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

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

IT Service Management & Escalations

Security & Compliance

Process Improvement & Reporting

End-User Support & Training

REQUIRED SKILLS & QUALIFICATIONS

PREFERRED QUALIFICATIONS

This position may require minimal travel.

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