Manager, IT Support
Magnet ForensicsDigital Forensics company
Waterloo, CanadaManager
In-Q-Tel
Accelerator Centre
Canadian Shield Capital
Jim Balsillie
Thoma Bravo
About the role
TL;DR
Manage a global IT support team, ensuring reliable employee support and seamless technology enablement.
- •Seeking a customer-focused Manager, IT Support to lead a globally distributed team in delivering reliable, responsive support to employees.
- •This role combines people leadership, technical expertise, and a metrics-driven approach.
- •Key Responsibilities Lead, coach, and mentor a diverse IT support team across locations and time zones.
- •Oversee employee hardware and peripheral procurement and maintain asset management practices.
- •Ensure office spaces are equipped with reliable A/V technology and support organization-wide events.
- •Improve ticket triage, prioritization, and resolution, acting as an escalation point for customer issues.
- •Use customer feedback to identify improvements and partner with cross-functional teams to resolve recurring issues.
- •Requirements Bachelor's degree in information technology, computer science, or equivalent experience.
- •Proven track record of 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 in IT equipment procurement and deployment.
- •Demonstrated experience in leveraging customer feedback to drive continuous improvement.
Required skills
Procurement