2 месяца назад
Manager, IT Support
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Manager, IT Support (IT Operations): Leading a globally distributed IT support team and improving employee technology enablement with an accent on hardware procurement, asset management, onboarding, and responsive issue resolution. Focus on optimizing ticket triage, measuring service performance, supporting hybrid workplace technology, and driving continuous improvement through customer feedback.
Location: Waterloo, Ontario, Canada. Hybrid work with required office attendance 2–3 days per week; periodic after-hours and weekend on-call support may be required.
Company
develops software and technology solutions for digital investigations and forensic work.
What you will do
- Lead, coach, and mentor a diverse IT support team across locations and time zones.
- Set priorities, provide feedback, and ensure timely, professional issue resolution.
- Oversee employee hardware and peripheral procurement, deployment, and asset management.
- Equip shared office spaces, meeting rooms, and conference rooms with standardized audiovisual technology supporting hybrid collaboration.
- Coordinate employee and co-op onboarding and offboarding, including technology support for organization-wide events.
- Improve ticket triage, escalation handling, service metrics, and support processes using customer feedback and cross-functional collaboration.
Requirements
- Bachelor’s degree in information technology, computer science, a related field, or equivalent experience.
- Proven experience leading and developing customer-centric IT support processes and teams.
- Strong technical expertise across a broad range of IT systems, hardware, and software platforms.
- Experience with IT equipment procurement and deployment.
- Strong analytical, problem-solving, communication, and stakeholder-management skills, including the ability to de-escalate situations.
- Ability to work in the Waterloo office 2–3 days per week and periodically provide after-hours or weekend support.
Nice to have
- Previous experience leading IT support teams.
- ITIL Foundation certification.
Culture & Benefits
- Focus on continuous learning and employee development.
- Commitment to diversity, inclusion, accessibility, integrity, empathy, and respect.
- Work environment includes both a general office and work-from-home setting.
- Employment is contingent on satisfactory completion of a background check.
Hiring process
- Applicants may request accommodation throughout the hiring process.
- Employment offers are subject to a background check conducted in accordance with applicable laws.
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