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User support and work environment manager

Job Number: J0422-0671
Job Type: Regular
City, Province, Country: Boucherville, Quebec, Canada
Job Category: IT
Number of Positions: 1
Job Location: Hybrid / Boucherville

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 coworkers in the organization is a chance for your team’s know-how to shine and improve everyone’s day-to-day ways of doing things and the relevant technologies?

Are you someone who loves new technologies? Do you want to have the chance to test and implement things that would clearly be much more effective than the tools of ten years ago that everyone is using right now?

Have you always wanted to have a real impact with your skills and ideas but frequently come up against roadblocks where you are now?

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 attain our goals. You’re all that’s missing.

Our user support and work environment manager has empathy and an undeniable desire 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 Master’s resources, he or she takes great care to master user needs by bringing his or her ideas to bear on them.

Principal tasks:

• Always aim to provide a technological environment with cutting-edge technologies and peerless support to customers
• Manage technical support teams, software support, and resources dedicated to the IT work environment
• Enhance technological tools for work and the management of computing equipment by planning their best implementation and use
• Promote new ideas and initiatives within the team to foster continuous improvement
• Develop simple, effective management policies, rules, and procedures
• Supervise and ensure the proper execution of daily operations
• Participate in the process of resolving open tickets according to the deadlines stipulated in service agreements and act as a mentor on your team
• Disseminate tables and reports to other departments
• Develop KPIs that measure the quality and timeliness of the service provided by the team and support resources to achieve the department’s goals
• Participate in all team projects and team-related IT department projects


• Hold a university degree in computer science or a related field
• Have eight years of experience in the field of computing support
• 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
• Outstanding interpersonal communication skills
• Organized, thorough, and detail oriented
• Oral and written bilingualism (French and English)

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