Responsable du soutien informatique / IT Support Lead
| Company | Sagard |
|---|---|
| Location | Montreal, QC, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 5 + years in IT support, with at least 3 years leading or mentoring a service-desk team.
- Fluency in French and English (written & spoken) to serve our bilingual user base.
- Proven experience managing asset inventory, procurement, and vendor relationships.
- Strong knowledge of Windows and Mac OS endpoints; comfort with MDM tools (e.g., Jumpcloud).
- Admin-level familiarity with cloud collaboration suites (Google Workspace preferred).
- Ability to work on-site a majority of the week, plus occasional travel (e.g., Toronto) and after-hours work when urgent issues arise.
Responsibilities
- Mentor and schedule the help-desk team; set SLAs, track KPIs, and cultivate a customer-first culture.
- Own the queue (Freshservice) and ensure incidents, requests, and changes are resolved or escalated promptly.
- Provide desk-side support for hardware, SaaS platforms (Google Workspace, Slack, Zoom, 1Password, etc.), and meeting spaces.
- Onboard and offboard employees (accounts, training, etc.).
- Coordinate occasional after-hours maintenance or urgent support.
- Forecast, order, receive, image, deploy, track, and retire laptops, mobile devices, peripherals, and conference-room tech.
- Maintain a 100 % accurate hardware/software CMDB; report metrics (stock levels, warranty renewals, depreciation).
- Assist the Director, IT with new tool evaluations, proof-of-concepts, and policy rollouts.
- Champion cybersecurity best practices; partner with the Security team on audits and awareness campaigns.
Preferred Qualifications
- Traits we value: initiative, authenticity, calm under pressure, and an entrepreneurial mindset aligned with Sagard’s culture.