Find work in Canada.

344,582 jobs across our Canadian network. How we count

Jobs in Canada

25+ jobs

Email me new jobs Save this search

Added 1 min ago
H
Beverage Manager
Hilton
Toronto, ON
- Full-time
…exactly what you’ll do every time you come to work! As a Beverage Manager, you’re not just overseeing all aspects of beverage operations across the hotel’s outlets – you’re spreading the…
Added 1 min ago
Senior Manager, Finance
March of Dimes Canada
Toronto, ON
The Senior Finance Manager, Mission Delivery provides financial leadership and team oversight across government-funded, fee-for-service, and philanthropy portfolios, with accountability for…
Added 1 min ago
Assistant Manager
Laura Canada
Edmonton, AB
Added 1 min ago
Bakery Decorator (Strathmore)
Calgary Co-operative Association Limited
Strathmore, AB
…Decorator position reports directly to the Bakery Supervisor/Bakery Manager, and the main responsibilities…
Added 1 min ago
SM
Safety, Health & Training Supervisor Remote (Manitoba)
SCR Mining & Tunnelling
Bissett, MB
- Full-time
Conduct safety and training audits, recognize strong compliance, and address deficiencies with site leadership and the Safety, Health & Training Manager.
Added 1 min ago
MT
Reception + Office Services Assistant
Miller Titerle Law Corporation
Victoria, BC
- Full-time
…Office Services Assistant role reports to the IT + Facilities Manager and works effectively with everyone at MT+Co., including our clients, vendors, and suppliers. The Reception + Office…
Added 1 min ago
Production Supervisor
I M P Group International Inc.
Hammonds Plains, NS
Maintain and review department employment and training records, including the skills matrix and workmanship certifications
Added 1 min ago
FG
Warehouse Manager - Winnipeg
Fort Garry Industries LTD.
Winnipeg, MB
- Full-time
Our WINNIPEG BRANCH has an exciting opportunity for a Warehouse Manager to join our team!
Added 1 min ago
Manager, Pricing & Portfolio Management - Retail Deposits
Scotiabank
Toronto, ON
As the Manager, Pricing & Portfolio Management, you will be responsible for overseeing Retail Deposits Pricing & Portfolio Management in Canada ensuring business strategies, plans and…
Added 1 min ago
Senior Manager, Sales Effectiveness Seismic Product Owner, GTB - Toronto
Scotiabank
Toronto, ON
The Senior Manager, Sales Effectiveness Seismic Product Owner is accountable for maximizing the value of GTB’s Seismic platform as a core sales enablement capability. Acting as the business…
Added 16 mins ago
BG
Auto Body Repair Planner/Production Manager (Bedford)
Boyd Group Services
Bedford, NS
- Full-time
…excel on our team. We also invest in our employees, offering training sessions and assisting with certifications. If you're looking for a new opportunity, we provide career growth, an…
Added 16 mins ago
B
Branch Supervision Administrator (Compliance), Nesbitt Burns
BMO
Montreal, QC · MCGC
- Full-time
…milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and…
Added 16 mins ago
Internal/External - OSP Therapist
Canadian Mental Health Association Lambton Kent
Sarnia, ON
Reporting to the Manager of Client Services, the incumbent will be responsible for the following functions:
Added 16 mins ago
H
Nurse A - Registered Nurse Registered Psych Nurse
HealthCareersInSask.ca
Melville, SK
- Part-time
…quality nursing care to clients. He/She is responsible to the Manager of the designated…
Added 16 mins ago
H
Pharm D Degree Senior
HealthCareersInSask.ca
Saskatoon, SK
- Full-time
Job Description: Reporting to the Manager Pharmacy Practice Support, the Pharmacist -PharmD- Degree - Senior is committed to the integration of coordinating the orientation of new pharmacy…
Added 16 mins ago
H
Pharm D Degree
HealthCareersInSask.ca
Saskatoon, SK
- Full-time
Job Description: The Pharmacist- PharmD- Degree reports to the Manager, Pharmacy Practice Support. This position will support provincial anemia management and is committed to the…
Added 16 mins ago
H
Pharm D Degree Senior
HealthCareersInSask.ca
Saskatoon, SK
- Full-time
Job Description: Reporting to the Manager of Pharmacy Practice Support, the Pharmacist -PharmD- Degree - Senior is committed to the integration of coordinating the orientation of new…
Added 16 mins ago
H
Nurse A - Registered Nurse General Duty Nurse
HealthCareersInSask.ca
Regina, SK
- Part-time
…care to clients. The Registered Nurse is responsible to the Manager of a designated…
Added 16 mins ago
H
Pharm D Degree
HealthCareersInSask.ca
Saskatoon, SK
- Full-time
…Health Authority. The Pharmacist- PharmD- Degree reports to the Manager. "Preference for this position will be given to HSAS members in accordance with the terms and conditions of the…
Added 16 mins ago
H
Nurse A - Registered Nurse Registered Psych Nurse
HealthCareersInSask.ca
Yorkton, SK
- Part-time
…quality nursing care to clients. He/She is responsible to the Manager of the designated…
Added 16 mins ago
SC
shift supervisor - Store# 04599, QUEENSBOROUGH LANDING
Starbucks Coffee Company
New Westminster, BC
- Full-time
As a Starbucks Shift Supervisor, you will assist the store manager in executing store operations during scheduled shifts. As a team lead, you will deploy partners and delegate tasks to…
Added 16 mins ago
SC
shift supervisor - Store# 04897, PARKDALE & NORTH AUGUSTA - BROCKVILLE D/
Starbucks Coffee Company
Brockville, ON
- Full-time
As a Starbucks Shift Supervisor, you will assist the store manager in executing store operations during scheduled shifts. As a team lead, you will deploy partners and delegate tasks to…
Added 28 mins ago
KG
Transmission Line Engineer
Kosmos Group
Burnaby, BC
- Full-time
…position will report directly to the Transmission Line Department Manager. The successful candidate will primarily do Project work, including site design for utility infrastructure,…
Added 28 mins ago
PC
Project Engineer
Pattillo Construction Corporation
Montreal, QC · Urban agglomeration of Montreal, QC
- Volunteer
Assist Project Manager and Asst. Project Manager with the planning and daily execution of the construction project. Responsible for maintaining certain aspects of the project schedule as…
Added 28 mins ago
SF
Project Engineer
Soletanche Freyssinet
Vancouver, BC
- Full-time
The objective of the position of Project Manager at Menard Canada is to manage and coordinate ground improvement projects, mainly standard to moderately complex, from feasibility study to…

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