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 environment

- Solid 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 (Winnipeg)
🏢 JUMP Canada
📍 Winnipeg