Bilingual IT Service Manager

  • Location

    Montreal, Canada

  • Sector:

    IT Support & Tech

  • Job type:

    Permanent

  • Contact:

    Lorena Perry

  • Job ref:

    15125

  • Published:

    4 months ago

  • Duration:

    0.0

  • Expiry date:

    2021-08-25

  • Startdate:

    2021-05-31

Job Title: Bilingual IT Service Manager
Type: Permanent
Location: Montreal, QC

Job Description

The IT Service Manager responsible for overseeing the day-to-day activities of service-desk operations and technical team assignments to tickets and projects. They ensure users and business teams receive the technical services and support they require. The role is part general management, part service operations and part special projects – the IT Service Manager wears many hats. The IT Service Manager is also expected to handle priority tickets and manage major incidents. In addition to managing a staff of diverse technical resources such as server specialists, network specialists, and end-user system technical experts, the service desk manager also monitors operations to make sure tickets are properly triaged, assigned, and addressed in a timely manner. The IT Service Manager will also be responsible for system availability within our data center, leveraging monitoring and alerting systems to proactively identify capacity/performance challenges and any risks to systems stability and availability. The IT Service Manager will work with the technical team to support troubleshooting and root problem identification activities, working to develop these skills within the technical team and drive resource efficiency. The IT Service Manager is responsible to manage all aspects of technical services delivery to meet or exceed established Service Level Agreements.

IT Service Manager Job Duties

  • Assigns technical staff to tickets and projects, matching team members skills, abilities, and interests to each job assignment
  • Works with technical team members to define personal development plans to expand and improve their skills and technical knowledge
  • Responsible for performing triage on incoming technical service requests to assure efficient resolution times and optimal technical team member assignments.
  • Assures tickets are addressed and closed in a timely manner while always striving to meet or exceed customer expectations
  • Responsible for managing tickets directly when short-staffed or during peak periods
  • Offers innovative technical solutions that meet both organizational and client needs while remaining cost effective
  • Manages and assesses the performance of technical staff members
  • Reviews and approves weekly time sheets for technical staff
  • Identifies staffing needs and is involved in the technical resource hiring process
  • Identifies and communicates opportunities for sales of products and services to existing clients through daily service and support activities
  • Establishes, maintains, and evolves trust relationships with clients
  • Keeps up to date on evolving technologies and stays abreast of IT industry trends
  • Coordinates troubleshooting, support, and service efforts for networks, servers, and other IT systems when necessary
  • Upholds high standards of customer service and supports activities associated with the measurement of client satisfaction
  • Attends industry events and trade exhibitions to learn about cutting edge product releases and news

Technical Knowledge and Skills Required

  • Microsoft products including Office 365, Windows Server, Windows 10, Azure, Exchange, and Active Directory / Domain Controllers
  • Networking technologies including firewalls, routers, switches, B2B and Client VPNs, and Wi-Fi Access Points
  • Virtual Host / Hypervisor technologies, including VMware, HyperV, Citrix, etc.
  • Basic VOIP technology knowledge, preferable knowledge of provisioning, virtual PBX configuration, call flow configurations, etc.
  • Storage Systems, including SAN and NAS technologies
  • Backup solutions
  • Knowledge of Cybersecurity best practices

Competencies

  • Management
  • Professionalism
  • Leadership
  • Decision Making
  • Teamwork
  • Communication
  • Critical thinking and problem-solving
  • Responsibility and accountability
  • Results Oriented
  • Stress Tolerance
  • Relationship builder
  • Organization
  • Flexible
  • Initiative
  • Coaching and mentoring
  • Trustworthiness
  • Multi-tasker
  • Detail oriented
  • Quick learner and adaptable

Requirements

  • Employment experience: 5+ years providing IT technical services
  • 2-3 years of IT service management or team lead experience
  • Excellent customer service skills: Strong interpersonal skills required to effectively communicate with team, users, and vendors
  • Bilingual (French and English), written and spoken
  • Develop and maintain system documentation and procedures
  • Experience in formulating policy, developing, and implementing new strategies and procedures
  • Must be well spoken, outgoing, organized, and detailed-oriented
  • Advanced desktop, server, LAN, and WAN troubleshooting and maintenance knowledge
  • Reliable transportation required