Keywords Studios Montreal is looking for an IT Manager to join our IT
Support team.
The Montreal IT Studio Manager will manage and lead the Montreal IT
Support/Helpdesk Team with proven management experience, excellent
communication skills, and an ability to build, lead and manage a front-line,
customer-focused service and support delivery team.
Specifically, this person will improve the quality of our IT support in
Montreal through industry best-practices, technical situational-awareness,
project management and team building expertise. Key responsibilities will
include management of the Help Desk System, workload coordination and
oversight, value-add opportunity assessment on existing tasks and
deliverables, ensuring that IT is delivering superior IT Support to the
various Montreal production and business verticals, and driving measurable
efficiency gains across the department.
Finally, the person will ensure tight collaboration and coordination with
the other IT verticals, both regionally and globally, while understanding and
driving solutions for the needs of the Montreal production and business
verticals.
Understand the requirements of the organization and plan, design, and
mentor the Montreal IT Support Team in operationalizing and optimizing its
processes
Provide leadership to the Montreal IT Support Team members and their
projects, using industry standard principles for continuous delivery of
value
In concert with the Regional IT and Global InfoSec Teams, design
specifications and drive initiatives for continually improving security
and protecting both corporate and especially customer information and
assets
Communicate regularly with the key Montreal Production/Business
stakeholders
Participating in weekly/monthly meetings with Production, support groups
and all staff to align and share IT initiatives
Collaborate with the Regional IT team as well as key Montreal business
stakeholders to find new tools and solutions to solve challenges and
deliver on business needs
Recommend proper software and hardware solutions to solve for concrete
business needs
Coordinate and negotiate with hardware and software suppliers; submit
purchase orders and provide follow-up on timelines and deliveries
Coordinate and validate inventory management efforts
Manage end user software and hardware inventory ensuring compliance with
licensing contracts or commitments
Coordinate and participate in troubleshooting of hardware and software
issues
Continually review and improve internal processes (e.g., user onboarding
experience) and drive automation wherever possible
Manage staffing in a multiple shift environment ensuring support
availability to meet Production needs
Mentoring and coaching of employees; coordinate training opportunities
Ensuring proper development, publication, and maintenance of Team
documentation
Working with Production and other support groups to establish SLA's and
periodically reviewing them
Provide timely reporting on Team performance (KPIs, QBRs, etc.)
Requirements
Demonstrated experience in leading and mentoring distributed, cross-
functional project teams, adjusting and setting priorities to meet
deadlines, and managing staff in an enterprise environment
Previous experience in Gaming / Entertainment's industry is an asset
Strong skills in establishing and maintaining effective working
relationships with other IT teams and production leadership
Excellent interpersonal skills
Strong written and verbal communication skills, including presentation
experience
Ability to work independently and be self-motivated to drive projects to
successful completion
Expertise in identifying problems in the existing systems and able to
provide suitable solutions
Regularly update knowledge about the new and advanced technologies
available in the market and use these technologies in solutions applicable
to real world challenges
Sound knowledge of the software and hardware used in corporate IT
environments
Basic or advanced understanding of Agile & Lean principles an asset
Advanced industry certifications from recognized vendors plus 6+ years of
experience managing a large IT support/helpdesk team
ITIL or other advanced certification
Experience with enterprise ticketing systems
Benefits
Our employees are our most valuable resource; therefore we provide them with a
competitive compensation package commensurate with skills and experience,
excellent benefits, high level of job satisfaction and a casual and fun work
environment.
Keywords International is dedicated to following a well-established Equal
Opportunities Policy. We endeavour to create a workplace which provides for
equal opportunities for all employees and potential employees.
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