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Added 9 mins ago
Vendor Manager, Canada Hardlines, Canada Hardlines - Toys, Sports & Outdoor
Amazon
Toronto, ON
…the category across a range of subjects, from Customer and Delivery Experience to pricing to selection. They should also have experience building strong relationships, driving significant…
Added 9 mins ago
H
Workplace Project Manager
Harvey
Remote, Canada
- $76,000 to $114,000 CAD / year
- Full-time
- Remote
As a Workplace Project Manager, you'll take our workplace playbooks and standards and turn them into delivered projects and programs on the ground - office moves and openings, and global…
Added 9 mins ago
RB
Investment and Retirement Planning Assistant
Royal Bank of Canada
Harrison, MB · RUSSELL-BINSCARTH, Manitoba
- Full-time
Provide superior responsive execution and delivery of client transactions/requests
Added 9 mins ago
Vendor Manager, Canada Hardlines
Amazon
Toronto, ON
…the category across a range of subjects, from Customer and Delivery Experience to pricing to selection. They should also have experience building strong relationships, driving significant…
Added 9 mins ago
CC
Retail Shift Leader
Canna Cabana
Fort McMurray, AB · Haxton, Fort McMurray, AB
- Part-time
Oversee the responsibilities of the Store Manager in the absence of SM or ASM
Added 20 mins ago
N
Pre-Sales Consultant - Commercial Real Estate Software
Nakisa
Montreal, QC
- Full-time
Support implementation success. Partner with Customer Success and Professional Services teams during onboarding, training, and adoption to ensure value delivery beyond the sale.
Added 22 mins ago
V
Senior Talent Acquisition Partner
Versaterm
Ottawa, ON
- Full-time
Lead the planning and delivery of talent acquisition initiatives and programs owned by the Manager, TA, managing scope, timelines, stakeholders, and results.
Added 22 mins ago
NH
Coordinator, Student Placement and Learning
Northumberland Hills Hospital
Cobourg, ON
- Full-time
Reporting to the Manager of Professional Practice, the Student Placement and Learning Coordinator will support the administration and coordination of professional practice activities,…
Added 22 mins ago
SC
Pharmacy Manager
Stoakley-Stewart Consultants Ltd.
AB · Greater Edmonton Metropolitan Area
- Full-time
A specialized pharmacy focused on customized, patient-specific medications that aren’t commercially available is looking for a Pharmacy Manager to join their team.
Added 37 mins ago
WC
Pharmacy Assistant - Term
Walmart Canada
Whitehorse, YT
- Contract
…Operations required of a team player. They are a key member in the delivery of superior customer…
Added 37 mins ago
WC
(CAN) Pharmacy Assistant
Walmart Canada
Whitehorse, YT
- Full-time
…Operations required of a team player. They are a key member in the delivery of superior customer…
Added 38 mins ago
YG
Preconstruction Project Manager
York Group
Edmonton, AB
- Full-time
Reports to: Preconstruction Operations Manager
Added 38 mins ago
BO
Occupational Health and Safety Consultant
Board Of Governors of Exhibition Place
Toronto, ON
- $91,965 to $116,220 CAD / year
Reporting to the Labour Relations and Health & Safety Manager, the OHS Consultant will direct all activities related to the development and delivery of the Occupational Health & Safety…
Added 38 mins ago
T
Account Manager
T&P
Toronto, ON
- Full-time
…precise briefing, adherence to schedules, and high-quality asset…
Added 38 mins ago
NP
Recruitment Coordinator
Naturally Pacific Resort
Campbell River, BC
- Full-time
Post positions to appropriate internet sources, conduct telephone interview pre-screens, and recommend candidates to hiring manager
Added 38 mins ago
FN
Branch Manager
First Nations Bank of Canada
Winnipeg, MB
- $80,301 to $115,634 CAD / year
- Full-time
As the Branch Manager, you will collaborate with the retail banking leadership team, while overseeing the recruitment, development and coaching of branch staff. You are highly adaptable,…
Added 38 mins ago
DA
Automotive Parts Coordinator
Distinctive Autoworks
Edmonton, AB
- Full-time
Works with the Shop Manager to ensure that operations are compliant with all provincial and national regulatory standards pertaining to health and safety, quality and employment standards;
Added 38 mins ago
TM
Afternoon Production Floor Supervisor
Tradesman Manufacturing
Lethbridge, AB
- Full-time
Provide coaching, mentoring, discipline and support to direct and indirect reports; provide feedback on performance to the Production Manager.
Added 38 mins ago
RF
Distribution Centre Manager
Russell Food Equipment Limited
Edmonton, AB
- Full-time
Russell Hendrix Foodservice Equipment is looking for a Distribution Centre Manager to join our team in Edmonton. This is a senior leadership role for an experienced distribution or…
Added 38 mins ago
FP
Executive Sous Chef
Fresh Prep Foods Inc
Montreal, QC
- Full-time
Join Fresh Prep - a dynamic leader revolutionizing how Canadians experience food through sustainable meal kit delivery. As one of Canada's fastest-growing companies and a certified B…
Added 52 mins ago
O
Senior Exam Development Program Manager, NetSuite Certification
Oracle
Canada
- Full-time
The NetSuite Certification Program Manager provides progressive, role-based credentials that validate a candidate's ability to apply NetSuite leading practices, from foundational Associate…
Added 52 mins ago
O
Exam Development Program Manager, NetSuite Certification
Oracle
Canada
- Internship
The NetSuite Certification Program Manager provides progressive, role-based credentials that validate a candidate's ability to apply NetSuite leading practices, from foundational Associate…
Added 52 mins ago
O
Program Manager, Learning Content Programs-NetSuite
Oracle
Canada
- Internship
We are seeking a highly organized, detail-oriented Program Manager to own learning content programs from intake through publication. This role partners closely with instructional designers,…
Added 52 mins ago
WC
PHARMACY ASSISTANT
Walmart Canada
Portage la Prairie, MB
- Full-time
…Operations required of a team player. They are a key member in the delivery of superior customer…
Added 52 mins ago
EC
Director of Preconstruction
Envy Consulting Group
Woodstock, ON
- $225,000 to $275,000 CAD / year
- Full-time
Support expansion into new markets, project types, and construction delivery models.

