Technical Support Manager

Delan: IT talent hunters 2018-08-14
  • Offer # : 1416
  • Region : Montreal
  • Type of position : Permanent
  • Salary : To be determined


About the client



The Technical Support Manager will be responsible of the company’ IT service center




Manage the team of support analysts;

Train and develop resources;

Optimize and maintain the quality and availability of the services offered;

Establish processes that align with business needs and reach published levels of service to users;

Execute tracking and documentation of incident management and service center related queries based on ITIL standards;

Maintain an escalation and communication process with users, IT management and provider (change management, release management, issue management);

Perform quality control and monitoring of the interventions of the various support teams as well as the management of complaints.


  • 5+ years of experience in technical management
  • Experience in setting up service level under the ITIL framework
  • Experience with the Octopus ticketing system (asset)
  • Excellent knowledge of Windows environments as well as the most used services and technologies in business (Lync, Citrix, VPN, Active Directory, Microsoft Exchange etc.)
  • Proficiency of the Microsoft Office suite (Windows 7)
  • Bachelor’s degree in computer science or administration
  • Bilingual (French and English).