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 inthe 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 vendorsthrough 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 UniqueThis 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
We subscribe to the principle of employment equity and guarantee the confidentiality of your application.
#J-18808-Ljbffr