The Role:

MDA Space IT is seeking a customer-focused leader to oversee the Tier 1 Service Desk and Tier 2 Deskside Support teams serving all Quebec sites, including Sainte-Anne-de-Bellevue, Baie-d'Urfé, Kirkland, St-Hubert, Gatineau, and St-Bruno-de-Montarville.

Reporting to the Manager - IT Operations, the Supervisor - IT Operations is responsible for delivering reliable, high-quality end-user IT services while promoting a consistent and positive customer experience. The role provides leadership in service delivery, operational improvement, stakeholder communication, and team development.

This position leads a team that supports end users, resolves complex technical issues, and implements practical solutions that align with business needs and service expectations.

The Supervisor also works closely with IT and business partners to strengthen systems, improve processes, and support hiring, employee development, engagement, retention, and succession planning.

Occasional travel is required to support employees and operations across MDA Space locations.

Job Responsibilities:

Technical:

• Lead the local IT Operations Support team in delivering reliable, customer-focused technical services.
• Develop and maintain user-friendly self-service resources and support documentation.
• Provide technical leadership and clear communication to business stakeholders.
• Oversee projects, priorities, risks, and timelines, and provide regular status updates.
• Drive continuous improvement through user feedback, operational insights, and lessons learned.
• Support audit, compliance, and corrective action requirements.
• Lead complex issue resolution and escalations with a focus on service quality and timely communication.
• Ensure team adherence to company policies, standards, and service expectations.
• Evaluate and implement tools, processes, and service enhancements that improve the end-user experience.
• Collaborate with other IT teams to strengthen workflows and support delivery.
• Act as a delegate for the Manager - IT Operations, as required.

Front End of the Business:

• Support technology evaluations with a strong focus on business value, service quality, and user impact.
• Manage vendor and service provider relationships to ensure performance expectations are met.
• Maintain clear user documentation and contribute to effective service management practices.
• Partner with internal teams to deliver practical, user-centered IT solutions.
• Serve as a key point of contact between leadership, employees, and IT teams.
• Build strong stakeholder relationships to align IT services with operational and business needs.
• Identify trends and opportunities to improve systems, processes, and training that enhance the customer experience.

Customer Experience:

• Champion and continuously improve the end-to-end user support experience.
• Promote clear, timely, and professional communication during incidents and service disruptions.
• Monitor customer experience metrics and use insights to improve service delivery.
• Gather user feedback and translate it into meaningful service improvements.
• Lead escalations and keep stakeholders informed through to resolution.
• Expand self-service resources that make IT support easier to access and navigate.
• Foster a customer-first team culture through coaching, recognition, and continuous development.

Resource Management:

• Lead hiring, coaching, and performance management to support team success and development.
• Plan staffing levels and assign work to meet service and business requirements.
• Develop team capability and succession plans to ensure continuity and long-term growth.
• Build an engaged and inclusive team environment through regular feedback and recognition.
• Manage operational tools, budgets, and procurement activities that support service delivery.
• Ensure compliance with company policies, standards, and applicable collective agreements.

Job Qualifications:

• Degree, diploma, or equivalent combination of education and experience in Information Technology or a related field.
• Minimum 7 years of progressive experience in IT operations.
• Minimum 3 years of leadership experience, ideally within a service desk, deskside support, or unionized environment.
• Proven experience leading enterprise initiatives and implementing new technologies or process improvements.
• Strong understanding of IT service management tools, processes, and best practices.
• Excellent communication, leadership, and stakeholder relationship skills.
• Demonstrated commitment to customer service excellence and team leadership.
• Strong problem-solving, analytical, and conflict resolution skills.
• Bilingualism in English and French is considered an asset.
• ITIL, ServiceNow, or customer experience-related certifications are considered an asset.

Special Considerations:

Successful candidates must obtain and hold security clearance at the Reliability status level, and pass security assessment for the Controlled Goods Program (CGP), and be able to obtain higher clearances.

Benefits Statement

MDA Space offers competitive compensation and benefits to its employees at all of its locations. As a member of the MDA Space team, you and your eligible dependents can enroll in a benefits plan that provides a comprehensive level of protection through competitive health care, including: health care plans supplemental and flexible drug plans, dental and vision benefits, disability income protection, life insurance, group retirement savings plans and an employee assistance program and to their family.