Manager, IT Support

IT - Application & Software Development
Toronto, ON
Permanent
May 27, 2022

Our client…

Our client, a global asset management firm, is looking for a Manager of IT Operations, who is used to working in a large, complex environment. They will lead as a thought partner for customer groups, advise on business requirements, and implement and maintain functionality to support service delivery and alignment of teams where multiple services/systems come together for client users. 

What’s in it for you?

You would be joining a dynamic organization in downtown Toronto, that embraces cutting edge technology to drive their business vision.  In addition to a generous compensation package, our client empowers its teams to harness new ideas, and allows staff unleash their imaginations to create innovative products and services to improve services and respond to customer needs.

Responsibilities:

  • Lead, coach and train a team of team lead and technical support specialists to ensure the team is consistently delivering products & services up to the expected standards, always working on the highest priority deliverables.
  • Takes responsibility for any issues or problems within the team and makes sure they are dealt with appropriately and in a timely manner.
  • Makes sure the team understands and adheres to departmental policies and procedures.
  • Documentation and continuous improvement of department policies and procedures.
  • Ensure all processes are maintained, reviewed, and updated to SharePoint on a regular basis.
  • Demonstrates accountability for progress of work in-scope for the team and its alignment to department strategy.

Must Have:

  • Bachelor’s degree in computer science, business computing or a related field, or equivalent combination of education, certification, and experience.
  • Experience with ITIL v3 would be preferred (ITIL practitioner certification).
  • Minimum of 8 years of experience working in a Customer Service Role and Service Desk Tier II or IT Security capacity and minimum of 5 years’ experience in a supervisory/management role.
  • Experience in a related role requiring, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and software.
  • Have baseline knowledge of Active Directory as used for authentication.
  • High degree or familiarity with some or all of the following technologies: Windows 7/8, OSX, iOS, Microsoft Office, Internet Browsers, Local Account Management, Installs and removals, Registry, Command line, Service management systems, System Management Tools, VPN, RSA and Citrix Receiver
  • High degree or familiarity with some or all of the following hardware: Desktop / Laptop, iPad, iPhone, Android Phones, Printers, Video Conferencing equipment, Cisco IP phones

 

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