Supervisor, IT Technical Support

Your New Company!
At Altasciences we all move in unison to assist and work in the discovery, development, and manufacturing of new drug therapies to get them faster to people who need them.  No matter your role, we all play an important part and you will have a significant impact on the health and well-being of people across the globe. By living our values of Employee Development, Customer Focus, Quality and Excellence, Respect and Integrity, we look to foster a passionate and collaborative work environment and we are looking for talented and enthusiastic people, like you, to join our growing team! Whether you're a recent college graduate or seeking your next career opportunity, it's time to discover your future at Altasciences.

We are better together and together We Are Altasciences.

About The Role
The IT Technical Support Supervisor, reporting to the Sr. Director of IT & Strategic Planning, is responsible for managing the IT Service Desk operations and personnel. The purpose and mission of the IT Service Desk function is to support Altasciences’ users in their usage of the tools provided by the Altasciences IT department such as computers, telephones, software, laptops, mobile phones, etc. The IT Technical Support Supervisor will promote best practices for IT Service desk operations including, but not limited to, good customer service, established technical guidelines, and adherence to documentation practices for both regulatory and departmental standards. Additionally, the IT Technical Support Supervisor will be required to directly support our internal Altasciences customers when necessary.

What You’ll Do Here

• Manage day to day IT Service Desk operations

• Establish performance guidelines and provide mentorship and performance feedback to staff

• Promote, enforce, and provide input on Technician training guidelines

• Promote and enforce established Customer Service guidelines with the goal of providing a consistently positive customer experience

• Promote and enforce adherence to policies and processes for usage of the Altasciences ITSM/ITAM system

• Provide accurate and creative solutions to customer problems

• Act as a point of escalation and communication between Technician staff and IT Operations, Networking & Security, Validation, and Development teams

• Ensure availability of IT Technician resources for Laval and Montreal IT Support Incidents and Service Requests

• Provide guidance and management of prioritization of IT Support Incidents and Service Requests

• Provide input on Altasciences enterprise policies and processes for the IT Service Desk function

• Ensure known problems are documented in the ITSM Knowledge Base

What You’ll Need to Succeed

• College degree or relevant experience.

• CompTIA A+, Network+, and/or Security+ certifications desired.

• Excellent diagnostic and problem-solving skills

• Advanced knowledge in PC hardware including desktops, laptops, and tablets

• Advanced knowledge in the installation, configuration, and troubleshooting of Windows 7, Windows 10 desktop operating systems

• Advanced knowledge in the installation, configuration, and troubleshooting of client Cisco VoIP related hardware (desk phones) and software (Jabber)

• Advanced knowledge of Microsoft Office products

• Advanced knowledge in the management and support of printers, TCP/IP protocols, Active Directory, Remote Desktop Services, AirWatch Mobile Device Management, Windows Deployment Services WDS, and Antivirus/Antimalware software

• Advanced knowledge in mobile phone technology support including iPhone, Android, and Blackberry

• Intermediate to Advanced knowledge in VPN technology deployment and support

• Intermediate to Advanced knowledge of Microsoft Windows Server management

What We Offer

The salary range estimated for this position is $75,000 - $109,000. Please note that salaries vary within the range based on factors including, but not limited to, prior relevant experience, skills, education, certification, location as well as internal equity and market data. Altasciences offers a wide variety of benefits to help our employees live healthy and fulfilling lives both at and outside of work.

Altasciences’ Benefits Package Includes:

• Health/Dental/Vision Insurance Plans

• 401(k)/RRSP with Employer Match

• Paid Vacation and Holidays

• Paid Sick and Bereavement Leave

• Employee Assistance & Telehealth Programs

Altasciences’ Incentive Programs Include:

• Training & Development Programs

• Employee Referral Bonus Program 

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MOVING IN UNISON TO DELIVER A BIG IMPACT WITH A PERSONAL TOUCH

Altasciences is an equal opportunity employer committed to diversity and inclusion. Our goal is to attract, develop and retain highly talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability or any other protected grounds under applicable legislation. Reasonable accommodations for persons with disabilities during the recruitment process are available upon request. Join us at Altasciences!