Mathieu Hétu
IT Operations Supervisor
Québec City region
More than 15 years making technology simple for businesses. Today I supervise IT operations for a managed services provider in the Québec City region, with one foot in the tech and the other on the client’s side.
- Client relationship
- Process and methods
- Team and coordination
- Endpoints, M365 and identity
- Servers and network
- Security
What I bring
Operations that hold up
Since 2009 I’ve led support teams: Geek Squad, an IT service centre, then the support department of a fast-growing startup. Today I supervise operations for an MSP in the Québec City region.
Technical, from the inside
Trained as a technician, then Linux administration, networking, Microsoft 365, Active Directory, virtualization. I understand what happens under the hood, so I can ask the right questions and make the right calls.
The client’s point of view
Account manager, entrepreneur, consultant: I’ve sat on the other side of the table. I translate technology into clear business decisions, with a human approach.
Experience
2026 – present
Operations Supervisor — Québec City region
GTO Gestion Informatique
- Lead IT operations for the Québec City region at a managed services provider, working daily with the Saint-Hyacinthe team.
- Project lead for cybersecurity services aimed at SMB clients.
- Contributor to a standardized deployment method and client lifecycle mapping.
2024 – 2025
Enterprise Account Manager
Novbox
- Worked with sales teams to understand client needs and propose fitting technical solutions.
- Designed system architectures for complex projects; delivered technical demos and mock-ups.
- Owned the technical side of projects throughout their lifecycle.
2023 – 2024
President
MH Service Technologies
- IT consulting firm: infrastructure optimization, technology project management and team coaching.
2020 – 2023
Director of Technical Support and Customer Service, then Linux System Administrator
oxio
- Led technical support and customer service at a telecom startup through a period of rapid growth.
2017 – 2020
Team Lead — IT Service Centre
QSL
- Managed the IT support team. Previously help desk coordinator and IT buyer (2014 – 2015).
2015 – 2017
IT Technician
Québecor (Centre Vidéotron)
2009 – 2014
Geek Squad Team Manager
Best Buy Canada
- Led the team, recruited and coached agents, drove financial and operational results, customer satisfaction and loyalty.
Education and certification
- Cisco Customer Success Manager (CSM) certificationCisco
- Certificate in Business Systems AnalysisUniversité Laval, 2014 – 2016
- Vocational diploma (DEP), Computer TechnologyCFP Fierbourg, 2012 – 2013
Skills
Management and operations
- MSP operations supervision
- Support team leadership
- Customer service management
- Process documentation
- ConnectWise
Advisory and client relations
- Account management
- Needs analysis
- Solution architecture
- Technical demos
- IT solution selling
Microsoft and infrastructure
- Microsoft 365
- Active Directory and GPO
- PowerShell
- Windows Server
- Hyper-V and Proxmox
- Linux
Network and security
- Networking
- UniFi
- SMB cybersecurity
- Backup and recovery
Latest posts
All postsChoosing a managed IT services provider: 10 questions to ask
The 10 questions an SMB should ask a managed services provider (MSP) before signing, and the answers that should reassure you.
Let’s talk
A question about your IT, a project or a collaboration? Write to me.