Qualifications

• 7 to 10 years of IT support experience.
• Significant experience in advanced level 2 support.
• Experience in team management, supervision, or coordination.
• Background in a medium to large corporate environment.
• Proficiency with Microsoft 365/Office 365, Intune, Windows 10/11, Azure/Entra ID, Microsoft Defender, Autopilot.
• Good understanding of ITSM processes.
• Bilingual in French and English.

Responsibilities

• Supervise and mobilize a team of Level 2 support technicians.
• Coach, develop skills, and manage performance of the team.
• Prioritize activities, distribute workloads, and ensure service continuity.
• Oversee Level 2 support activities related to the Modern Workspace environment.
• Manage escalations, major incidents, and user-impacting issues.
• Ensure compliance with service level agreements (SLAs) and quality of interventions.
• Collaborate closely with the IT service center and infrastructure teams.

Benefits

• Permanent full-time position.
• Hybrid work model (3-4 days onsite per week).
• Opportunity to participate in major technology projects, including the organization's SAP program.
• Involvement in the implementation and evolution of ServiceNow.
• Contribution towards the improvement of user experience and IT service efficiency.