Job Description

Company Description
GSoft is the independent software company behind a family of products focusing on distributed work and using the digital revolution to change the employee experience. Our goal is to make work simpler, kinder and faster. One software at a time.
Specifically, we help companies get the most out of Microsoft with ShareGate. We help managers grow their teams with Officevibe. And we ensure every onboarding is a success with Softstart. And with Didacte, we enable companies to easily benefit from custom knowledge sharing.
Every day, we find better ways to work. _
So, what will your new role look like?_
As a manager of our support IT team, you are responsible for the technical support experience and services to ensure that the employee\'s experience with IT is within GSoft\xe2\x80\x99s standards, as well as provide the ability of the support team to offer efficient and adapted solutions to the problems that employees encounter within the established SLA.
You will:

• Enable fast and successful resolution of employee issues and requests.
• Establish best practices throughout the entire technical support process.
• Identify areas of improvement and constantly improve the technical support processes to enhance employee experience.
• Evaluate the team\xe2\x80\x99s skills, performance, and productivity.
• Provide direction, guidance, and training to team members.
• Contribute to continuously improving the team\'s collaboration, organization, and work methods.
• Be the escalation point of employee issues that the team did not have the means to resolve and ensure resolution and employees\xe2\x80\x99 follow-ups.
• Collaborate and provide feedback to the appropriate internal teams\xe2\x80\x99 infrastructure and security to resolve issues and improve cross-problem solutions.
• Enable fast and successful resolution of employee issues and requests.
• Manage the IT asset budget & inventory (laptops, hotdesking, office audio/video, etc.).
• Ensure the troubleshooting, maintenance, and repairs of our IT assets.

What does your future team look like?
The team is composed of 4 technical support specialists for now. As we grow, we constantly evaluate if we need more team members to achieve our objectives.
You will closely collaborate with the infrastructure, security, and productivity team. We believe communication and alignment between teams are key to achieving our goals! Qualifications

• Solid team management experience, including people and technical problem-solving skills;
• Must be available to come into the office in person a few times a month to perform specific tasks related to the position.
• Good communication skills in French and English.
• Good knowledge of technical support standards and best practices with solid customer service skills;
• Organizational and problem-solving skills;

Assets:

• Knowledge of IT frameworks like COBIT or ITIL.

Additional Information
At GSoft, we build together, we trust each other, and we support each other in success or failure. You will be able to express yourself, evolve and develop your creativity in an environment that will adapt to your daily life and your needs.
We strive to create a healthy and inclusive work environment. This is everyone\xe2\x80\x99s business.
Our Candidate Experience Flow at GSoft:
Phone Screen - Virtual Interview using Microsoft Teams - Work Sample - Job Offer
We are looking forward to getting to know you!
#LI-Remote Job Type: Full-time