It Service Center Director

Leclerc is a family business with 117 years of experience, tradition and know-how passed down from people with heart. Thanks to our 1,400 employees in nine plants in Canada and the United States, we are constantly innovating to exceed the expectations of both small and large appetites.

Working at Leclerc means...

• Enjoy free use of the sports facilities (basketball court, training room and cardio room)
• Save on our delicious products and discover exclusive novelties
• Starting a new job with paid and adapted training
• Take advantage of job security and opportunities for advancement within the company
• Benefit from a complete benefits program (drug and dental insurance, 1 week of sick leave [conditions apply], telemedicine, group RRSP with employer participation and more)
• Working in a family business
• Evolving in a clean, temperate environment with the latest technology
• Enjoy quality meals at low prices in the cafeteria (unlimited coffee, tea, cookies and bars)
• Integrate a rich company culture (Christmas, birthday and maternity gifts, use of the Poka platform and more)

Summary Of The Function

Reporting to the Senior Director of Information Technology, the IT Service Center Manager manages the activities surrounding user services and the technical services outsourcing process. He plays an important role in the service delivery strategy, and his concern for security and customer satisfaction is constant. His experience enables him to act as an expert in recommending the solutions and investments required, and in justifying them. Aware of the CYBER risk, he is highly committed to immediate proactivity and reactivity to actions required to reduce risk exposure.

Responsibilities

• Promote interactions and synergy between the various IT teams;
• Monitor new developments in your area of expertise and assess the relevance of these advances for the organization according to the determined business strategy;
• Ensure that the tools and processes put in place are respected and improved;
• Ensure the resolution of problems related to the systems under your responsibility;
• Audit the documentation update of the user procedures, technical documentation, support processes and operations manual;
• Coordinate and ensure the follow-up of service agreements with external suppliers related to the technologies under your responsibility;
• Participate in the planning and monitoring of budgets;
• Proactively recommend technological enhancements and investments in information systems and ensure their implementation;
• Coordinate the activities of your group and ensure that projects and recurring activities are carried out efficiently;
• Maintain close contact with customers by conducting regular satisfaction surveys.
• Report on the status of internal and external operational services (outsourcing) and maintain metrics such as open tickets, technician performance and SLAs;
• Supervise IT technical support activities (helpdesk) and ensure customer satisfaction while respecting predefined IT norms and standards;
• Identify opportunities for improvement and optimization of these systems;
• Be responsible for the development of case studies leading to decision-making;

Skills And Abilities Required

• Stress resistance / Time and priority management;
• University degree in computer science or bachelor's degree in business administration specializing in information technology;
• Good knowledge of Windows environments, O365 and equipment lifecycle management;
• Certification and/or knowledge of ITIL, CoBit
• Fluent in spoken and written French and English;
• Professional / Rigorous / Proactive and able to react quickly;
• Results-oriented;
• In-depth knowledge of the indicators and best practices required to manage your environment;
• Leadership / Ability to influence / Teamwork;
• Customer service oriented;
• Ability to respect budgets and deadlines.
• Analysis / Synthesis / Judgement;
• 6 to 9 years' relevant experience, including 3 as an IT support manager;
• Ability to solve problems / Ability to make recommendations;
• Autonomy / Initiative / Creativity;

Biscuits Leclerc is committed to recruiting and hiring the best candidates for all roles and is committed to integration and equal opportunity. Upon request, Biscuits Leclerc will provide suitable accommodations during the recruitment and hiring process to candidates with accessibility needs due to disability to ensure that the standards outlined in Accessibility for Ontarians with Disabilities Act (AODA) are upheld. If you require an accommodation during the application or interview process, please contact the HR responsible at 613-632-0777 ext: 4204