issue resolution.
Experience leading team across multiple time zones
Seamless Technology Enablement
Oversee employee hardware and peripheral procurement to ensure staff have the tools they need.
Maintain asset management practices that support current needs and future planning.
Ensure all shared office spaces, including meeting rooms, conference rooms, and offices, are equipped with reliable, standardized, and user-friendly A/V technology that supports collaboration and hybrid work.
Support organization wide events such as All Hands meetings and yearly kick-off with technology solutions that enable collaboration for those in office and in remote locations
Empowering Employee Experiences
Coordinate smooth employee and co-op onboarding and offboarding experiences.
Responsive Issue Resolution
Improve ticket triage, prioritization, and resolution within defined service expectations.
Act as an escalation point for customer issues, ensuring clear ownership and communication.
Continuous Improvement through Customer Feedback
Use customer feedback to identify improvements and increase satisfaction.
Partner with cross-functional teams to resolve recurring issues and implement proactive solutions.
Transparent Performance Measurement
Define and review IT support metrics to identify trends and improve service delivery.
Share performance insights, risks, and improvement opportunities with stakeholders.
What We're Looking For
Bachelor’s degree in information technology, computer science, a related field, or equivalent experience.
Experience and proven track record of successfully leading and developing customer centric IT Support process es and team
Previous experience leading IT support teams is considered an asset.
Strong technical expertise across a broad rand of IT systems, hardware and software platforms i
Experience in IT equipment procurement and deployment
Demonstrated experience in leveraging customer feedback to drive continuous improvement
Strong analytical and problem solving skills with commitment to deliver innovative solutions that enhance customer experience.
Excellent communication skills with the ability to effectively engage with customers and stakeholders and deescalate situations.
ITIL foundations certified is an asset
General office environment/Work-from-home office environment
Required to work in the office 2-3 days/week
Prolonged sitting - 6+ hours
May be required to work extra hours, including on-call support for emergencies
After hours and weekend work is required periodically
Working Conditions: