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Manager MAI Transition Support
| Company | HUB |
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| Location | Toronto, ON, Canada |
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| Salary | $90000 – $100000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
- At least 5 years of experience in an IT support role, with 2+ years of leadership or managerial experience
- Strong knowledge of IT service management frameworks, such as ITIL, and experience with incident, problem, and change management processes
- Experience with support desk software, ticketing systems (e.g., ServiceNow, Zendesk, Jira), and remote support tools
- Proven ability to lead and motivate a team, manage performance, and develop staff
- Excellent communication and interpersonal skills, with the ability to interact with both technical and non-technical users
- Strong troubleshooting, analytical, and problem-solving skills
- Familiarity with common operating systems (Windows, macOS, Mobile, Networking) and enterprise software applications
Responsibilities
- Supervise, mentor, and motivate a team of IT support analysts, ensuring optimal performance and customer satisfaction
- Conduct regular team meetings, performance reviews, and provide continuous feedback to support staff
- Ensure effective resource allocation, scheduling, and workload management to maintain service levels
- Develop and implement team training programs to improve technical skills and customer service
- Oversee day-to-day operations of the MAI transition support team, ensuring timely resolution of all technical issues raised by employees
- Monitor and manage incident management processes, ensuring issues are prioritized and escalated as needed
- Maintain up-to-date knowledge of internal systems, software, and tools to provide accurate support
- Analyze and report on support desk performance metrics, identifying areas for improvement
- Ensure the proper handling of escalated support tickets, complex technical issues, and user complaints
- Work with other IT teams to diagnose and resolve recurring or complex system problems
- Identify trends in support requests and develop long-term solutions to prevent recurring issues
- Collaborate with IT teams (end user computing, network, security, infrastructure) to improve overall IT service delivery
- Work with department heads to understand technology needs and ensure alignment between IT support and business operations
- Ensure high levels of customer satisfaction through prompt, courteous, and efficient issue resolution
- Develop and implement user satisfaction surveys to gather feedback and continuously improve the service desk experience
- Act as the primary point of contact for key stakeholders regarding MAI support services
- Develop and maintain comprehensive documentation for troubleshooting, system configurations, and service desk processes
- Provide regular updates to senior management on key performance indicators (KPIs), incident resolution times, and team achievements
Preferred Qualifications
- IT certifications (CompTIA A+, ITIL, Microsoft Certified Professional, etc.) are a plus
- Experience in a large enterprise environment or a fast-paced, high-demand support setting
- Ability to manage multiple priorities and maintain a calm, professional demeanor under pressure
