Job Summary

This role is responsible for driving operational excellence in a Microsoft Windows environment while ensuring high-quality client support in both English and French. The individual manages day-to-day service delivery, leads process optimization initiatives, and empowers the team to consistently meet and exceed client SLAs. They serve as the main escalation point for technical and operational challenges, fostering a culture of continuous improvement and innovation.

Key Responsibilities

1. Lead operations management by optimizing Microsoft Windows support processes and leveraging both English and French communication skills to address client requirements and ensure SLA compliance.
2. Mentor and guide the support team, providing technical leadership in troubleshooting and incident resolution within the Microsoft Windows environment.
3. Analyze and enhance reporting mechanisms using Microsoft Windows tools to streamline information flow and enable effective management decision-making.
4. Drive continuous improvement by identifying process gaps and implementing innovative solutions for business process optimization.
5. Facilitate clear communication of project objectives and progress to the team in both English and French, ensuring alignment with organizational goals.
6. Serve as the escalation point for complex Windows environment issues, collaborating with team members to deliver timely and effective solutions in accordance with client needs.

Skill Requirements

1. Expert proficiency in Microsoft Windows administration, including troubleshooting, configuration, and support.
2. Excellent command of both English and French for professional communication and client interaction.
3. Advanced proficiency in process improvement methodologies and operational reporting tools within a Windows environment.
4. Strong problemsolving and decisionmaking skills, demonstrating expert judgment in highcomplexity situations.
5. Ability to lead and mentor teams, fostering a culture of accountability and innovation.

Other Requirements

1. Microsoft Certified: Windows Server Hybrid Administrator Associate (optional but valuable)
2. ITIL Foundation Certification (optional but valuable)
3. DELF/DALF (French proficiency certification; optional but valuable)