Helpdesk Manager
about 3 weeks ago

Job title: Helpdesk Manager
Work Location: Dorval
Department: IT
Reports to: IT Director 

Essential Duties and Responsibilities:

  • Manage the help desk team and evaluate performance;
  • Ensure customer service is timely and accurate on a daily basis;
  • Recruit, train and support help desk representatives and technicians;
  • Set specific customer service standards;
  • Contribute to improving customer support by actively responding to queries and handling complaints;
  • Establish best practices through the entire technical support process;
  • Follow up with customers to identify areas of improvement;
  • Develop daily, weekly and monthly reports on help desk team’s productivity;
  • Support end user devices and peripherals locally and remotely;
  • Application software and hardware support, hardware troubleshooting;
  • Manage internal telephone, voice mail and conferencing systems;
  • Coordinate office relocations/additions/deletions;
  • Provide user-training as required;
  • Have a strong understanding on securing networks and end points;
  • Investigate network and end point security related incidents;
  • Utilize various Network Monitoring tools to ensure optimal network performance;
  • Assist in the roll-out of hardware and software to ensure optimal deployment of IT resources;
  • Assist in the analysis of business requirements and evaluation of hardware, software and network capabilities and compatibility to determine optimum IT solutions and configurations;
  • Maintain IT asset inventory;
  • Document implemented systems, including drawings;
  • Provide a professional and courteous support for all incoming requests;
  • Analyze and diagnose problems to quickly arrive at workable solutions;
  • Research questions using a variety of manuals and resources;
  • Build and deploy laptops, desktops, tablets, mobile devices and other related devices;
  • Document resolutions for future reference;
  • Work on call rotation for after hour support;;
  • Travel as needed;
  • Other duties as assigned.



Education and/or Work Experience Requirements:

  • 5 years+ of relevant Help Desk Manager experience;
  • College degree in Computer Science (or equivalent);
  • Hands on experience with help desk and remote-control software;
  • Solid technical background with an ability to give instructions to a non-technical audience;
  • Customer-service oriented with a problem-solving attitude;
  • Strong foundation in Windows 7 and 10;
  • Knowledge of Outlook and MS Office Suite within an end user support environment would be a definite asset;
  • Driven, self-motivated and a strong desire to learn and take on new challenges and projects;
  • Specialized certification is an asset (Microsoft, Cisco, A+ or other);
  • MCP Certification, an asset;
  • CCNA Certification, an asset;
  • Mitel 3300 experience would be an asset;
  • Ability to demonstrate high level commitment to customer satisfaction by:
    • Responding and resolving issues in a timely manner
    • Understanding customer expectations and requirements
    • Escalating outstanding questions and problems in a quick and timely manner
    • Being able to understand customer applications and priorities on assigned system
  • High discretion and good judgement;
  • Ability to manage multiple projects, activities and tasks simultaneously;
  • Ability to work independently as well as in teams;
  • Extremely well organized;
  • Superior communication skills in both English and French;
  • Ability to maintain a professional demeanor at all times;
  • Must have a valid driver’s license and vehicle;
  • Position requires Level II Clearance with the Canadian Government and the ability to gain access to the Canadian Controlled Goods Program. 


Top Aces supports employment equity and diversity and encourages applications from women, Aboriginal peoples, persons with disabilities and visible minorities.

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