It Help Desk Professional Jobs in Ottawa, ON (NOW HIRING)

Location: Ottawa, CanadaIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.For decades, Ottawa has been a global technology leader. Today, Canada's capital holds one of the brightest and most diverse technological ecosystems in North America. Voted as Canada's best place to live 2017 by Maclean's, Ottawa offers a low cost of living with a high quality of life. The Thales Ottawa office has been a major supplier and long-term trusted partner to DND, enabling the Canadian Armed Forces and the Canadian Coast Guard to achieve mission success.

IT Service Desk Manager, Canada / Responsable du service d'assistance informatique, Canada

Ottawa, ON or/ou Montreal, QC (On Site/Hybrid) (Sur Site/Hybride) Full time / Temps plein

Position Summary

We have a current vacancy for an IT Service Desk Manager, Canada to join our Team in Ottawa, ON or Montreal, QC. The Service Desk Manager is accountable for the strategic and operational leadership of the IT Service Desk function across the Canadian region. This role ensures the delivery of high-quality technical support services, promotes the adoption of standardized ITSM processes, and fosters a culture of respectful collaboration, continuous improvement, and compliance. The incumbent will lead a team of support professionals and serve as a key liaison between IT and business stakeholders, while embedding Agile and Lean principles to drive efficiency and responsiveness.

Resume du poste

Nous recherchons actuellement un responsable du service d'assistance informatique au Canada pour rejoindre notre equipe a Ottawa (Ontario) ou a Montreal (Quebec). Le responsable du centre de services est charge de la direction strategique et operationnelle du centre de services informatiques pour l'ensemble de la region canadienne. Ce poste vise a garantir la prestation de services d'assistance technique de haute qualite, a promouvoir l'adoption de processus ITSM standardises et a instaurer une culture de collaboration respectueuse, d'amelioration continue et de conformite. Le titulaire du poste dirigera une equipe de professionnels de l'assistance et servira de liaison cle entre les parties prenantes informatiques et metier, tout en integrant les principes Agile et Lean afin d'ameliorer l'efficacite et la reactivite.

Essential Functions

Leadership & People Management
Provide direction, coaching, and performance management to Service Desk staff.
Promote a respectful, inclusive, and high-performing team culture.
Facilitate regular team meetings, individual development plans, and succession planning.
Encourage employee engagement through transparent communication and recognition.
Efficiently completing all people management HR tasks in a comprehensive and timely manner.
Service Delivery & Operational Excellence
Oversee the resolution of IT incidents and service requests through multiple support channels.
Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
Manage escalations and ensure timely and effective resolution.
Execute continuous improvement activities to drive improvement in key IT KPIs such as user satisfaction, service level compliance to response and resolution for both incidents and service requests, rework rate, first contact resolution.
Manage and improve the on-call rotation and process for the NORAM service desk team.
Support the Major incident managers and resolution teams during major incident management events.
Stakeholder Engagement & Collaboration
Establish and maintain strong working relationships with internal stakeholders across business units.
Partner with IT Business Partners to act as trusted advisors to departments, ensuring alignment between IT support and business needs.
Facilitate feedback loops to improve service quality and responsiveness.
Agile & Lean Ways of Working
Apply Agile principles to enhance team collaboration, transparency, and iterative improvement.
Utilize Lean methodologies to identify and eliminate waste, streamline workflows, and optimize IT service delivery.
Promote a mindset of learning and continuous value delivery.
Process Governance & Adoption
Ensure the implementation and continuous improvement of ITIL-based service management processes.
Ensure consistent adoption of incident, request, problem, and change management workflows.
Maintain accurate and up-to-date documentation, SOPs, and knowledge base content.
Technology & Platform Management
Administer and optimize service desk platforms (e.g., ServiceNow, SCCM).
Collaborate effectively with infrastructure, applications, and cybersecurity teams to ensure integrated support.
Security & Compliance
Ensure all service desk operations comply with organizational security policies and applicable regulations.
Support internal and external audits and maintain documentation for compliance purposes.
Security Clearance Requirement: Must be eligible for and obtain Government of Canada security clearance (e.g., Reliability Status or Secret Level, based on role scope).

