Our Client is looking for a strong IT Support Lead to join their growing IT Operations team. This is a hands-on leadership role that combines people management, end-user support, and full-lifecycle IT asset management for their Montreal office. You will be the primary in-person technology partner for more than 100 local colleagues while collaborating closely with peers in Toronto, New York, and Europe to deliver a seamless global IT experience. The position is a hybrid role requiring 3-4 days in the office.

Responsibilities:

Lead & Coach the Service Desk (30%)

• Mentor and schedule the help-desk team; set SLAs, track KPIs, and cultivate a customer-first culture.
• Own the queue (Freshservice) and ensure incidents, requests, and changes are resolved or escalated promptly.

Deliver Hybrid & On-Site Support (30%)

• Provide desk-side support for hardware, SaaS platforms (Google Workspace, Slack, Zoom, 1Password, etc.), and meeting spaces.
• Onboard and offboard employees (accounts, training, etc.).
• Coordinate occasional after-hours maintenance or urgent support

Own IT Asset Lifecycle (30%)

• Forecast, order, receive, image, deploy, track, and retire laptops, mobile devices, peripherals, and conference-room tech.
• Maintain a 100% accurate hardware/software CMDB; report metrics (stock levels, warranty renewals, depreciation).

Contribute to Continuous Improvement & Security (10%)

• Assist the Director, IT with new tool evaluations, proof-of-concepts, and policy rollouts.
• Champion cybersecurity best practices; partner with the Security team on audits and awareness campaigns.

What You Bring

• 5 + years in IT support, with at least 3 years leading or mentoring a service-desk team .
• Fluency in French and English (written & spoken) to serve our bilingual user base.
• Proven experience managing asset inventory, procurement, and vendor relationships.
• Strong knowledge of Windows and Mac OS endpoints; comfort with MDM tools (eg, Jumpcloud).
• Admin-level familiarity with cloud collaboration suites (Google Workspace preferred).
• Ability to work on-site a majority of the week, plus occasional travel (eg, Toronto) and after-hours work when urgent issues arise.