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

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