Fonctions essentielles

Leadership et gestion du personnel

Assurer l'encadrement, le coaching et la gestion des performances du personnel du Service Desk.

Promouvoir une culture d'equipe respectueuse, inclusive et performante.

Organiser regulierement des reunions d'equipe, etablir des plans de developpement individuels et planifier la releve.

Encourager l'engagement des employes grace a une communication transparente et a la reconnaissance de leurs efforts.

Accomplir efficacement toutes les taches RH liees a la gestion du personnel, de maniere exhaustive et dans les delais impartis.

Prestation de services et excellence operationnelle

Superviser la resolution des incidents informatiques et des demandes de service via plusieurs canaux d'assistance.

Veiller au respect des accords de niveau de service (SLA) et des indicateurs cles de performance (KPI).

Gerer les escalades et garantir une resolution rapide et efficace.

Mener des activites d'amelioration continue afin d'optimiser les indicateurs cles de performance informatiques, tels que la satisfaction des utilisateurs, la conformite aux niveaux de service en matiere de reponse et de resolution des incidents et des demandes de service, le taux de retouches et la resolution des le premier contact.

Gerer et ameliorer la rotation des permanences et les processus pour l'equipe du centre de services NORAM.

Apporter un soutien aux responsables des incidents majeurs et aux equipes de resolution lors des evenements de gestion des incidents majeurs.

Implication et collaboration avec les parties prenantes

Etablir et entretenir des relations de travail solides avec les parties prenantes internes dans l'ensemble des unites operationnelles.

Collaborer avec les partenaires informatiques pour jouer le role de conseillers de confiance aupres des services, en veillant a l'adequation entre le soutien informatique et les besoins operationnels.

Faciliter les boucles de retroaction afin d'ameliorer la qualite du service et la reactivite.

Methodes de travail agiles et Lean

Appliquer les principes agiles pour renforcer la collaboration au sein des equipes, la transparence et l'amelioration iterative.

Utiliser les methodologies Lean pour identifier et eliminer le gaspillage, rationaliser les flux de travail et optimiser la prestation des services informatiques.

Promouvoir un etat d'esprit axe sur l'apprentissage et la creation de valeur continue.

Gouvernance et adoption des processus

Assurer la mise en uvre et l'amelioration continue des processus de gestion des services bases sur ITIL.

Veiller a l'adoption coherente des flux de travail lies a la gestion des incidents, des demandes, des problemes et des changements.

Tenir a jour une documentation, des procedures operationnelles standard (SOP) et une base de connaissances precises et actualisees.

Gestion des technologies et des plateformes

Administrer et optimiser les plateformes de centre de services (par exemple, ServiceNow, SCCM).

Collaborer efficacement avec les equipes chargees de l'infrastructure, des applications et de la cybersecurite afin d'assurer un support integre.

Securite et conformite

Veiller a ce que toutes les operations du centre de services respectent les politiques de securite de l'organisation et les reglementations en vigueur.

Apporter son soutien aux audits internes et externes et tenir a jour la documentation necessaire a des fins de conformite.

Exigences en matiere d'habilitation de securite : le candidat doit etre admissible a une habilitation de securite du gouvernement du Canada et l'obtenir (par exemple, statut de fiabilite ou niveau Secret , en fonction de l'etendue des fonctions).

