Job Description

Be part of our innovative and entrepreneurial team!
Through unique research and training programs, Mitacs is developing the next generation of innovators with vital scientific and business skills. In partnership with companies, government and academia, Mitacs is supporting a new economy using Canada’s most valuable resource – its people. In order to be successful at Mitacs you thrive in an entrepreneurial environment and promote a team atmosphere. You are an “out of the box” thinker who strives to implement continuous improvements to the programs we design and deliver. Mitacs prides itself on delivering quality, innovative programs to specific markets and encourages all staff to have a strategic approach to the projects they are working on. Mitacs fosters a culture where all employees are valued and respected. More information can be found at www.mitacs.ca.
Mitacs is seeking a System Administrator in the IT Infrastructure department. The candidate will participate in the design, configuration, and deployment of several technical projects. The successful candidate must have deep knowledge in a wide variety of IT technologies, be a self-starter, be customer service oriented, and be passionate about technology.
Manager, IT Support Services Full-time Regular
Under the direction of the Director of IT Infrastructure, the Manager, Helpdesk Services provides leadership to the IT Support team to provide support for internal Mitacs staff and Mitacs external clients. This includes managing all procedures related to identification, prioritization, and resolution of incidents and service requests, including hands-on assistance to team with triage, escalations, and resolution where necessary.
The Manager, Helpdesk Services is also responsible for the Enterprise Service Management tools and processes according to ITSM best practices, including incident management, service request management, and asset management.
RESPONSIBILITIES:
Strategy & planning:

• Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected.
• Analyze performance of Service Desk, documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

• Collaborate with other departments to manage Service Management software for internal staff and external clients.
• Conduct research on emerging products, services, and standards in support of Service Desk operations.
• Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
• Ensure appropriate training initiatives for new and existing staff.

• Manage the processing of incoming tickets to Service Desk to ensure courteous, timely, and effective resolution of end user issues.
• Develop and enforce request handling and escalation policies and procedures.
• Track and analyze trends in Service Desk and generate statistical reports.
• Monitor incident trends and anticipate potential problems for proactive resolution.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and communication of help sheets, usage guides, and FAQs for end users.
• Train, coach, and mentor Helpdesk Analysts team members.
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

• Solid relationship management and performance management skills
• Ability to motivate and direct staff members and subordinates
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Excellent written, oral, and interpersonal communication skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Manage all responsibilities independently and escalate as required
• Detail-oriented with the ability to work in fast-paced, team-oriented environment

• Experience practicing principles of ITIL, including incident management, service management, asset management
• Working knowledge to support Windows 10, Microsoft Office Suite, AD, Azure AD
• Working knowledge to administer users with Office 365 services and subscriptions, including Exchange Online, Teams, OneDrive for Business, SharePoint Online
• Working knowledge with MDM application to manage laptops and mobile devices

• Five years related experience in corporate environment
• Degree or certificate from a university or recognized Information Technology program
• Certificate in ITIL Foundation, CompTIA A+, Microsoft, or other recognized technologies