Manager, IT Support

Job description

**Who We Are; What We Do; Where We’re Going** Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries. Serving thousands of customers globally, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security. With employees based around the world, Magnet Forensics has been expanding our global presence. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity. If you think you would be the right person to join our team working towards this goal, we would love to hear from you! 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 1. **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 2. **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 3. **Empowering Employee Experiences** - Coordinate smooth employee and co-op onboarding and offboarding experiences. 4. **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. 5. **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. 6. **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 **Working Conditions:** - 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