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Helpdesk Director

Fed IT

This is a Contract position in Montreal, QC posted September 11, 2022.

We are looking for a Support Manager for one of our clients. This is a permanent position, salary between $130,000 and $150,000 depending on experience. This position is available in a hybrid format.

Reporting to the CIO in Toronto, your main duties and responsibilities, with a team of 25 people including 2 managers will be to:

* Act as the primary IT contact and ultimately resolve technology issues for the Montreal office
* Collaborate with the CIO to ensure that existing operational budgets are controlled, managed and monitored, and participate in the planning cycle to develop the budget for the upcoming year
* Develop and implement IT policies and procedures required for end-user services, including those related to desktop and AV engineering and support, as well as departmental standards, purchasing and procurement
* Lead the deployment, monitoring, maintenance, development, upgrade and support of all end-user computing systems including desktop related technologies (SCCM, Intune, Citrix, etc.)
* Assume overall management responsibility for telephony, AV, mobility, remote access and all desktop and laptop operating systems, etc.
* Develop and maintain firm-wide service level agreements (SLAs) for the technical support center and desktop support
* Ensure that the end user IT services team achieves the agreed upon level of service quality when handling each incident, issue or request
* Direct IT staffing, including recruitment, supervision, scheduling and career advancement
* Establish and maintain regular written and face-to-face communications with senior management, department heads and organizational end users regarding relevant IT operations
* Manage and advise direct reports and support team management across offices
* Travel between offices to be expected, particularly between Toronto and Montreal
* At least five (5) years of senior management experience in a position managing a team of at least 20 people
* Degree in Information Technology or Computer Science and/or related equivalent work experience
* Extensive technical knowledge of desktop and laptop computers, server operating systems and personal computers
* Experience in making presentations to senior management
* Ability to plan, implement and support transformation initiatives and deliver projects on time and on budget
* Experience leading IT operations and knowledge of applicable data privacy practices, as well as system security and related laws regarding technology infrastructure
* Bilingualism in written and spoken French and English

Package

Salary: 130000-150000