The Lead, ITSM and Asset Management (known internally as Lead, IT Support Services) supports the oversight of the implementation, maintenance, and continuous improvement of IT Service Management (ITSM) processes and IT asset lifecycle management. This role ensures alignment with industry best practices (e.g., ITIL), drives operational efficiency, and supports compliance and governance across IT services and assets. This role will also manage and mentor a team of ITSM and Asset Management analysts and specialists.

Key Responsibilities:

Support the development and optimization of ITSM processes including Incident, Problem, Change, and Request Management.

Manage the LCM Partner

Manage the IT asset lifecycle, including procurement, refresh planning, deployment, tracking, inventory and disposal of hardware and software assets.

Ensure data accuracy and integrity in the Configuration Management Database (CMDB).

Collaborate with cross-functional teams to ensure service delivery meets business needs.

Monitor performance metrics and generate reports to support decision-making and continuous improvement.

Provide leadership and guidance to team members, fostering a culture of accountability and service excellence.

Ensure compliance with licensing, regulatory, and security requirements related to IT assets.

Develop and maintain effective relationships with DCC, and with industry, the Client-Partners and/or stakeholders

Other

Coordinate with vendors for technical support and on warranty claims, as required

Other duties as assigned

Qualifications:

Proven experience in ITSM and asset management roles, with leadership responsibilities.

Strong understanding of ITIL framework and ITSM tools (e.g., ServiceNow, Jira Service Management).

Strong understanding of the Microsoft Suite of products, including Azure, M365 and Intune

Experience with asset management systems and CMDB maintenance.

Excellent analytical, organizational, and communication skills.





ITIL certification and experience with audit/compliance processes are highly desirable.

Bilingual in French and English is mandatory.

SKILLS
General and Specific Knowledge

Best practices, methods, trends and legislation in information technology

Knowledge of operating systems, security protocols, hardware, software applications and cloud technologies

Project management principles

Formal Education and/or Certification(s) and Experience

Minimum: college diploma in an IT discipline with eight years' relevant experience, or the equivalent

Preferred : undergraduate degree in an IT discipline with a minimum of five years' relevant experience in IT service management and operations

Abilities

Use applicable computer software and operating systems

Write end-user instructions

Apply project management principles

DEVELOPMENT AND LEADERSHIP

Lead and manage direct reports

Provide functional advice and guidance to IT staff and DCC employees

Working Conditions:
Hybrid work environment with a minimum of 2 days in the office.

Check out your benefits
Working with us offers excellent opportunities for growth and advancement—and entitles you to one of the job market's best benefits packages valued at between 25 and 30% of your salary.

Your package includes:
Health and Wellness

100% employer-paid annual sick leave, and health and dental premiums

$400 wellness allowance to help cover expenses such as a gym membership

$2,500 for mental health services on top of regular $2,500 paramedical coverage

Telus Virtual Health Care and $750 Health Care Spending Account for some expenses not covered under provincial plans

Home and Family

Life, accidental-death, and short-term disability insurance

Enhanced inConfidence employee and family assistance program

Maternity and parental leave top-up plan to 93% of regular gross earnings for up to 37 weeks

Flexible workplace options, including $400 allowance every two years, to support working from home

Leave and Retirement

Public-service pension

Comprehensive vacation and other paid-leave plans, along with enhanced travel perks coverage

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📌 Lead, ITSM and Asset Management (Quebec City)
🏢 RPMGlobal
📍 Quebec City