Abacus

Manager, Enterprise Service Desk (Tier 1)

NB, Canada
Chiasson Office, NB, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 6, 2026
Experience: 5+ years of experience in IT service delivery or technical customer support environments, with at least 2–3 years in a direct supervisory, shift lead, or team management capacity.
Posting language: English
Posted: Oct 7, 2026

Original job description

Job Summary

The Manager, Enterprise Service Desk (ESD) is a tactical leadership role responsible for the daily execution, management, and enablement of the Tier 1 Enterprise Service Desk staff.

Reporting directly to the Sr. Manager, Enterprise Service Desk, this position focuses on driving the day-to-day operations of the help desk, maintaining high team performance, and directly supporting the front-line technical team. The ideal candidate will bridge technical execution with operational goals, ensuring service delivery remains highly efficient, client-centric, and aligned with organizational standards.

Role Focus

The primary focus of this role is to champion continuous improvement and alignment with the company’s strategic vision, cultivating an empowered team culture through highly skilled coaching and structured mentorship, while driving execution around rigorous KPI standards, systemic efficiency, white glove customer service, and top-tier client escalation resolution.

Responsibilities

Team Leadership and Management

Staff Oversight: Manage, coach, and support the Tier 1 service desk staff to maximize operational readiness and career pathing
Talent Development: Oversee the onboarding process for new hires and coordinate continuous technical and customer-service training to ensure up-to-date skillset alignment.
Performance Accountability: Conduct structured performance reviews, lead daily operational huddles to check on backlog progress, and proactively resolve internal roadblocks.
Workforce Management: Design, implement, and maintain complex multi-shift team schedules to ensure stable, cost-effective coverage across all active client service windows.

Performance and Quality Assurance

Target Enforcement: Monitor key performance indicators (KPIs) and service level agreements (SLAs) constantly to ensure team performance targets are met quickly and effectively.
Quality Assurance Auditing: Conduct regular ticket, phone call, and live chat evaluations to maintain exceptional quality standards, professional etiquette, and precise technical documentation.
Metric Reporting: Synthesize raw ticketing data into meaningful daily and weekly operational performance reports to present to clients and senior leadership.

Client Relationship and Escalation Management

Incident Management: Act as the main tactical point of contact for handling complex technical issues and client-facing escalations.
Relationship Management: Build and maintain active, positive relationships with critical client contacts, leveraging post-incident surveys and verbal feedback to address underlying concerns.
Communication Bridge: Serve as a seamless, high-clarity communication link between technical support personnel and client business stakeholders, driving problems to full resolution.

Strategic & Operational Oversight

Process Improvement: Identify workflow inefficiencies and knowledge base gaps, continuously updating internal standard operating procedures (SOPs) to optimize the overall support process.
Client Onboarding: Assist with the practical technical and operational onboarding of new customer accounts into the Tier 1 Service Desk ecosystem.
Incident Preparedness: Participate actively in a regular management on-call rotation for high-severity major incidents and attend leadership strategy meetings to align on departmental goals.

