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 that incidents and service requests are addressed within established SLAs

• Supervise ticket queues, escalations, and metrics related to service performance

• Execute ITSM frameworks and uphold support documentation

• Propel initiatives aimed at continual service improvement

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

• Develop and implement SLAs, reporting, and tracking systems

• Guarantee uniform service levels across all operational time zones

• Manage Help Desk team members, contractors, and service providers

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

• Cultivate staff skills and create career development plans

• Set workload priorities and distribute resources effectively

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

• Ensure secure and compliant access to necessary employee tools

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

• Facilitate efficient employee onboarding and offboarding

• Keep track of hardware and software inventory and establish a real-time CMDB as a single source of truth

• Assess and enhance customer satisfaction and service desk KPIs

• Identify recurring problems and implement lasting solutions

• Advocate for automation and manage major incidents and stakeholder communications

• Ensure support processes align with corporate security policies

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

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

• Manage relationships with support vendors and technology partners

• Identify and negotiate with employee equipment-management vendors across operational countries

• Participate in software licensing, hardware procurement, infrastructure, security, and workplace technology projects

• Provide operational readiness assessments and facilitate change management and user adoption

⛳️ Requirements

• Strong leadership and coaching skills

• Excellent customer service focus

• Robust analytical and problem-solving capabilities

• Proficient verbal and written communication, with the ability to simplify technical terminology for non-technical audiences

• Willingness to adjust working hours based on candidate location and availability from 8am to 5pm EST

• Proficient English communication skills (written, spoken, and comprehension); French is a plus

• Ability to thrive in 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 managing Microsoft 365, Intune, Entra ID, and endpoint services

• Familiarity with ITIL-based service management practices

• Good understanding of Good Clinical Practices and relevant Health Canada and FDA regulations/guidelines

🏝️ Benefits

• Flexible work schedule

• Permanent full-time position

• Comprehensive company benefits package, including medical, dental, vision, RRSP, vacation, personal days, virtual medical clinic, public transit discounts, and social activities

• Continuous learning and development opportunities

• Attractive opportunities for advancement

• Engaging work environment