Find work in Canada.

330,432 jobs across our Canadian network. How we count

Jobs in Canada

25+ jobs

Email me new jobs Save this search

Added 4 mins ago
FC
Fit4Less Manager - Edmonton Depot 170
Fit4Less Canada
AB · Edmonton, AB
- Full-time
Leads the onboarding, coaching, learning, development, and performance management of all direct reports to ensure a positive and safe working experience.
Added 4 mins ago
CG
Unit Retail Marketing Manager
Compass Group Canada
Oshawa, ON
- Full-time
The Unit Retail Marketing Manager (URMM) is a hands-on retail leader responsible for driving Same Store Sales (SSS), transaction, basket size, and overall retail performance at Durham…
Added 4 mins ago
TC
Store Technician
Transdev Canada
Brampton, ON
- $47,000 to $54,000 CAD / year
- Full-time
An inclusive workplace committed to diversity, learning, and employee development.
Added 4 mins ago
FC
Fit4Less Manager - Orangeville Fairgrounds
Fit4Less Canada
Orangeville, ON
- Full-time
Leads the onboarding, coaching, learning, development, and performance management of all direct reports to ensure a positive and safe working experience.
Added 5 mins ago
T
Information Security Specialist
TD
Mississauga, ON · Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 5 mins ago
T
Manager, GTS Risk & Control Shared Services Testing
TD
Markham, ON · Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 5 mins ago
Disability Case Manager
The Canada Life Assurance Company
Winnipeg, MB
Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement.
Added 19 mins ago
M
Manager, Facilities Management
Morguard
Mississauga, ON
- Full-time
Access to experienced subject matter experts who provide mentorship and hands‑on learning.
Added 19 mins ago
W
Heavy Duty Technician - Fort McMurray Rotation
Wajax
Fort McMurray, AB
- Full-time
Wajax offers a total compensation package that includes competitive pay, comprehensive benefits, learning and development, as well as some unique additional “perks.”
Added 19 mins ago
D
Manager, Commercial Assurance (Calgary)
Deloitte
Calgary, AB
- Full-time
As a Manager, Commercial Assurance serving Energy, Resources and Industrials clients, you will lead and execute contract compliance audits focused on complex commercial arrangements. Your…
Added 19 mins ago
TU
Project Manager
The University of British Columbia
Vancouver, BC
- $7,158.42 to $10,292.25 CAD / month
- Part-time
In consultation with the PI and research team, the Project Manager will lead the development of the websites and some of the research outputs. This also includes, but is not limited to,…
Added 19 mins ago
TU
Finance Manager
The University of British Columbia
Vancouver, BC
- $8,087.08 to $12,117.08 CAD / month
- Full-time
…successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings…
Added 19 mins ago
TU
Administrative Coordinator
The University of British Columbia
Vancouver, BC
- $4,732 to $4,972 CAD / month
- Full-time
…successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings…
Added 19 mins ago
CG
Registered Dietitian , Cornwall Ontario (Contract)
Compass Group Canada
Toronto, ON · Greater Toronto Area, Canada
- Full-time
You will be responsible for assisting the Manager to ensure the effective overall functioning of the Food and Nutrition Services Department.
Added 19 mins ago
CG
Manager, Talent Development
Compass Group Canada
Mississauga, ON
- Full-time
The Manager, Talent Development is responsible for designing, implementing, and managing enterprise learning and capability-building programs that support Compass Group Canada’s business…
Added 19 mins ago
CS
Co-op: IT and Engineering
Canadian Security Intelligence Service (CSIS) | Service canadien du renseignement de sécurité (SCRS)
Ottawa, ON
- Volunteer
…offers high performance and high-speed networks through the development of a core set of services of cost-effective, scalable and adaptive…
Added 19 mins ago
CS
Co-op: IT and Engineering
Canadian Security Intelligence Service (CSIS) | Service canadien du renseignement de sécurité (SCRS)
AB · Edmonton, AB
- Volunteer
…offers high performance and high-speed networks through the development of a core set of services of cost-effective, scalable and adaptive…
Added 19 mins ago
CS
Co-op: IT and Engineering
Canadian Security Intelligence Service (CSIS) | Service canadien du renseignement de sécurité (SCRS)
Montreal, QC
- Volunteer
…offers high performance and high-speed networks through the development of a core set of services of cost-effective, scalable and adaptive…
Added 19 mins ago
CS
Co-op: IT and Engineering
Canadian Security Intelligence Service (CSIS) | Service canadien du renseignement de sécurité (SCRS)
Calgary, AB
- Volunteer
…offers high performance and high-speed networks through the development of a core set of services of cost-effective, scalable and adaptive…
Added 20 mins ago
PH
Psychologist, Road to Recovery Aftercare
Providence Healthcare
Vancouver, BC
- Other
Help grow psychological services: Contribute to the ongoing development of Aftercare through group programming, program planning and evaluation, education, research, and improvements to…
Added 20 mins ago
Carrier Manager
Lush Handmade Cosmetics
Toronto, ON
…our values and ethics to join our support team as a Carrier Manager. The role’s primary responsibility is developing and managing Lush’s North American strategic carrier network to ensure…
Added 25 mins ago
FL
operating officer - administration
Foundations Learning and Skills Saskatchewan Inc.
Saskatoon, SK
- $23 to $27 CAD / hour
- Full-time
- On-site
Added 34 mins ago
CG
Manager, Learning & Development
Compass Group Canada
Mississauga, ON
- Full-time
We’re looking for a Manager, Learning & Development to help build the foundation of how we onboard, develop and grow talent, while modernizing how learning drives capability across our…
Added 35 mins ago
V
Product Line Manager, Hardware & Robotics / Gestionnaire de produits mécaniques et robotiques
Vention
Montreal, QC
- Full-time
…who grow through meaningful work, solving complex challenges, learning fast, and seeing the results of our efforts every…
Added 35 mins ago
A
Banking Relationship Sales Representative (Small Business Solutions) – Whitby Territory
ADP
Mississauga, ON
- Full-time
Promotion progression- This role is designed with a built-in progression. You come in as a District Manager, but we don’t expect you to perform at full quota immediately.

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

Report this job