The Manager of Technical Support provides Tier 1/2 IT support, oversees service to executive users, manages IT asset lifecycles, and drives continuous improvement in IT operations and security.
Novacap is a leading North American private equity investor and one of Canada’s most experienced private equity firms. Founded in 1981 to partner with visionary entrepreneurs, Novacap focuses on middle market companies in four core sectors, Technologies, Industries, Financial Services and Digital Infrastructure.
Job description
The person is the IT team’s primary support lead and day-to-day point of contact. She/he ensures high-quality end-user service (including executives/VIPs), system reliability, and a secure environment, while contributing to continuous-improvement projects. She/he excel in operations (SLAs, incidents, service requests) as well as in automation and documentation.
Key responsabilities
Support & service
- Provide Tier 1/2 support: take ownership of Helpdesk tickets, triage/assign, follow through to resolution, and meet SLAs.
- Deliver white-glove service to executive/VIP users with speed, professionalism, and discretion.
- Manage onboarding/offboarding (accounts, workstations, access, devices) and the IT asset lifecycle.
- Maintain and enhance the knowledge base (procedures, user guides).
- Proactively monitor email security (Proofpoint, logs) to catch and resolve false positives before impact.
- Ensure videoconference room availability (calibration, testing, on-call support as needed).
Administration & Reliability
- In partnership with the Director IT, administer the environment: networks, Azure Entra ID, SSO, Microsoft 365, Azure IaaS, Intune, Apple Business Manager, Zscaler ZTNA, and Proofpoint.
- Apply ITIL best practices (incident, request, problem, change); measure and drive continuous improvement.
- Monitor system performance/capacity/security and automate recurring tasks (scripts, Intune policies).
Continuous Improvement & Projects
- Contribute to digital transformation and cybersecurity initiatives with a strong employee-experience focus.
- Participate in technical assessments as part of IT procurement due-diligence processes.
- Support the Director IT with documentation, audits, and lifecycle management (patching, hardening, upgrades).
Experience and skills required
- Degree in Computer Science/IT (or equivalent experience plus current, relevant certifications).
- 5–7 years of systems administration experience with a strong end-user support component.
- Advanced knowledge of Intune, Apple Business Manager, Microsoft Azure/Entra ID, Microsoft 365; backup, monitoring, and security tools (e.g., Zscaler, Proofpoint).
- Experience in a financial/regulatory environment is an asset.
- Excellent communication skills in French and English.
- Availability for after-hours support; occasional travel to Toronto/New York.
Key qualities sought
- Customer service: strong service mindset, empathy, and coaching approach; ease with VIP users.
- Rigor & reliability: SLA/results orientation, proactive follow-through, sound prioritization.
- Technical depth: solid foundations in systems, M365/Azure/identity, security, networks; interest in automation.
- Communication & collaboration: clear, audience-appropriate explanations; close work with internal teams and vendors.
- Analysis & resolution: structured diagnostics, root-cause treatment, continuous improvement.
- Business acumen: understands how IT impacts the business; curiosity to learn more.
Top Skills
Apple Business Manager
Azure Entra Id
Intune
Microsoft 365
Azure
Proofpoint
Zscaler
Novacap Brossard, Québec, CAN Office
3400, rue de l'Eclipse, Suite 700, Brossard, Quebec, Canada, J4Z 0P3
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