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

• Participate in the evaluation of new and existing products/vendors, with the collaboration
  of the Product Development, Technical Services & Sales departments.
• Work with the planning department to identify opportunities to improve forecasting
  models for better product availability.
• Work with Marketing to stay informed of ongoing sales initiatives that could lead to
  demand peaks and/or stock depletion.
• Work with Product Managers and the Master Planner to review the Management forecast
  on new items.
• Provide support in the S&OP cycle.

Security & Compliance

• Ensure that all help desk procedures align with company security policies, especially when handling sensitive user data.
• Enforce security best practices, including password management, user authentication policies, and access control procedures.
• Stay informed about cybersecurity threats and ensure the team follows best practices for data privacy and confidentiality.
• Conduct post-incident reviews for major issues and work towards long-term preventative solutions.

Process Improvement & Reporting

• Continuously review and refine help desk processes to improve response times, efficiency, and user satisfaction.
• Monitor key performance metrics (e.g., ticket resolution time, user satisfaction scores, firstcall resolution rate) and provide reports to senior management.
• Provide insights and recommendations for IT budgeting, including technology investments, staff training, and resource allocation.

End-User Support & Training

• Ensure end-users receive high-quality technical support and customer service.
• Develop user guides, knowledge base articles, and training sessions to empower employees to resolve common IT issues independently.
• Gather and analyze user feedback to drive improvements in IT support services.

REQUIRED SKILLS & QUALIFICATIONS

• 5+ years of experience in IT support, with at least 2+ years in a leadership or management role.
• Strong expertise in IT service management (ITSM) tools like Freshdesk, SeviceNow, or similar platforms.
• Experience working in Active Directory, M365, Windows, Linux, and cloud environments.
• Hands-on experience in troubleshooting network, hardware, and software issues.
• Strong understanding of IT security best practices, compliance standards, and access control policies.
• Experience with help desk performance metrics, reporting, and continuous improvement initiatives.
• Excellent leadership, strategic planning, and process improvement skills.
• Excellent communication and interpersonal skills in French, with a good command of English to facilitate collaboration between teams.
• Ability to manage and prioritize multiple tasks, projects, and escalations in a fast-paced environment.

 

PREFERRED QUALIFICATIONS

• ITIL certification (or experience with ITIL best practices).
• Certifications such as CompTIA, Microsoft, or similar.
• Experience with Human Capital Management (HCM) scheduling software or similar workforce management tools.
• SAP ByDesign or similar ERP system experience

 This position may require minimal travel.