IT Supervisor

Company Description

RIMEX Supply Ltd., with over 50 years of industry experience, is a globally recognized leader in manufacturing innovative wheels and rims for demanding industrial applications. By prioritizing customer needs, RIMEX delivers customized solutions, advanced products, and technologies like the TyreSense TPMS for tire monitoring and asset management. With a global presence of sales, inspection, and repair centers, RIMEX has earned a reputation as a reliable partner for the industrial heavy equipment sector.

Role Purpose

Own the reliability, responsiveness, and quality of RIMEX’s day-to-day IT services worldwide. Lead the service desk and field support, keep endpoints compliant and protected, manage identity and access, coordinate networks/telephony/CCTV, and drive ITIL practices (Incident/Request/Change/Problem/Asset). This role frees the Director to concentrate on enterprise cybersecurity, modernization, and TyreSense technology roadmap.

Key activities:

The key activities and areas of responsibility:

• World-class service operations: Stabilize SLAs (response, resolution), reduce backlog/MTTR, and lift CSAT across regions. Ticketing is centralized via our help desk portal.

• Endpoint health at scale: Raise patch compliance and device compliance; standardize imaging, joining, and policy baselines for Windows and mobile.

• Identity & access hygiene: Tighten joiner/mover/leaver execution with HR and regional managers; eliminate stale access and unused shared mailboxes.

• Resilient sites & branches: Stand up and maintain branch kits (network, Wi Fi, firewalls, phones, printers, CCTV) for new or expanding sites.

• Telephony & collaboration: Keep VOIP provisioning and changes flowing quickly and accurately, with approvals routed to the right stakeholders.

• Security operations partnership: Ensure endpoint protection coverage and enforce security policies and password manager adoption; provide audit ready operations evidence.

• Policy implementation: Operationalize controls and access procedures in line with regional laws and RIMEX policies.

• Program support: Provide operations support to ERP and TyreSense integration work (access, environments, device/app readiness, cutovers).

Working Model

Hybrid with regional flexibility; support a global footprint and occasional after hours for cross time zone changes; limited travel for branch builds and audits.

Education and Training

• Completion of IT-related post-secondary certificate or diploma program

• IT related training or certifications

• Advanced certifications and/or university degree considered an asset

Technical Skills

Service leadership & people management:

• Lead the global IT service desk and field support; coach analysts, manage schedules/on call, and handle escalations.

• Establish and run ITIL processes (Incident/Request/Change/Problem) and asset lifecycle. Drive SOPs and knowledge base quality.

Endpoint, identity, and collaboration:

• Own varies of OS deployment standards, patching cadence, device compliance, and secure configuration baselines.

• Manage identity & access, shared resources, and mailbox health; reduce generic mailboxes and mailbox quota issues.

Network, telephony, and site technology:

• Coordinate branch networks (switching/Wi Fi) and firewalls; stage ‘branch in a box’ kits for new locations and expansions.

• Administer VOIP numbers, users, and devices under business approvals and cost controls

• Oversee printers/MFDs and secure printing posture with reporting (not per job approvals) to control cost without friction.

• Coordinate CCTV rollout/maintenance and ensure footage access is restricted per policy.

Security & compliance collaboration:

• Partner with security on endpoint protection coverage, vulnerability/patch cadence, and evidence generation for audits.

• Enforce acceptable use practices and support regional legal/policy adherence in daily operations

Vendor, tooling & cost management:

• Administer help desk/ticketing licenses and vendor access; track utilization and recommend pruning or reallocations to control spend.

• Coordinate quotes, POs, and logistics with suppliers for site builds and replacements; keep stakeholders CC’d by location.

Projects & enablement:

• Provide the operational spine for ERP transformation and TyreSense program work: access, device readiness, user onboarding, and environment logistics across time zones.

• Support training/rollouts (e.g. device constraints for specialized tooling).

Success Metrics (Examples):

• First response and resolution SLAs by priority met ≥95%; backlog <10% of monthly volume.

• Patch compliance ≥95% within SLA; device compliance ≥95%.

• Endpoint protection coverage ≥99%; zero critical coverage gaps.

• Onboarding lead time ≤5 business days from approved request; leaver access removal ≤24 hours.

• Site readiness: new/expanded branches delivered to run book standard on time

• Ticket CSAT ≥4.6/5 across regions.

Qualifications

Must have

• 3-5+ years in IT operations with 1+ years leading a service desk or field support team in a multi site environment.

• Hands on depth with modern endpoint management, identity, and collaboration (Identity, mobile management, patching, imaging).

• Practical network/firewall/Wi Fi, printers/MFDs, and cloud telephony administration in production settings.

• Proven ITIL process execution and KPI ownership.

• Strong stakeholder communication across operations, HR, finance, and regional branch leadership.

Nice to have

• Exposure to endpoint protection platforms and working with security counterparts.

• Experience supporting ERP programs and/or product/OT integrations.

Career Attributes

In combination with excellent technical skills, team members demonstrate the following attributes:

• An excellent problem solver

• Practices an attitude of professionalism, working as a team member and providing excellent customer service

• Takes ownership of assigned work, completing tasks thoroughly and efficiently

• Ability to take on projects through to completion

• Thrives on helping people resolve technical issues

• Understands and values best practices and standards

• Follows established procedures and methodologies

• Embraces new and advanced challenges

• Committed to professional development

• Reliable and motivated when working independently

• Proactive and readily takes initiative

• Demonstrates sound judgment and makes good decisions

• Has strong written and oral English communication skills

Work Environment

• Standard office setting with frequent access to an industrial environment

• Available to work irregular hours when required

• Occasional travel to branches in Canada & USA as required

• Vehicle and valid drivers’ license required

Benefits

Great company culture

Family owned with Family values

RRSP Program

Performance Incentive Program

Competitive wages

Company paid events

Gift cards

Extended health coverage

Dental & Vision care

Travel Medical insurance

Employee assistance program

Life Insurance / Accidental Death

Health Care Spending Account

We would like to take this opportunity to thank all applicants in advance; however, only those short-listed will be contacted.