IT Service Desk Manager

Role Overview

• Provide direction, coaching, and performance management to Service Desk staff.
• Promote a respectful, inclusive, and high-performing team culture.
• Facilitate regular team meetings, individual development plans, and succession planning.
• Encourage employee engagement through transparent communication and recognition.
• Efficiently completing all people management HR tasks in a comprehensive and timely manner.
• Oversee the resolution of IT incidents and service requests through multiple support channels.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Manage escalations and ensure timely and effective resolution.
• Execute continuous improvement activities to drive improvement in key IT KPIs such as user satisfaction, service level compliance to response and resolution for both incidents and service requests, rework rate, first contact resolution.
• Manage and improve the on-call rotation and process for the NORAM service desk team.
• Support the Major incident managers and resolution teams during major incident management events.
• Establish and maintain strong working relationships with internal stakeholders across business units.
• Partner with IT Business Partners to act as trusted advisors to departments, ensuring alignment between IT support and business needs.
• Facilitate feedback loops to improve service quality and responsiveness.
• Apply Agile principles to enhance team collaboration, transparency, and iterative improvement.
• Utilize Lean methodologies to identify and eliminate waste, streamline workflows, and optimize IT service delivery.
• Promote a mindset of learning and continuous value delivery.
• Ensure the implementation and continuous improvement of ITIL-based service management processes.
• Ensure consistent adoption of incident, request, problem, and change management workflows.
• Maintain accurate and up-to-date documentation, SOPs, and knowledge base content.
• Administer and optimize service desk platforms (e.g., ServiceNow, SCCM).
• Collaborate effectively with infrastructure, applications, and cybersecurity teams to ensure integrated support.
• Ensure all service desk operations comply with organizational security policies and applicable regulations.
• Support internal and external audits and maintain documentation for compliance purposes.
• Security Clearance Requirement: Must be eligible for and obtain Government of Canada security clearance (e.g., Reliability Status or Secret Level, based on role scope).

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• Minimum of 5 years of progressive experience in IT support, including 2+ years in a leadership capacity.
• ITIL certification or equivalent process knowledge.
• Agile practice and ways of working.
• Demonstrated ability to lead diverse teams and drive performance in a service-oriented environment.
• Expertise in using the ServiceNow platform for ITSM, Asset Management, etc.
• Expertise in enterprise IT hardware, software and technologies.
• Strong working and troubleshooting knowledge of the Microsoft 365 suite (M365 Apps, Windows 10/11, Outlook, Teams, SharePoint, etc)
• Strong communication, interpersonal, and stakeholder management skills.
• Proficiency with enterprise ITSM platforms and remote support tools.
• Ability to work flexible hours and manage geographically distributed teams.
• Legally authorized to work in Canada.
• Bilingual in French is a plus.

Tech Stack

• Cyber Security
• ITSM
• ServiceNow

Benefits

• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.
• Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.
• Company paid holidays, vacation days, and paid sick leave.
• Voluntary Life, AD&D, Critical Illness, Long-Term Disability.
• Employee Discounts on home, auto, and gym membership.