Information Technology Help Desk Manager

Helpdesk Manager - Hybrid (Contract Position) Number of Positions: 1 Duration: 12 months then FT perm conversation Location: , CA Must be eligible to work in Canada Hybrid position, must be able to work in one of the locations: Charlottetown PEI, Fredericton NB, Halifax NS, Moncton NB, Saint John NB, Sydney NS Roles and responsibilities: Be the driving force behind delivering exceptional technical support to all firm members. You will lead the Helpdesk/Operations team, ensuring that all firm members receive prompt, effective, and friendly support. Providing coaching, supporting and guidance to team members while fostering professional growth; Assigning team priorities and managing schedules for coverage; Implementing processes for incident and request management in line with ITIL v3 standards; Enhancing knowledgebase documentation for consistent issue resolution; Identifying improvement opportunities and analyzing client issues to continually enhance client service; Tracking metrics to measure team effectiveness and efficiency; Managing vendor relationships and ensuring hardware and software compliance; and, Must be available for occasional after-hours work; travel within the Atlantic Provinces will be required on a quarterly basis. Must have skills and experience: Bachelor's degree in computer science, Information Technology, or a recognized post-secondary technical diploma in a related field. Minimum of eight (8) years of related IT experience including business/client support and team leadership. Knowledge of automation technologies such as PowerShell, Power Automate or Boomi. ITIL v3 Foundation Certification. Extensive experience with core software applications, Microsoft 365 Office Applications, including Microsoft Teams, and iManage Work considered an asset. Excellent problem-solving skills and attention to detail. Strong communication and collaboration abilities including presentations to clients and senior business and technical members; and, Ability to manage expectations with peer teams and clients and handle high-pressure situations with tight deadlines.

Location: Halifax region, CA

Posted Date: 3/11/2025