Minimum Requirements

Education & Experience
Bachelor's degree in Computer Science, Information Technology, or a related discipline.
Minimum of 5 years of progressive experience in IT support, including 2+ years in a leadership capacity.
Skills & Certifications
ITIL certification or equivalent process knowledge.
Agile practice and ways of working
Demonstrated ability to lead diverse teams and drive performance in a service-oriented environment.
Expertise in using the ServiceNow platform for ITSM, Asset Management, etc.
Expertise in enterprise IT hardware, software and technologies.
Strong working and troubleshooting knowledge of the Microsoft 365 suite (M365 Apps, Windows 10/11, Outlook, Teams, SharePoint, etc)
Strong communication, interpersonal, and stakeholder management skills.
Proficiency with enterprise ITSM platforms and remote support tools.
Other Requirements
Ability to work flexible hours and manage geographically distributed teams.
Legally authorized to work in Canada. Bilingual in French is a plus.
Eligible for Government of Canada security clearance.

This position requires a good command of English to interact with, support, and/or provide services to international clients, employees, and/or partners, as well as to foreign government authorities who do not speak French.

Exigences minimales

Formation et experience

Licence en informatique, technologies de l'information ou dans une discipline connexe.

Au moins 5 ans d'experience progressive dans le support informatique, dont au moins 2 ans a un poste de direction.

Competences et certifications

Certification ITIL ou connaissances equivalentes en matiere de processus.

Pratiques et methodes de travail Agile

Capacite averee a diriger des equipes diversifiees et a stimuler la performance dans un environnement axe sur les services.

Expertise dans l'utilisation de la plateforme ServiceNow pour l'ITSM, la gestion des actifs, etc.

Expertise en matiere de materiel, de logiciels et de technologies informatiques d'entreprise.

Solides connaissances pratiques et en depannage de la suite Microsoft 365 (applications M365, Windows 10/11, Outlook, Teams, SharePoint, etc.)

Excellentes competences en communication, en relations interpersonnelles et en gestion des parties prenantes.

Maitrise des plateformes ITSM d'entreprise et des outils de support a distance.

Autres exigences

Capacite a travailler selon des horaires flexibles et a gerer des equipes reparties geographiquement.

Autorisation legale de travailler au Canada. La maitrise du francais est un atout.

Admissible a une habilitation de securite du gouvernement du Canada.

Ce poste requiert une bonne connaissance de l'anglais pour interagir, soutenir et/ou fournir des services a des clients, employes et/ou partenaires internationaux ainsi qu'a des autorites gouvernementales etrangeres qui ne parlent pas francais.

Preferred Qualifications

Experience in matrixed, global enterprise environments.
ITIL Foundation certification preferred; Intermediate or Expert level is an asset
Agile or Lean certification (e.g., Scrum Master, Lean IT) is an asset.
Familiarity with automation tools and scripting (e.g., PowerShell).
Strong analytical, reporting, and project management capabilities.

Competences souhaitees

Experience dans des environnements d'entreprise internationaux et matriciels.

Certification ITIL Foundation souhaitee ; les niveaux Intermediaire ou Expert constituent un atout.

Une certification Agile ou Lean (par exemple, Scrum Master, Lean IT) constitue un atout.

Maitrise des outils d'automatisation et de la programmation de scripts (par exemple, PowerShell).

Solides competences en analyse, en reporting et en gestion de projet.

Physical Demands

Ability to lift up to 15 lbs when working with PCs or conference room equipment
Ability to travel within the NORAM region 2-3 times per year
Ability to work at a Thales office location regularly with dependable transportation

Exigences physiques

Capacite a soulever jusqu'a 7 kg lors de l'utilisation d'ordinateurs ou de materiel de salle de conference

Capacite a se deplacer dans la region NORAM 2 a 3 fois par an

Capacite a se rendre regulierement dans les locaux de Thales en disposant d'un moyen de transport fiable

The reference Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between Total Target Cash (TTC) 115,000.00 - 138,000.00 CAD Annual.

This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including - but not limited to - the employee's career path history, competencies, skills and performance, as well as the company's annual salary budget, the customer's program requirements, and the company's internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant's status protected by local, state, or federal law.

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