Manager, IT User Support 1-year contract

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact's commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

About the role

We are looking for a Manager, IT User Support for a 1-year temporary contract, for our growing team!

What you will do:

• Manage a team of IT Service Desk analysts responsible for access management, in a context of transformation and operation optimization
• Control, measure and optimize the access management process to achieve the operational objectives
• Manage the operations inherent in the access management process, including productivity and the quality of the work performed.
• Ensure that the user experience offered and generated by your team members is of superior quality.
• Establish and manage best practices in access management.
• Define customer experience standards and metrics, ensure that the SLAs are met
• Ensure the follow-up of the quality of the service offered, identify potential areas for improvement and implement the necessary corrective measures.
• Regularly inform IT management of the status of significant business issues and publish the results.
• Ensure the professional development of your team.
• Create a working atmosphere that generates a high level of commitment within the team.

What you bring to the table:

• Bachelor's degree in Computer Science or any combination of education and equivalent experience

• ITIL certification an asset
• More than 5 years of experience in process management or operations management
• A minimum of 5 years of experience in personnel management
• Political skill, ability to interact at all hierarchical levels of the organization
• Good knowledge of technologies in large companies
• Ability to establish a collaborative environment under pressure
• Great sense of urgency and good resistance to pressure in times of crisis
• Ability to synthesize and good communication skills
• Availability in case of emergency, outside office hours
• Autonomous, determined and results-oriented
• Bilingual (French and English) bilingualism is required considering the necessity to interact on a regular basis with colleagues across the country.
• No Canadian work experience required, but authorization to work in Canada is required.

What we offer

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a temporary member of our team:

• Inspiring leaders and colleagues who will lift you up and help you grow

• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities.

• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact's commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We'll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.