Manager, It Support Jobs

O2E Brands is looking for a Manager, IT Support to join our growing team! As part of the Information Technology department, you will oversee our IT Support function. This team is focused on ensuring our customers have the systems, tools, and environments that enable them to work effectively while maintaining company best practices in system and security.
When we say It’s All About People we mean it. We have created a hybrid work model that helps us get together to Collaborate, Celebrate and Connect while enjoying the flexibility of working where it makes sense for you. For this role’s duty and responsibility we anticipate that you will be in the office 40% of the time.
A Day in the Life

• Conduct ongoing reviews and audits of incidents, services requests, problems and calls, and coach team members, as needed, of the same.
• Lead the development and adherence of service level agreements, best practices, standards, and policies.
• Responsible for leading the support program - team and platform - for all end-user technology services including applications, desktops/laptops, conferencing systems and telephony.
• Effectively communicate departmental goals and expectations to team members.
• Responsible for managing the support team, including conducting 1:1’s, providing mentorship and motivation, development and support, performance monitoring, and devising development and coaching plans.
• Collaborate with the Director, IT Operations. as well as the Business Technology Delivery team to plan and implement medium to long-term projects.
• Ongoing management of the organizational hardware program, including responsibility for hardware procurement, inventory management, and our evergreen refresh program.
• Create and manage schedules for your team, ensuring adequate coverage during business hours as well as participation in the on-call rotations during off-peak hours.
• Provide continuous improvement and development of knowledge articles and playbooks to support the team and users in the setup, installation, and configuration of hardware and software in compliance with internal controls, standards, and policies.
• Collaborate with other teams, including the Service Desk and Operations, to ensure effective end-to-end reporting, support, and maintenance processes are in place across IT Operations.
• Build and maintain effective working relationships with the business.
• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
• Propose operating budgets, including hardware and software purchases.

What You Bring To The Table

• Degree or Diploma in Computer Networking & Technical Support, Network Engineering, Computer Engineering, or similar.
• Experience as a Manager or Lead; must possess a strong desire to impart knowledge and grow, foster, and maintain a healthy team, and provide as-needed technical and vocational guidance.
• Strong understanding of ITSM platforms and associated technologies: DHCP, DNS, VOIP, Azure AD, MDM Intune, GSuite, etc.
• Must be customer service oriented with strong interpersonal skills.
• Strong ability and knowledge supporting users and resolving day to day issues - able to identify, diagnose, and resolve Tier 1 and 2 issues.
• Experience with ticketing systems such as ServiceNow, FreshService, or similar.
• Comp TIA A + Certification, CCNA, or similar, preferred.
• 5+ years of hands-on experience in a Technical Support position, supporting Tier 1 & Tier 2 issues covering network and infrastructure, with progressive movement into an IT Support Management or Lead position leading a small team.
• Other Certifications are a strong asset: ITIL, Google IT Support, Microsoft Azure.

About Us
Did you know O2E Brands has been voted one of the Best Workplaces in Canada 12 times!?Take a sneak peek into why that is, here: (https://youtu.be/DJA02gMNU-0)
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At O2E Brands we know that great talent comes in many forms and we want to meet you at your best. We will provide reasonable accommodations to applicants with disabilities at any time throughout the recruitment and selection process. Please reach out to our Talent Acquisition Team at [email protected] or notify the Talent Acquisition team member you are working with if unique arrangements will enable your equal participation.