Key Performance Indicators (KPIs)

SLA Adherence: Maintain >95% (or corporate target) compliance on initial response and overall resolution times across all active tiers.
First Contact / First Touch Resolution (FCR / FTR): Optimize front-line handling mechanics to consistently maximize first contact / touch resolutions and lower overall escalation ratios.
Quality Assurance (QA) Score: Ensure team call, chat, and documentation audit scores average at or above targeted departmental baselines.
Team Utilization: Track active agent productivity (time spent resolving tickets, on calls, or in chat channels) against scheduled availability to maintain cost-efficiency.
Customer Satisfaction (CSAT): Maintain high transactional customer satisfaction scores across all closed team incidents.
Throughput & Team Velocity: Track and drive individual and team metrics for tickets handled and closed per hour to maintain high-efficiency output and prevent backlog stagnation
Call Handle Ratios & Abandonment Rates: Manage real-time queue performance to ensure the ratio of incoming interactions to successfully completed calls meets established corporate thresholds.
Knowledge Base (KCS) Contribution: Measure the team's active creation, updates, and utilization of internal troubleshooting documentation to foster a culture of continuous learning and support self-service enablement.

KPIs metrics to be developed, tracked, and reviewed as part of continuous improvement

Skills

ITSM & Tools Proficiency: Comprehensive hands-on experience with enterprise management tools including Connectwise, ServiceNow, and Contact Center Platforms (RingCentral).
Operational Metrics Design: Advanced capability to analyze ticket analytics, track business hour conversions, and construct data-driven reporting metrics.
Process Engineering: Strong foundational expertise in ITIL framework, SLA architecture, and incident management workflows.
Strategic Team Building: Proven track record of managing scaling operations and executing performance optimization initiatives.
Workforce Management (WFM): Proficiency in utilizing forecasting tools and data to design optimized shift schedules, managing queue coverage across multiple time zones, and ensuring sufficient resource allocation.
Knowledge Management Governance: Expertise in designing and maintaining a Knowledge Centered Service (KCS) architecture to empower agent learning, document technical solutions, and support self-service enablement.
Performance Coaching & Mentorship: Demonstrated mastery of structured coaching frameworks to identify performance gaps, deliver actionable real-time feedback, and foster the career development of front-line technicians.

Qualifications

Bachelor's degree preferred, or equivalent combination of education and hands-on professional IT management experience.
ITIL certification or equivalent service management qualification required.
5+ years of experience in IT service delivery or technical customer support environments, with at least 2–3 years in a direct supervisory, shift lead, or team management capacity.
Experience in an MSP, healthcare, financial services, or other complex client-facing support environment strongly preferred.

The Benefits Of Working For Abacus

Exposure to a diverse array of technologies
Part of a team of experienced technicians that aim to deliver exceptional services.
Competitive compensation
Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
Opportunities to further technical education through Employee Certification Program
Positive, friendly, supportive office environment
Workplace perks such as healthy snacks, wellness programs, and fun events

Apply About employer

More about this job

Responsibilities

Lead and develop Tier 1 service desk staff, manage daily operations and multi-shift coverage, and monitor service performance, quality, and customer satisfaction. Resolve client escalations, report on operational metrics, improve support processes and knowledge resources, and support client onboarding and major incident readiness.

Requirements

Requires ITIL certification or an equivalent service management qualification, plus at least five years of IT service delivery or technical customer support experience, including two to three years in a supervisory or team leadership role. A bachelor's degree is preferred or equivalent education and hands-on management experience; experience in an MSP or other complex client-facing environment is also preferred.

Skills

IT Service Desk Management
Team Leadership
Performance Coaching
Workforce Management
KPI And SLA Management
Quality Assurance
Incident Management
Escalation Resolution
ITIL
ServiceNow
ConnectWise
RingCentral
Knowledge Centered Service
Operational Reporting
Process Improvement

Benefits

Medical Insurance
Dental Insurance
Vision Insurance
Disability Insurance
Life Insurance
401(k)
Paid Time Off
Healthy Snacks
Wellness Programs
Company Events

Visa sponsorship

Not detected in the job text

Keywords

Enterprise Service Desk
Tier 1 Support
IT Service Delivery
ITIL
ServiceNow
ConnectWise
RingCentral
IT Service Management
Service Level Agreements
Key Performance Indicators
Incident Management
Escalation Management
Workforce Management
Shift Scheduling
Quality Assurance
Customer Satisfaction
First Contact Resolution
Knowledge Centered Service
Knowledge Base
Standard Operating Procedures
Operational Reporting
Ticket Analytics
Contact Center Platforms
Client Onboarding
Technical Support
Performance Coaching
Process Improvement
Managed Service Provider
Major Incident Management

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