IT End User Support Manager

Overview
At KPMG in Canada, our people bring their unique perspectives to Canada's most important challenges. Here, you can build momentum that reaches beyond our business, develop skills for the future, and take ownership of your career with support at every stage. Join a firm where your career can make a difference.

Due to growth and internal movement, we have an exciting opportunity for an IT End User Support (EUS) Manager to join KPMG's ITS team in Montreal. The role is primarily onsite and is located at our downtown Montreal office - 600 boulevard de Maisonneuve, Suite 1500, Montreal, H3A 0A3. Reporting to the incumbent End User Support lead, the candidate will manage a team of onsite and remote Support Analysts while being responsible for the delivery of Tier 1 & 2 IT support services to 2000+ Quebec users.

What you will do

• Oversee and coordinate the daily operations of the Quebec offices End User Support team, ensuring timely and effective resolution of technical issues
• Provide Enhanced IT Support to Quebec firm leadership which is primarily based in the downtown Montreal office
• Manage the IT desktop asset life cycle and accounting for all assets, including dispatch and disposal
• Act as escalation point for complex and high-priority incidents, providing guidance and support to Support Analysts
• Provide IT End User Support business plan input and deliver firm directed Performance Management to Support Analysts
• Collaborate with other ITS managers and cross-functional teams to support firm-wide IT initiatives and projects
• Promote and maximize use of KPMG's internal IT Support Al Chatbol
• Maintain and update documentation related to IT support procedures, asset management, and user onboarding/offboarding processes

What you bring to the role

• Minimum of 10 years' IT Support experience, minimum of 3 years in management capacity
• Degree in business management or technology and/or equivalent certification
• Excellent interpersonal skills and communication skills - written and oral (English and French)
• Experience with ServiceNow and implementing ITIL or similar service management frameworks is considered an asset
• Knowledge of M365 (Teams, One Drive) and Windows 11
• Ability to lead and motivate a team of IT professionals
• Experience with Al productivity applications is considered an asset (Microsoft CoPilot)
• Strong troubleshooting/problem solving skills and analytical ability
• Strong work ethic and ability to thrive in challenging environment
• Flexibility to work after hours when and where required
• Willingness to occasionally travel to other KPMG offices or client sites as business needs arise
• Experience working with Al productivity and support tools (MS CoPilot, Al Chatbots) considered an asset
• Project Management (PMI) is considered an asset, but not required

This position requires written and oral fluency in English. The successful candidate will be required to support or collaborate with English-speaking colleagues or stakeholders nationally in our English speaking provinces while at KPMG.

Providing you with the support you need to be at your best
Our Values, The KPMG Way
Integrity , we do what is right | Excellence , we never stop learning and improving | Courage , we think and act boldly | Together , we respect each other and draw strength from our differences | For Better , we do what matters

KPMG in Canada is a proud equal opportunities employer and we are committed to creating a respectful, inclusive and barrier-free workplace that allows all of our people to reach their full potential. A diverse workforce is key to our success and we believe in bringing your whole self to work. We welcome all qualified candidates to apply and hope you will choose KPMG in Canada as your employer of choice.

Adjustments and accommodations throughout the recruitment process
At KPMG, we are committed to fostering an inclusive recruitment process where all candidates can be themselves and excel. We aim to provide a positive experience and are prepared to offer adjustments or accommodations to help you perform at your best. Adjustments (informal requests), such as extra preparation time or the option for micro breaks during interviews, and accommodations (formal requests), such as accessible communication supports or technology aids, are tailored to individual needs and role requirements. You will have an opportunity to request an adjustment or accommodation at any point throughout the recruitment process. If you require support, please contact KPMG's Employee Relations Service team by calling View phone number on qcjobcentre.ca.

AI Usage
Weembrace the use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. AI tools may help with organizing applications or surfacing relevant qualifications. However, no hiring decisions are made using AI. Every hiring decision is made by our hiring managers and recruitment professionals, who are equipped with training that empowers them to use these tools responsibly. AI technologies used in our recruitment process undergo detailed risk assessments, including security and privacy requirements, that align with KPMG's Trusted AI framework.

We believe technology should empower human judgment, not replace it. It's one of the many ways we're delivering on our vision of being a technology-first, people-driven firm.