IT Support Services Manager

Job not on LinkedIn

🔥 0 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Innovaderm Research Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

💊 Pharmaceuticals

🏥 Healthcare

💼 Consulting

Pharmaceuticals • Healthcare • Consulting

Innovaderm Research Inc. is a Contract Research Organization (CRO) specialized in dermatology, providing scientific guidance and conducting Phase I to IV clinical trials in the field. With a strong presence in North America and Europe, Innovaderm offers a comprehensive range of services including study design, regulatory consulting, project management, patient recruitment, and data management, ensuring high-quality research outcomes and customer satisfaction since 2000.

📋 Description

• Lead and manage daily Service Desk operations • Ensure incidents and service requests are handled within defined SLAs • Monitor ticket queues, escalations, and service performance metrics • Implement ITSM frameworks and maintain support documentation • Drive continual service improvement and automation initiatives • Review and improve service desk systems, including AI chatbots and automated AI/rule-based classification • Configure SLAs, reporting, and tracking mechanisms • Ensure consistent service levels across operational time zones • Lead Help Desk employees, contractors, and service providers • Conduct hiring, onboarding, training, coaching, and performance reviews • Develop staff skills and career progression plans • Establish workload priorities and allocate resources • Oversee endpoint lifecycle management, provisioning, deployment, replacement, and disposal • Ensure secure and compliant access to employee tools • Maintain Microsoft 365, Teams, laptops, mobile devices, printers, docking stations, conference rooms, and other workplace technology • Ensure efficient onboarding and offboarding processes • Maintain hardware and software inventory and a real-time CMDB • Measure and improve customer satisfaction and service desk KPIs • Identify recurring issues and implement permanent solutions • Coordinate major incidents and stakeholder communications • Ensure support processes comply with corporate security policies • Collaborate on access management, endpoint security, vulnerability remediation, and audit requirements • Support GDPR, GxP, FDA 21 CFR Part 11, ISO 27001, and Cybersecure Canada initiatives • Manage support vendor and technology partner relationships • Identify, negotiate, and maintain equipment-management vendors across operating countries • Participate in software licensing and hardware procurement • Ensure vendors meet contractual and performance obligations • Participate in infrastructure, security, and workplace technology projects • Conduct operational readiness reviews for new solutions • Support change management and user adoption activities • Perform other assigned responsibilities when qualified or adequately trained

🎯 Requirements

• Strong leadership and coaching abilities • Excellent customer service orientation • Strong analytical and problem-solving skills • Effective verbal and written communication • Available to adapt working hours to be available from 8am to 5pm EST; operations range from west coast North America to India (UTC-7 to UTC+8) • Excellent English communication skills; French language is an asset • Ability to work in a regulated and compliance-driven environment • Bachelor’s or equivalent degree in Computer Science, Information Security, or related field • 5–8 years of IT support or service desk experience • 2–5 years of people management experience • ITIL® Foundation Certification • Experience managing Microsoft 365, Intune, Entra ID, and endpoint services • Experience with ITIL-based service management practices • Good knowledge of good clinical practices and applicable Health Canada and FDA regulations/guidelines • Must be legally able to work in Canada

🏖️ Benefits

• Flexible work schedule • Permanent full-time position • Company benefits package • Ongoing learning and development • Avantages sociaux complets (soins médicaux, soins dentaires, soins de la vue, REER, vacances, jours personnels, clinique médicale virtuelle, rabais sur le transport en commun, activités sociales)