Are you an IT professional with a passion for leadership and collaboration? Do you thrive in a dynamic, fast-paced environment where your expertise ensures technology runs at its best?

McInnes Cooper is excited for a Helpdesk Manager to join our Technology and Information Services team in Halifax. In this leadership position, you will be the driving force behind delivering exceptional technical support to all firm members. You will lead the Helpdesk/Operations team, ensuring that all firm members receive prompt, effective, and friendly support.

If you are ready to take your career to the next level and make a real impact, join our team and help us elevate our technology operations to new heights!

As a Helpdesk Manager, you will:

• Providing coaching, supporting and guidance to team members while fostering professional growth;
• Assigning team priorities and managing schedules for coverage;
• Implementing processes for incident and request management in line with ITIL v3 standards;
• Enhancing knowledgebase documentation for consistent issue resolution;
• Identifying improvement opportunities and analyzing client issues to continually enhance client service;
• Tracking metrics to measure team effectiveness and efficiency;
• Managing vendor relationships and ensuring hardware and software compliance; and,
• Must be available for occasional after-hours work; travel within the Atlantic Provinces will be required on a quarterly basis.

The successful candidate will possess the following skill set:

• Bachelor's degree in Computer Science, Information Technology, or a recognized post-secondary technical diploma in a related field;
• Minimum of eight (8) years of related IT experience including business/client support and team leadership;
• Knowledge of automation technologies such as PowerShell, Power Automate or Boomi;
• ITIL v3 Foundation Certification;
• Extensive experience with core software applications, Microsoft 365 Office Applications, including Microsoft Teams, and iManage Work considered an asset;
• Excellent problem-solving skills and attention to detail;
• Strong communication and collaboration abilities including presentations to clients and senior business and technical members; and,
• Ability to manage expectations with peer teams and clients and handle high-pressure situations with tight deadlines.

Our team members have access to:

• Defined-benefit pension plan;
• Firm-paid health and dental benefits;
• Health spending account;
• Personal spending account (wellness);
• Time for you:
  • Including vacation, personal and sick days.
• Balancing life:
  • Work from home / Flex work options available for many team members.
• Our Team - we can't say enough about our people! You will be part of a collaborative, collegial, respectful and caring team; and,
• Have the opportunity to participate in a variety of teams including Collective Social Responsibility, Wellness, Diversity, Equity & Inclusion, Special Events and so many more!

McInnes Cooper is committed to building an environment that is diverse and inclusive, representative of the communities in which we serve. We welcome and encourage applications from persons who identify as racially visible, Indigenous, persons with disabilities, women in underrepresented roles and members of the 2SLGBTQIA+ community. Applicants from these equity groups may self-identify through our on-line application process.

As part of the recruitment process, MC will provide accommodation(s) to candidates with disabilities. If you require an accommodation(s) to participate in the recruitment process with us, please contact Alana Burgess at [email protected] or 902.455.8260.