IT Technical Support Manager

About the Company:

Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe that what makes a great day at work is the people on your team and the problems you get to solve together. We’re looking for people who love thinking outside the box and thrive in a truly collaborative setting. As teammates, we encourage new ideas and toast every win. We’re excited about having a meaningful impact on people’s workplace experience.  

Great days also start when everyone can be their authentic self at work. Diversity of backgrounds, thoughts, and ideas is critical to our success in delivering great workplace experiences, both for our members and for each other. Industrious is committed to creating an inclusive, respectful environment that embraces your individuality and quirkiness. You are valued for who YOU are. We celebrate our people as individuals who can accomplish great things when we work together as one team.

We are proud to have been recognized as one of America’s 500 fastest-growing companies in 2020 by Inc. Magazine and one of Forbes’ Best Startup Employers.

To learn more, visit www.industriousoffice.com/careers.

About the role:

We are seeking a skilled and motivated IT Technical Support Manager to lead our IT TechOps Support team and ensure the efficient operation of our IT and technology infrastructure. In this role, you will be responsible for managing support operations, technical assistance, technology assets, and vendor relationships. This role requires a proactive manager who can handle day-to-day operations, implement best practices, and collaborate with other departments to ensure a seamless technology experience for all employees.

The ideal candidate will be based in Montreal, Canada.

Key Responsibilities

Technical Support & Team Management:

• Oversee the TechOps Support team and ensure timely resolution of technical issues related to hardware, software, network connectivity, and other technology services.
• Provide hands-on support when necessary and assist with technical needs during meetings and conferences.
• Define and implement support processes, policies, and documentation to enhance efficiency and service quality.

User Account & Access Management:

• Manage user account provisioning and deprovisioning, ensuring proper access controls are in place.
• Oversee authentication systems to ensure secure and streamlined access to company resources.

Device Management:

• Oversee the lifecycle management of company devices, including procurement, configuration, deployment, maintenance, and disposal.
• Ensure devices are compliant with company policies and security standards.
• Deploy software updates and maintain technology asset inventory records.

Technology Asset & Inventory Management:

• Maintain accurate records of technology assets, including laptops, mobile devices, peripherals, and other hardware.
• Coordinate equipment procurement and asset tracking to support business operations.

Onboarding & Employee Support:

• Manage the setup and configuration of devices for new employees, ensuring they are equipped with the necessary tools and permissions.
• Provide onboarding and training to new employees on TechOps processes and policies.

Vendor & Service Provider Management

• Cultivate and maintain relationships with technology vendors and service providers.
• Negotiate contracts and manage service agreements to ensure optimal performance and cost-effectiveness.
• Handle vendor escalations and resolve issues promptly.

What are we looking for:

• Proven experience in managing technical support teams.
• Strong interpersonal and communication skills, with the ability to work collaboratively across departments.
• Excellent problem-solving skills and attention to detail.
• Proficiency in device management and user account administration.
• Familiarity with technology asset management, inventory tracking, and access control best practices.
• Relevant certifications (e.g., ITIL, CompTIA Network+/Security+) are a plus.