Manager, IT Support
- IoT
- triage
- ITIL
- CAD
Role Summary:
We are seeking a customer-focused Manager, IT Support to lead a globally distributed team in delivering reliable, responsive support to employees. This role combines people leadership, technical expertise, and a metrics-driven approach to improving service delivery and employee experience.
What You'll Do
Customer-centric Team Leadership
Lead, coach, and mentor a diverse IT support team across locations and time zones.
Set clear priorities, provide regular feedback, and support timely, professional issue resolution.
Experience leading team across multiple time zones
Seamless Technology Enablement
Oversee employee hardware and peripheral procurement to ensure staff have the tools they need.
Maintain asset management practices that support current needs and future planning.
Ensure all shared office spaces, including meeting rooms, conference rooms, and offices, are equipped with reliable, standardized, and user-friendly A/V technology that supports collaboration and hybrid work.
Support organization wide events such as All Hands meetings and yearly kick-off with technology solutions that enable collaboration for those in office and in remote locations
Empowering Employee Experiences
Coordinate smooth employee and co-op onboarding and offboarding experiences.
Responsive Issue Resolution
Improve ticket triage, prioritization, and resolution within defined service expectations.
Act as an escalation point for customer issues, ensuring clear ownership and communication.
Continuous Improvement through Customer Feedback
Use customer feedback to identify improvements and increase satisfaction.
Partner with cross-functional teams to resolve recurring issues and implement proactive solutions.
Transparent Performance Measurement
Define and review IT support metrics to identify trends and improve service delivery.
Share performance insights, risks, and improvement opportunities with stakeholders.
What We're Looking For
Bachelor’s degree in information technology, computer science, a related field, or equivalent experience.
Experience and proven track record of successfully leading and developing customer centric IT Support process es and team
Previous experience leading IT support teams is considered an asset.
Strong technical expertise across a broad rand of IT systems, hardware and software platforms i
Experience in IT equipment procurement and deployment
Demonstrated experience in leveraging customer feedback to drive continuous improvement
Strong analytical and problem solving skills with commitment to deliver innovative solutions that enhance customer experience.
Excellent communication skills with the ability to effectively engage with customers and stakeholders and deescalate situations.
ITIL foundations certified is an asset
General office environment/Work-from-home office environment
Required to work in the office 2-3 days/week
Prolonged sitting – 6+ hours
May be required to work extra hours, including on-call support for emergencies
After hours and weekend work is required periodically
Working Conditions:
Magnet is proud to offer benefits such as: - Generous time off policies - Competitive compensation - Volunteer opportunities - Reward and recognition programs - Employee committees & resource groups - Healthcare and retirement benefits Indicators of Success We’re looking for someone who checks off most, but not all, of the boxes listed in “skills and experiences”. It’s more important to us to find candidates who can displayindicators of success through skills they have developed and experiences they have been a part of, than to find folks who have “been there, done that”. We want to be part of your development journey, and we’ll learn as much from you as you learn from us. How We Work At Magnet Forensics, we take a hybrid-flexible approach to support your productivity and work-life balance. If you’re within a comfortable travel distance to one of our offices, you’ll occasionally join us in person. How often you’ll come in depends on your department and team needs, typically ranging from weekly to monthly. These in-person moments help us build stronger connections, spark new ideas, and celebrate our successes together. Most days, you can choose what works best for you, while staying in tune with your team’s goals. We’re excited to welcome you to our team and look forward to achieving great things together - both in the office and wherever you work best! The Most Important Thing We’re looking for candidates that can provide examples of how they have demonstrated MagnetCODEin their previous experiences: CARE– We care about each other and our mission to make a difference in the world.OWN – We are accountable for our results – while never forgetting to act with integrity, empathy, and respect.DEDICATE – We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.EVOLVE – We are constantly innovating and exploring new ways to work together to make an impact with our work. Here at Magnet Forensics, we are committed to continuous learning and are focused on building a diverse and inclusive workforce. This commitment will be reflected in our hiring processes and embedded in our values and how we treat one another. If you’re interested in this role, but do not meet all of the qualifications listed above, we encourage you to apply anyways. Magnet Forensics is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. We are committed to providing an inclusive, accessible recruitment process and work environment. Accommodation is available to all applicants upon request throughout the hiring process. Please contactaoda@magnetforensics.com should you require any accommodations. All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment. US Applicants:Magnet Forensics participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Magnet Forensics handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.
Manager, IT Support · Magnet Forensics