Reporting to the IT Director, the successful candidate will oversee end-user support operations and contribute to the evolution of the organization’s digital services. They will lead a team of approximately 9 employees and play a key role in enhancing the internal customer experience. Lead and engage a team of approximately 9 employees responsible for Level 1 and Level 2 IT support, systems administration, cloud services, and certain cybersecurity functions; Improve the quality and responsiveness of user support services by implementing support best practices; Monitor incidents, service requests, and priorities to maintain high levels of internal customer satisfaction; Collaborate with departments across the organization to understand business needs and enhance IT tools and services; Participate inthe deployment of new digital tools, particularly within Microsoft 365, and support the development of AI-powered solutions; Manage external partners responsible for Level 3 support, telephony services, and specialized technology services; Manage vendorsthrough contract negotiations, performance monitoring, deliverable reviews,



and recommendations when required; Oversee IT service delivery and ensure strong coordination between internal teams and external partners; Minimum of 6 years of experience in IT support and operations; Demonstrated experience managing or leading an IT team; Experience in the public or municipal sector, ideally within a unionized setting; Strong knowledge of Microsoft 365 environments; Solid understanding of IT infrastructure, including networking, cloud computing, virtualization, and backup systems; Experience managing IT vendors and external technology partners; Strong people leadership skills, excellent communication abilities, and a customer service mindset; Microsoft 365 Digital and AI tools The objective is not only to manage technology, but also to develop the team, improve the user experience, and foster a strong culture of service and collaboration. We subscribe to the principle of employment equity and guarantee the confidentiality of your application. #

📌 Responsable de Service Manager IT H/F (Canada)
🏢 JUMP Canada
📍 Canada