IT Supervisor

Role Purpose

Own the reliability,responsiveness, and quality of RIMEX’s day-to-day IT services worldwide. Leadthe service desk and field support, keep endpoints compliant and protected,

manage identity and access, coordinate networks / telephony / CCTV, and drive ITIL practices

(Incident / Request / Change / Problem / Asset). This role frees the Director to

concentrate on enterprise cybersecurity, modernization, and TyreSense

technology roadmap.

Key activities : The key

activities and areas of responsibility :

World-class

service operations : Stabilize SLAs (response, resolution), reduce backlog / MTTR,

and lift CSAT across regions. Ticketing is centralized via our help desk

portal.

Endpoint

health at scale : Raise patch compliance and device compliance; standardize

imaging, joining, and policy baselines for Windows and mobile.

Identity

& access hygiene : Tighten joiner / mover / leaver execution with HR and

regional managers; eliminate stale access and unused shared mailboxes.

Resilient

sites & branches : Stand up and maintain branch kits (network, Wi‑Fi,

firewalls, phones, printers, CCTV) for new or expanding sites.

Telephony

& collaboration : Keep VOIP provisioning and changes flowing quickly and

accurately, with approvals routed to the right stakeholders.

Security

operations partnership : Ensure endpoint protection coverage and enforce

security policies and password‑manager adoption; provide audit‑ready operations

evidence.

Policy

implementation : Operationalize controls and access procedures in line with

regional laws and RIMEX policies.

Program

support : Provide operations support to ERP and TyreSense integration work

(access, environments, device / app readiness, cutovers).

Working Model

• Hybrid with regional flexibility;

support a global footprint and occasional after‑hours for cross‑time‑zone

changes; limited travel for branch builds and audits.

Education and Training

Completion

of IT-related post-secondary certificate or diploma program

IT

related training or certifications

Advanced

certifications and / or university degree considered an asset

Technical Skills

Service leadership & people

management : Lead

the global IT service desk and field support; coach analysts, manage

schedules / on‑call, and handle escalations.

Establish

and run ITIL processes (Incident / Request / Change / Problem) and asset lifecycle.

Drive SOPs and knowledge base quality.

Endpoint, identity, and collaboration :

Own

varies of OS deployment standards, patching cadence, device compliance, and

secure configuration baselines.

Manage

identity & access, shared resources, and mailbox health; reduce generic

mailboxes and mailbox quota issues.

Network, telephony, and site

technology : Coordinate

branch networks (switching / Wi‑Fi) and firewalls; stage ‘branch‑in‑a‑box’ kits

for new locations and expansions.

Administer

VOIP numbers, users, and devices under business approvals and cost controls

Oversee

printers / MFDs and secure printing posture with reporting (not per‑job

approvals) to control cost without friction.

Coordinate

CCTV rollout / maintenance and ensure footage access is restricted per policy.

Security & compliance

collaboration : Partner

with security on endpoint protection coverage, vulnerability / patch cadence, and

evidence generation for audits.

Enforce

acceptable‑use practices and support regional legal / policy adherence in daily

operations

Vendor, tooling & cost

management : Lead

help desk / ticketing licenses and vendor access; track utilization and recommend

pruning or reallocations to control spend.

Coordinate

keep stakeholders CC’d by location.

Projects & enablement :

Provide

the operational spine for ERP transformation and TyreSense program work :

access, device readiness, user onboarding, and environment logistics across

time zones.

Support

training / rollouts (e.g. device constraints for specialized tooling).

Success Metrics (Examples) :

First‑response

and resolution SLAs by priority met ≥95%; backlog

Patch

compliance ≥95% within SLA; device compliance ≥95%.

Endpoint

protection coverage ≥99%; zero critical coverage gaps.

Onboarding

lead time ≤5 business days from approved request; leaver access removal ≤24

hours.

Site

readiness : new / expanded branches delivered to run‑book standard on time

Ticket

CSAT ≥4.6 / 5 across regions.

Qualifications

Must‑have

3-5+

years in IT operations with 1+ years leading a service desk or field support

team in a multi‑site environment.

Hands‑on

depth with modern endpoint management, identity, and collaboration (Identity,

mobile management, patching, imaging).

Practical

network / firewall / Wi‑Fi, printers / MFDs, and cloud telephony administration in

production settings.

Proven

ITIL process execution and KPI ownership.

Strong

stakeholder communication across operations, HR, finance, and regional branch

leadership.

Nice‑to‑have

Exposure

to endpoint protection platforms and working with security counterparts.

Experience

supporting ERP programs and / or product / OT integrations.

Career Attributes

In

combination with excellent technical skills, team members demonstrate the

following attributes :

Ability

to take on projects through to completion

Thrives

on helping people resolve technical issues

Understands

and values best practices and standards

Follows

established procedures and methodologies

Committed

to professional development

Reliable

and motivated when working independently

Proactive

and readily takes initiative

Demonstrates

sound judgment and makes good decisions

Has

strong written and oral English communication skills

Work Environment

Standard

office setting with frequent access to an industrial environment

Occasional

travel to branches in Canada & USA as required

Vehicle

and valid drivers’ license required

Benefits