Manager, Technical Support

Novacap is a leading North American private equity investor and one of Canada’s most experienced private equity firms. Founded in 1981 to partner with visionary entrepreneurs, Novacap focuses on middle market companies in four core sectors, Technologies, Industries, Financial Services and Digital Infrastructure.

The person is the IT team’s primary support lead and day-to-day point of contact. She / he ensures high-quality end-user service (including executives / VIPs), system reliability, and a secure environment, while contributing to continuous-improvement projects. She / he excel in operations (SLAs, incidents, service requests) as well as in automation and documentation.

Key responsibilities

Support & service

• Provide Tier 1 / 2 support : take ownership of Helpdesk tickets, triage / assign, follow through to resolution, and meet SLAs.
• Deliver white-glove service to executive / VIP users with speed, professionalism, and discretion.
• Manage onboarding / offboarding (accounts, workstations, access, devices) and the IT asset lifecycle.
• Maintain and enhance the knowledge base (procedures, user guides).
• Proactively monitor email security (Proofpoint, logs) to catch and resolve false positives before impact.
• Ensure videoconference room availability (calibration, testing, on‑call support as needed).

Administration & Reliability

Experience and skills required

Key qualities sought

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