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Montreal, Canada

Keywords Studios Montreal is looking for an IT Support Manager to join our IT Support team.

The Montreal IT Support Manager will manage and lead the Montreal IT Support/Helpdesk Team with proven management experience, excellent communication skills, and an ability to build, lead and manage a front-line, customer-focused service and support delivery team.

Specifically, this person will improve the quality of our IT support in Montreal through industry best-practices, technical situational-awareness, project management and team building expertise. Key responsibilities will include management of the Help Desk System, workload coordination and oversight, value-add opportunity assessment on existing tasks and deliverables, ensuring that IT is delivering superior IT Support to the various Montreal production and business verticals, and driving measurable efficiency gains across the department.

Finally, the person will ensure tight collaboration and coordination with the other IT verticals, both regionally and globally, while understanding and driving solutions for the needs of the Montreal production and business verticals.

Understand the requirements of the organization and plan, design, and mentor the Montreal IT Support Team in operationalizing and optimizing its processes
Provide leadership to the Montreal IT Support Team members and their projects, using industry standard principles for continuous delivery of value
In concert with the Regional IT and Global InfoSec Teams, design specifications and drive initiatives for continually improving security and protecting both corporate and especially customer information and assets
Communicate regularly with the key Montreal Production/Business stakeholders
Participating in weekly/monthly meetings with Production, support groups and all staff to align and share IT initiatives
Collaborate with the Regional IT team as well as key Montreal business stakeholders to find new tools and solutions to solve challenges and deliver on business needs
Recommend proper software and hardware solutions to solve for concrete business needs
Coordinate and negotiate with hardware and software suppliers; submit purchase orders and provide follow-up on timelines and deliveries
Coordinate and validate inventory management efforts
Manage end user software and hardware inventory ensuring compliance with licensing contracts or commitments
Coordinate and participate in troubleshooting of hardware and software issues
Continually review and improve internal processes (e.g., user onboarding experience) and drive automation wherever possible
Manage staffing in a multiple shift environment ensuring support availability to meet Production needs
Mentoring and coaching of employees; coordinate training opportunities
Ensuring proper development, publication, and maintenance of Team documentation
Working with Production and other support groups to establish SLA’s and periodically reviewing them
Provide timely reporting on Team performance (KPIs, QBRs, etc.)

Requirements

Demonstrated experience in leading and mentoring distributed, cross-functional project teams, adjusting and setting priorities to meet deadlines, and managing staff in an enterprise environment
Previous experience in Gaming / Entertainment’s industry is an asset
Strong skills in establishing and maintaining effective working relationships with other IT teams and production leadership
Excellent interpersonal skills
Strong written and verbal communication skills, including presentation experience
Ability to work independently and be self-motivated to drive projects to successful completion
Expertise in identifying problems in the existing systems and able to provide suitable solutions
Regularly update knowledge about the new and advanced technologies available in the market and use these technologies in solutions applicable to real world challenges
Sound knowledge of the software and hardware used in corporate IT environments
Basic or advanced understanding of Agile & Lean principles an asset
Advanced industry certifications from recognized vendors plus 6+ years of experience managing a large IT support/helpdesk team
ITIL or other advanced certification
Experience with enterprise ticketing systems

Benefits

Our employees are our most valuable resource; therefore we provide them with a competitive compensation package commensurate with skills and experience, excellent benefits, high level of job satisfaction and a casual and fun work environment.

Keywords International is dedicated to following a well-established Equal Opportunities Policy. We endeavour to create a workplace which provides for equal opportunities for all employees and potential employees.

Role Information: EN

Studio: Keywords Studios

Location: Americas, Canada, Quebec, Montreal

Area of Work: IT & Infosec

Service: Support Services

Employment Type: Permanent, Full Time

Working Pattern: In-Office

Estimated Salary range:

Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $65,000 - $80,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.

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