Overview
Supervisor – IT Operations Jobs in Quebec, Canada at MDA Space
Title: Supervisor – IT Operations
Company: MDA Space
Location: Quebec, Canada
Category:
Location: Quebec
Building the space between proven and possible, MDA Space (TSX:MDA) is a trusted mission partner to the global space industry. A robotics, satellite systems and geointelligence pioneer with a 55-year+ story of world firsts and more than 450 missions, MDA Space is a global leader in communications satellites, Earth and space observation, and space exploration and infrastructure. The MDA Space team of more than 4,000 space experts in Canada, the US and the UK has the knowledge and know-how to turn an audacious customer vision into an achievable mission – bringing to bear a one-of-a-kind mix of experience, engineering excellence and wide-eyed wonder that’s been in our DNA since day one.
For those who dream big and push boundaries on the ground and in the stars to change the world for the better, we’ll take you there.
The Role
MDA Space IT is seeking a customer-focused leader to oversee the Tier 1 Service Desk and Tier 2 Deskside Support teams serving all Quebec sites, including Sainte-Anne-de-Bellevue, Baie-d’Urfé, Kirkland, St-Hubert, Gatineau, and St-Bruno-de-Montarville.
Reporting to the Manager – IT Operations, the Supervisor – IT Operations is responsible for delivering reliable, high-quality end-user IT services while promoting a consistent and positive customer experience. The role provides leadership in service delivery, operational improvement, stakeholder communication, and team development.
This position leads a team that supports end users, resolves complex technical issues, and implements practical solutions that align with business needs and service expectations.
The Supervisor also works closely with IT and business partners to strengthen systems, improve processes, and support hiring, employee development, engagement, retention, and succession planning.
Occasional travel is required to support employees and operations across MDA Space locations.
Job Responsibilities Technical
- Lead the local IT Operations Support team in delivering reliable, customer-focused technical services.
- Develop and maintain user-friendly self-service resources and support documentation.
- Provide technical leadership and clear communication to business stakeholders.
- Oversee projects, priorities, risks, and timelines, and provide regular status updates.
- Drive continuous improvement through user feedback, operational insights, and lessons learned.
- Support audit, compliance, and corrective action requirements.
- Lead complex issue resolution and escalations with a focus on service quality and timely communication.
- Ensure team adherence to company policies, standards, and service expectations.
- Evaluate and implement tools, processes, and service enhancements that improve the end-user experience.
- Collaborate with other IT teams to strengthen workflows and support delivery.
- Act as a delegate for the Manager – IT Operations, as required.
Front End of the Business
- Support technology evaluations with a strong focus on business value, service quality, and user impact.
- Manage vendor and service provider relationships to ensure performance expectations are met.
- Maintain clear user documentation and contribute to effective service management practices.
- Partner with internal teams to deliver practical, user-centered IT solutions.
- Serve as a key point of contact between leadership, employees, and IT teams.
- Build strong stakeholder relationships to align IT services with operational and business needs.
- Identify trends and opportunities to improve systems, processes, and training that enhance the customer experience.
Customer Experience
- Champion and continuously improve the end-to-end user support experience.
- Promote clear, timely, and professional communication during incidents and service disruptions.
- Monitor customer experience metrics and use insights to improve service delivery.
- Gather user feedback and translate it into meaningful service improvements.
- Lead escalations and keep stakeholders informed through to resolution.
- Expand self-service resources that make IT support easier to access and navigate.
- Foster a customer-first team culture through coaching, recognition, and continuous development.
Resource Management
- Lead hiring, coaching, and…