Product Manager leading Intact’s IT services portfolio transformation, governance, and value realization. Aligning enterprise platforms, automation, AI, and ITSM initiatives with measurable business outcomes.
About the role
- IT Support Manager leading globally distributed support teams at Magnet Forensics, a digital investigative software company. Improving employee technology enablement, issue resolution, and service delivery metrics.
Responsibilities
- Lead, coach, and mentor a diverse IT support team across locations and time zones
- Set priorities, provide feedback, and support timely, professional issue resolution
- Oversee employee hardware and peripheral procurement
- Maintain asset management practices for current needs and future planning
- Ensure shared office spaces have reliable, standardized, user-friendly A/V technology
- Support organization-wide events with technology solutions for in-office and remote participants
- Coordinate employee and co-op onboarding and offboarding
- Improve ticket triage, prioritization, and resolution within service expectations
- Act as an escalation point for customer issues
- Use customer feedback to identify improvements and increase satisfaction
- Partner with cross-functional teams to resolve recurring issues and implement proactive solutions
- Define and review IT support metrics
- Share performance insights, risks, and improvement opportunities with stakeholders
Requirements
- Bachelor’s degree in information technology, computer science, a related field, or equivalent experience
- Experience and proven track record of successfully leading and developing customer centric IT Support processes and teams
- Experience leading teams across multiple time zones
- Previous experience leading IT support teams is considered an asset
- Strong technical expertise across a broad range of IT systems, hardware, and software platforms
- Experience in IT equipment procurement and deployment
- Demonstrated experience leveraging customer feedback to drive continuous improvement
- Strong analytical and problem-solving skills
- Excellent communication skills, including engaging with customers and stakeholders and deescalating situations
- ITIL Foundations certification is an asset
- Ability to work in the office 2–3 days per week
- Ability to work extra hours, including on-call support for emergencies
- Availability for periodic after-hours and weekend work
- Satisfactory completion of a background check
Benefits
- Generous time off policies
- Competitive compensation
- Volunteer opportunities
- Reward and recognition programs
- Employee committees & resource groups
- Healthcare and retirement benefits
- Learning and development support
- Inclusive and accessible recruitment process
- Accommodation available throughout the hiring process
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