It Service Management Manager Jobs in Quebec (NOW HIRING)

THE COMPANY
Galvion designs, develops, and manufactures ballistic helmets and dynamic power and data management solutions for the modern battlefield. We are a passionate, global, and fast-paced team collaborating with several strategic partners and are committed to enhancing the overall agility and survivability of the modern warfighter and tactical operator.

WHAT YOU WILL BE DOING

The IT Operations Manager is responsible for the leadership, management, and continuous improvement of the organization's IT operational services, ensuring the secure, reliable, and efficient delivery of infrastructure, network, systems administration, and end-user support across all business locations. This role oversees the Help Desk, Systems Administration, and Network Administration functions while driving operational excellence, service quality, cybersecurity compliance, and customer satisfaction. Serving as the primary operational leader for IT service delivery, the IT Operations Manager ensures technology effectively supports manufacturing, engineering, supply chain, and corporate operations, while partnering with cybersecurity, ERP, data analytics, and business leadership teams to achieve organizational objectives.

SPECIFIC ESSENTIAL DUTIES & RESPONSIBILITIES

• Lead and manage day-to-day IT operations across all company locations, ensuring the secure, reliable, and efficient delivery of technology services
• Direct, coach, and develop the Help Desk, Systems Administration, and Network Administration teams, fostering a culture of accountability, customer service, and continuous improvement
• Establish operational priorities, allocate resources, and serve as the primary escalation point for critical incidents, infrastructure issues, and service disruptions
• Own IT Service Desk operations, including SLA attainment, KPI performance, ticket management, escalation processes, and continuous service improvement initiatives
• Oversee the administration, maintenance, availability, security, and lifecycle management of enterprise infrastructure, including servers, virtualization, cloud services, storage, backup, endpoints, and disaster recovery capabilities
• Manage enterprise networking technologies, including LAN/WAN, wireless, VPN, firewalls, and remote access solutions, while ensuring optimal performance, capacity, and operational reliability
• Coordinate infrastructure maintenance activities, including patch management, system upgrades, technology refresh initiatives, endpoint management, and business continuity planning
• Partner with Information Security leadership to support cybersecurity initiatives, vulnerability remediation, incident response, operational compliance, and audit readiness in accordance with company policies and regulatory requirement
• Manage IT assets, software licensing, maintenance agreements, technology vendors, managed service providers, and infrastructure support contracts.
• Participate in IT operational planning, budgeting, forecasting, and cost optimization initiatives
• Drive operational excellence through automation, monitoring enhancements, ITIL best practices, process standardization, and continuous improvement initiatives
• Support manufacturing, engineering, supply chain, and corporate operations by ensuring technology solutions meet evolving business requirements

WHAT YOU WILL NEED TO SUCCEED

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or an equivalent combination of education and experience
• Minimum of ten (10) years of progressive IT infrastructure and operations experience, including at least five (5) years in a leadership role managing technical teams
• Demonstrated experience leading Help Desk, Systems Administration, and Network Administration functions within a multi-site enterprise environment
• Strong technical knowledge of Microsoft Windows Server, Active Directory, Microsoft 365, Azure, virtualization platforms (VMware), enterprise storage, backup, and cloud technologies
• Extensive experience supporting enterprise networking technologies, including switching, routing, wireless, VPN, firewalls, remote access, and infrastructure monitoring solutions
• Experience managing endpoint lifecycle, patch management, disaster recovery, business continuity, and enterprise infrastructure operations
• Working knowledge of IT service management (ITSM) principles, ticketing systems, SLA management, operational metrics, and continuous service improvement methodologies
• Understanding of cybersecurity best practices, vulnerability management, security operations, and regulatory frameworks including CMMC, NIST SP 800-171, DFARS, and ITAR
• Experience supporting manufacturing operations and/or highly regulated industries such as defense, aerospace, or government contracting is preferred
• Proven leadership, communication, organizational, analytical, and problem-solving skills with the ability to manage competing priorities, develop high-performing teams, and build strong relationships across the business

PREFERED SKILLS & Certifications

• ITIL and industry certifications: Microsoft, Cisco (CCNA), Security+/Network+, CISSP, or CISM
• Experience supporting Microsoft GCC High, Government Cloud
• Experience supporting NIST SP 800-171, cybersecurity compliance and regulatory audits
• Experience managing third-party managed service providers (MSPs), technology vendors, and support contracts
• Knowledge of manufacturing systems, ERP platforms
• Demonstrated success implementing infrastructure automation, operational improvements, and IT service management best practices

Galvion provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Galvion complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.