IT Help Desk Manager

Status: Full-time, Permanent Position | Location: Vaudreuil-Dorion, QC

Report To: Director of Information Systems | Service: Information Systems

Overview
Reporting to the Director of Information Systems, the IT Help Desk Manager will oversee the daily operations of our help desk, manage escalations, ensure compliance with service-level agreements (SLAs), and continuously improve processes to enhance end-user support. This role requires a strong leader with a strategic mindset to guide the team, optimize workflows, and implement best practices in IT service management. In a smaller team environment, this role may also involve hands-on technical work.

Responsibilities
Help Desk Operations & Team Management

1. Oversee the help desk function, ensuring timely and effective resolution of IT support tickets.
2. Manage and mentor Help Desk Technicians, providing guidance and professional development opportunities.
3. Ownership and administration of Fastco’s ITSM platform to streamline ticket management and reporting.
4. Ensure adequate staffing coverage for IT support during both regular and off-hours using HCM software and other scheduling tools.
5. Establish and enforce Standard Operating Procedures (SOPs) for help desk workflows, security protocols, and troubleshooting guides.
6. Analyze ticket data and user feedback to identify areas for service improvement and training opportunities.

IT Service Management & Escalations

1. Participate in the evaluation of new and existing products/vendors, with the collaboration of the Product Development, Technical Services & Sales departments.
2. Work with the planning department to identify opportunities to improve forecasting models for better product availability.
3. Work with Marketing to stay informed of ongoing sales initiatives that could lead to demand peaks and/or stock depletion.
4. Work with Product Managers and the Master Planner to review the Management forecast on new items.
5. Provide support in the S&OP cycle.

Security & Compliance

1. Ensure that all help desk procedures align with company security policies, especially when handling sensitive user data.
2. Enforce security best practices, including password management, user authentication policies, and access control procedures.
3. Stay informed about cybersecurity threats and ensure the team follows best practices for data privacy and confidentiality.
4. Conduct post-incident reviews for major issues and work towards long-term preventative solutions.

Process Improvement & Reporting

1. Continuously review and refine help desk processes to improve response times, efficiency, and user satisfaction.
2. Monitor key performance metrics (e.g., ticket resolution time, user satisfaction scores, first-call resolution rate) and provide reports to senior management.
3. Provide insights and recommendations for IT budgeting, including technology investments, staff training, and resource allocation.

End-User Support & Training

1. Ensure end-users receive high-quality technical support and customer service.
2. Develop user guides, knowledge base articles, and training sessions to empower employees to resolve common IT issues independently.
3. Gather and analyze user feedback to drive improvements in IT support services.

Required Skills & Qualifications

1. 5+ years of experience in IT support, with at least 2+ years in a leadership or management role.
2. Strong expertise in IT service management (ITSM) tools like Freshdesk, ServiceNow, or similar platforms.
3. Experience working in Active Directory, M365, Windows, Linux, and cloud environments.
4. Hands-on experience in troubleshooting network, hardware, and software issues.
5. Strong understanding of IT security best practices, compliance standards, and access control policies.
6. Experience with help desk performance metrics, reporting, and continuous improvement initiatives.
7. Excellent leadership, strategic planning, and process improvement skills.
8. Excellent communication and interpersonal skills in French, with a good command of English to facilitate collaboration between teams.
9. Ability to manage and prioritize multiple tasks, projects, and escalations in a fast-paced environment.

Preferred Qualifications

1. ITIL certification (or experience with ITIL best practices).
2. Certifications such as CompTIA, Microsoft, or similar.
3. Experience with Human Capital Management (HCM) scheduling software or similar workforce management tools.
4. SAP ByDesign or similar ERP system experience.

This position may require minimal travel.