IT Support Services Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee and direct daily operations of the Service Desk

• Ensure incidents and service requests are addressed within established SLAs

• Monitor ticket queues, escalations, and performance metrics of services

• Implement ITSM frameworks and uphold support documentation

• Propel continual service enhancements and automation projects

• Assess and enhance service desk systems, including AI chatbots and automated AI/rule-based classification

• Configure SLAs, reporting, and tracking systems

• Guarantee consistent service levels across different operational time zones

• Supervise Help Desk staff, contractors, and service providers

• Manage hiring, onboarding, training, coaching, and performance evaluations

• Cultivate staff skills and career development plans

• Set workload priorities and allocate resources effectively

• Oversee endpoint lifecycle management, including provisioning, deployment, replacement, and disposal

• Ensure secure and compliant access to employee tools

• Maintain Microsoft 365, Teams, laptops, mobile devices, printers, docking stations, conference rooms, and other workplace technology

• Facilitate efficient onboarding and offboarding procedures

• Maintain hardware and software inventory along with a real-time CMDB

• Measure and enhance customer satisfaction and service desk KPIs

• Identify recurring problems and implement lasting solutions

• Coordinate major incidents and manage stakeholder communications

• Ensure support processes adhere to corporate security policies

• Collaborate on access management, endpoint security, vulnerability remediation, and audit requirements

• Support GDPR, GxP, FDA 21 CFR Part 11, ISO 27001, and Cybersecure Canada initiatives

• Manage relationships with support vendors and technology partners

• Identify, negotiate, and maintain equipment-management vendors across operating countries

• Participate in software licensing and hardware procurement

• Ensure vendors comply with contractual and performance obligations

• Engage in infrastructure, security, and workplace technology projects

• Conduct operational readiness assessments for new solutions

• Support change management and user adoption initiatives

• Undertake other assigned responsibilities when qualified or adequately trained

⛳️ Requirements

• Strong leadership and coaching skills

• Excellent customer service focus

• Strong analytical and problem-solving abilities

• Effective verbal and written communication skills

• Willingness to adjust working hours to be available from 8am to 5pm EST; operations span from the west coast of North America to India (UTC-7 to UTC+8)

• Proficient in English; knowledge of French is an asset

• Capability to operate within a regulated and compliance-oriented environment

• Bachelor’s degree or equivalent in Computer Science, Information Security, or a related discipline

• 5–8 years of experience in IT support or service desk roles

• 2–5 years of experience in people management

• ITIL® Foundation Certification

• Experience with Microsoft 365, Intune, Entra ID, and endpoint services management

• Familiarity with ITIL-based service management practices

• Solid understanding of good clinical practices and relevant Health Canada and FDA regulations/guidelines

• Must be legally authorized to work in Canada

🏝️ Benefits

• Flexible work schedule

• Permanent full-time employment

• Comprehensive company benefits package

• Continuous learning and development opportunities

• Avantages sociaux complets (soins médicaux, soins dentaires, soins de la vue, REER, vacances, jours personnels, clinique médicale virtuelle, rabais sur le transport en commun, activités sociales)