Practice Leader - Service

Come and discover the captivating daily life of La Maison Simons’s IT Service team. As a Practice Leader, you will play an active role in shaping our technological future.

Under the supervision of the IT Service Team Leader, the Service Practice Leader is responsible for overseeing the service and incident request management process through efficient communication with end users and stakeholders. The incumbent coordinates identity management and application security used to ensure high-quality IT service and to continuously improve processes for an optimal usage experience, in partnership with the Technical Practice Leader.

Key Responsibilities:

• Oversee the service call management process to ensure timely and efficient resolution of issues.

• Provide Level 3 technical support for critical incidents and complex issues.

• Oversee and participate in the secure management of users’ identities and securing the applications they use.

• Implement security measures to protect the company’s sensitive data and applications.

• Work with end users to identify areas of improvement for user experience and implement solutions by taking into account feedback from relevant stakeholders.

• Implement initiatives to optimize the use of computer systems and increase user satisfaction by coordinating with the IT development and infrastructure teams for higher value improvements.

• Provide training sessions to help end users make better use of computer systems in a safe and efficient manner by collaborating with the Human Resources team if needed.

• Supervise and coordinate infrastructure or application deployments by ensuring careful planning, impact identification, and transparent communication with stakeholders.

• Identify process and procedure improvement opportunities to increase operational efficiency and service quality.

• Track and manage costs associated with each service to ensure efficient allocation of resources.

Desired Profile:
• Hold a DCS in Computer Science or any other similar or relevant training.
• Have at least five (5) years of professional experience in IT services with some in a technical support or service management role.
• Have strong communication and interpersonal relationship skills.
• Be a leader.
• Be able to proactively manage priorities and resolve issues.
• Have experience in improving processes and procedures (an asset).
• Have team management experience (an asset)
• Know the good practices in IT service management, have ITIL certification (an asset).
• Be fluent in English and French, both written and spoken, in order to use systems and tools, and to perform various tasks in English.

Benefits Available:  
• Possibility of hybrid work.
• A telemedicine service and Employee and Family Assistance Program.  
• Group insurance plan and RRSP.  
• Up to 40% off Simons purchases.  
• Fitness area with changing rooms, group classes, and kinesiology services. 
• Cafeteria service offering an extensive and affordable menu. 

To apply for this unique opportunity, please fill the form below.