Manager, User Services and IT Operations

Reporting to the IT Director, the successful candidate will oversee end-user support operations and contribute to the evolution of the organization’s digital services. They will lead a team of approximately 9 employees and play a key role in enhancing the internal customer experience.

Key Responsibilities

• Lead and engage a team of approximately 9 employees responsible for Level 1 and Level 2 IT support, systems administration, cloud services, and certain cybersecurity functions;
• Improve the quality and responsiveness of user support services by implementing support best practices;
• Coach, mentor, and develop team members who already operate with a strong level of autonomy;
• Monitor incidents, service requests, and priorities to maintain high levels of internal customer satisfaction;
• Collaborate with departments across the organization to understand business needs and enhance IT tools and services;
• Participate in the deployment of new digital tools, particularly within Microsoft 365, and support the development of AI-powered solutions;
• Manage external partners responsible for Level 3 support, telephony services, and specialized technology services;
• Manage vendors through contract negotiations, performance monitoring, deliverable reviews, and recommendations when required;
• Prepare and coordinate RFPs and evaluate proposals to identify the best solutions for the organization;
• Oversee IT service delivery and ensure strong coordination between internal teams and external partners;
• Identify operational challenges, recommend practical solutions, and implement processes that improve team efficiency.

Profile Sought

• Minimum of 6 years of experience in IT support and operations;
• Demonstrated experience managing or leading an IT team;
• Experience in the public or municipal sector, ideally within a unionized environment;
• Strong knowledge of Microsoft 365 environments;
• Solid understanding of IT infrastructure, including networking, cloud computing, virtualization, and backup systems;
• Experience managing IT vendors and external technology partners;
• Strong people leadership skills, excellent communication abilities, and a customer service mindset;
• Autonomous, organized, collaborative, and able to take ownership of situations;
• Ability to understand organizational culture and build trusted relationships with internal clients and team members.

Technology Environment

• Microsoft 365
• Cisco
• Fortinet
• Nutanix
• VMware
• Veeam
• ITSM tools
• Cloud solutions
• Digital and AI tools

What Makes This Opportunity Unique

This is both a leadership and operational role. The objective is not only to manage technology, but also to develop the team, improve the user experience, and foster a strong culture of service and collaboration.

Location:

Montreal

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