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IT Support and Operations Director

Job Number: J1022-0396
Job Type: Regular
City, Province, Country: Boucherville, Quebec, Canada
Job Category: IT
Number of Positions: 1

A leader in the heating, ventilation, air conditioning and refrigeration industry, and celebrating its 70th anniversary in March 2022, The Master Group has been named one of Canada's Best Managed Companies since 2010 and is the largest privately held HVAC-R distributor in Canada. Today, the company employs 1,300 dynamic and dedicated people who serve the industry in more than 49 branches and 4 distribution centers from British Columbia to the Atlantic Provinces and in 19 branches in the United States.

Do you always think that helping your colleagues in the organization is an opportunity for your team’s know-how to shine and improve everyone’s ways of doing things and the related technologies?

Are you someone who loves new technologies? Do you want to have the chance to test and implement approaches that would clearly be much more effective than the decade-old tools that everyone is using right now?

Have you always wanted to have a real impact with your skills and ideas, but you frequently come up against roadblocks preventing you from making progress?

At Master, we believe in ideas; our people believe in technologies and adopt them quickly. Our growth is exponential, our values are undeniable, and we have all the means to reach our goals. You’re all that’s missing.

Here’s the challenge:
Thanks to your customer-based approach and strong organizational skills, you will be responsible for the support and operation of information technology for the whole Master Group and the management of a team of multi-site employees across Canada (Montreal, Edmonton, Calgary and Toronto).

Principal tasks:

Reporting to the vice president of IT & Digital, the IT support and operations director is recognized for his or her empathy and willingness to help his or her resources and colleagues achieve maximum effectiveness. He or she has outstanding problem-solving skills and thrives in complex situations because they are an opportunity to innovate. Responsible for the entire office environment made available to the Master Group’s resources, he or she takes great care to master user needs by bringing his or her ideas to bear on them.

• Always aim to provide a technological environment with cutting-edge technologies while providing peerless support to customers
• Manage technical support teams, software support, and resources dedicated to the IT work environment
• Innovate in the field of technological tools for working and managing computer equipment by planning its best implementation and use
• Promote new ideas and initiatives within the team to foster continuous improvement
• Develop simple and effective management policies, rules, and procedures
• Supervise and ensure the proper execution of daily operations
• Participate in the process of resolving open tickets within the deadlines stipulated in service agreements and act as a mentor on his or her team
• Disseminate tables and reports to other departments
• Develop KPIs that measure the quality and timeliness of the team’s services and support resources to achieve the department’s goals
• Act as a mentor to the team by providing advice during actions
• Collaborate with various management teams and propose solutions that meet their needs
• Participate in all team and IT Department projects related to his or her team


• Hold a university degree in computer science or a related field
• Have eight years of experience in the technical support field
• Good judgment in assessing priorities
• Excellent leadership, communication (verbal and written), presentation, and coaching skills
• Strong analytical, problem-solving, and decision-making skills
• Knowledge of ITIL methodology
• Very good interpersonal communication skills
• Organized, thorough, and detail oriented
• Oral and written bilingualism (French and English) is critical.

Skills and qualities sought
• Collaboration
• Agility
• Mobilizing leadership
• Ability to oversee work
• Results focused

Work conditions:

  • Group insurance from day 1 (medical, dental, short and long term disability insurance)
  • Contribution to a group RRSP upon hiring
  • Employee assistance program (psychological, financial, legal and parental support services)
  • Access to telemedicine with health professionals by chat or secure video session from day 1
  • Contribution to membership in a fitness center
  • Reimbursement of membership or renewal of a professional order
  • Anticipated vacation program