Role Summary:

We are seeking a customer-focused Manager, IT Support to lead a globally distributed team in delivering reliable, responsive support to employees. This role combines people leadership, technical expertise, and a metrics-driven approach to improving service delivery and employee experience.

What You'll Do

1. Customer-centric Team Leadership

• Lead, coach, and mentor a diverse IT support team across locations and time zones.

• Set clear priorities, provide regular feedback, and support timely, professional issue resolution.

• Experience leading team across multiple time zones

1. Seamless Technology Enablement

• Oversee employee hardware and peripheral procurement to ensure staff have the tools they need.

• Maintain asset management practices that support current needs and future planning.

• Ensure all shared office spaces, including meeting rooms, conference rooms, and offices, are equipped with reliable, standardized, and user-friendly A/V technology that supports collaboration and hybrid work.

• Support organization wide events such as All Hands meetings and yearly kick-off with technology solutions that enable collaboration for those in office and in remote locations

1. Empowering Employee Experiences

• Coordinate smooth employee and co-op onboarding and offboarding experiences.

1. Responsive Issue Resolution

• Improve ticket triage, prioritization, and resolution within defined service expectations.

• Act as an escalation point for customer issues, ensuring clear ownership and communication.

1. Continuous Improvement through Customer Feedback

• Use customer feedback to identify improvements and increase satisfaction.

• Partner with cross-functional teams to resolve recurring issues and implement proactive solutions.

1. Transparent Performance Measurement

• Define and review IT support metrics to identify trends and improve service delivery.

• Share performance insights, risks, and improvement opportunities with stakeholders.

What We're Looking For

• Bachelor's degree in information technology, computer science, a related field, or equivalent experience.

• Experience and proven track record of successfully leading and developing customer centric IT Support process es and team

• Previous experience leading IT support teams is considered an asset.

• Strong technical expertise across a broad rand of IT systems, hardware and software platforms i

• Experience in IT equipment procurement and deployment

• Demonstrated experience in leveraging customer feedback to drive continuous improvement

• Strong analytical and problem solving skills with commitment to deliver innovative solutions that enhance customer experience.

• Excellent communication skills with the ability to effectively engage with customers and stakeholders and deescalate situations.

• ITIL foundations certified is an asset

Working Conditions:

• General office environment/Work-from-home office environment
• Required to work in the office 2-3 days/week

• Prolonged sitting - 6+ hours

• May be required to work extra hours, including on-call support for emergencies

• After hours and weekend work is required periodically

Compensation & Benefits

The Compensation Range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you. If the compensation structure for the role includes an incentive component (i.e. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).

$100,000 - $150,000 CAD (CAD) a year

Salary range (min - max)

Current Vacancy

Magnet is proud to offer benefits such as:

- Generous time off policies

- Competitive compensation

- Volunteer opportunities

- Reward and recognition programs

- Employee committees & resource groups

- Healthcare and retirement benefits

Indicators of Success

We're looking for someone who checks off most, but not all, of the boxes listed in "skills and experiences". It's more important to us to find candidates who can display indicators of success through skills they have developed and experiences they have been a part of, than to find folks who have "been there, done that". We want to be part of your development journey, and we'll learn as much from you as you learn from us.

How We Work

At Magnet Forensics, we take a hybrid-flexible approach to support your productivity and work-life balance. If you're within a comfortable travel distance to one of our offices, you'll occasionally join us in person. How often you'll come in depends on your department and team needs, typically ranging from weekly to monthly. These in-person moments help us build stronger connections, spark new ideas, and celebrate our successes together. Most days, you can choose what works best for you, while staying in tune with your team's goals.

We're excited to welcome you to our team and look forward to achieving great things together - both in the office and wherever you work best!

The Most Important Thing

We're looking for candidates that can provide examples of how they have demonstrated Magnet CODE in their previous experiences:

CARE - We care about each other and our mission to make a difference in the world.

OWN - We are accountable for our results - while never forgetting to act with integrity, empathy, and respect.

DEDICATE - We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.

EVOLVE - We are constantly innovating and exploring new ways to work together to make an impact with our work.