Manager, IT Support

Magnet Forensics · Waterloo / Ontario · 1 month ago

Work mode: Hybrid
Employment: Internship
Category: Support

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

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 processes 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

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

After hours and weekend work is required periodically

Compensation & Benefits

The Compensation Range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you. If the compensation structure for the role includes an incentive component (i.e. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).

$100,000 - $150,000 CAD (CAD) a year

Salary range (min - max)

Current Vacancy

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 display indicators 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 Magnet CODE in 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 contact [email protected] 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

What You'll Do

What We're Looking For

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