Objective of the Position:

Keywords Montreal has an excellent opportunity for an experienced IT Helpdesk Supervisor who will become part of the Americas Regional IT team. The selected candidate will oversee all Montreal Helpdesk staff and will be responsible for ensuring end users are receiving the appropriate levels of assistance.

Responsibilities and Main Tasks

Helpdesk Management 70% of time:

  • Assist in the development and monitoring of SLAs to establish problem resolution and service request expectations.
  • Manage IT Helpdesk ensuring adequate staffing of resources, managing ticket priorities, ensure that SLAs are respected, etc.
  • Identify gaps and establish plans and process improvements on Helpdesk templates and design, escalation processes, etc.
  • Manage a team of IT technicians including recruitment, scheduling, vacation management, working hours approval, performance reviews and appraisals, disciplinary, and also identifying training and development needs.
  • Ensuring all processes and procedures are documented and kept up to date.
  • Develop and manage relationships with the production support team in order to give the best possible experience to the end user, defining and creating visibility on tasks that are performed by IT or the production support team.
  • Identify, recommend, develop, and implement end user training programs to increase self-sufficiency. Help increase end user productivity through better use of IT services and applications.
  • Develop and manage relationships with the IT Admin team in order to give the best possible experience to the end user, defining and creating visibility on tasks that are performed by Helpdesk or IT teams.
  • Conduct research on emerging products, trends, standards, and services in support of service desk technologies and services.
  • Track and analyze service level trends in Helpdesk requests and response times, generate weekly/monthly reporting for Management and provide improvement recommendations.
  • Representing Helpdesk in IT/OPs meetings.
  • Report and escalate to the IT leadership as needed.
  • Any other tasks, as assigned by IT Management.

IT Coordination 30% of time:

  • Manage IT related purchasing (quoting, processing POs, order tracking, managing invoices with Finance, etc.)
  • Manage contracts, tracking expiry dates and processing renewals.
  • Manage floor communications, outage notifications, outage management, and answering IT common mailbox.
  • Manage licenses (purchases, assignment, tracking, and reporting) to ensure compliance and efficient utilization – provide weekly/monthly reports to Management.
  • Any other tasks, as assigned by IT Management.

Requirements

Required Profile and skills

  • Three or more years in IT Helpdesk management role – proven track record of delivering upon SLAs, Helpdesk deliverables and team management duties.
  • Ability to lead and motivate a team.
  • Extensive knowledge if computer hardware, software, Microsoft desktop and related applications.
  • Knowledge of MS AD, GPO, Exchange account management, end user provisioning, Windows registry, file and folder security, etc.
  • Familiarity with Helpdesk tools and processes, as well as with Incident and Service Request processes.
  • Customer-focused mindset – excellent interpersonal skills.
  • Adaptability to any given situation.
  • Able to tolerate stress, and effectively prioritize and execute tasks in a high-pressure environment.
  • Excellent written and verbal communication skills (French and English).
  • Experience with Excel (pivot tables, etc.) and reporting tools.
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