Regional Deskside Support Manager

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  • Montréal, QC
  • Permanent
  • Temps-plein
  • Il y a 7 jours
Description :This bilingual opportunity is also available on MNP’s Postes avec expérience job board in French. Please submit one application only to be considered for this opportunity. Thank you.Inspirational, innovative and entrepreneurial - this is how we describe our empowered teams. Combine your passion with purpose and join a culture that is thriving in the face of change.Make an impact with our Technology – Support Services team as a Regional Deskside Support Manager. This diverse team of tech-savvy problem solvers embraces digital transformation, and the possibilities technology brings to the future of our industry. As a trusted advisor, you’ll lead a regional deskside support team while fostering strong relationships with senior leaders to ensure seamless and effective IT operations.MNP is proudly Canadian. Providing business strategies and solutions, we are a leading national accounting, tax and business advisory firm in Canada. Entrepreneurial to our core, our talented team members transcend obstacles into opportunities and are successfully transforming mid-market business practices.Responsibilities
  • Manage all aspects of IT deskside support delivery for your region
  • Develop and foster business relationships with regional business leaders, gaining an understanding of the unique business requirements of your assigned regions
  • Ensure asset management and equipment provisioning processes are being followed, and participate in annual IT equipment budgeting for offices within your region
  • Lead a team of IT Support Technicians and work closely with other groups to ensure delivery of high-quality IT services, support, and excellent customer service
  • Conduct regular team meetings to ensure alignment and collaboration
  • Develop team members' skills and career paths through comprehensive IT career development initiatives
  • Foster team growth and expertise in customer service etiquette, support best practices, technical knowledge, and SLA adherence
  • Ensure the appropriate resourcing and technical capabilities of the support team
  • Act as the hiring manager for open positions in your region
  • Manage the lifecycle of all incidents/requests within the region and serve as the escalation point for the business as it relates to incidents, requests, or unresolved issues
  • Prepare and present metrics, activity reports, and progress updates on projects and support delivery
  • Perform trend analysis of services and historical incidents to improve overall performance
  • Maintain flexibility to travel, as necessary
Skills and Experience
  • At least 3 years in an IT Manager role leading successful IT deskside support teams
  • Knowledge of ITSM/ITIL framework and best practices
  • Strong people management skills
  • Proven experience in incident management
  • Capacity to succeed in a changing, rapid growing business that fosters entrepreneurial values
  • Written and verbal French and English language skills, due to frequent collaboration with English-speaking teams/clients across Canada and some client deliverables/regulatory reporting obligation are in English
MyRewards@MNPWith a focus on high-potential earnings, MNP is proud to offer customized rewards that support our unique culture and a balanced lifestyle to thrive at work and outside of the office. You will be rewarded with generous base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, MNP University, a flexible ‘Dress For Your Day’ environment, firm sponsored social events and moreDiversity@MNPWe embrace diversity as a core value and celebrate our differences. We believe each team member contributes unique gifts and amplifying their potential makes our business stronger. We encourage people with disabilities to apply!#LI-Onsite

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