Find work in Canada.

341,296 jobs across our Canadian network. How we count

Jobs in Canada

25+ jobs

Email me new jobs Save this search

Added 35 mins ago
SM
Manager, Finance, Performance & Analytics
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Reporting to the Vice President, Corporate Services & Chief Financial Officer, the Manager, Finance, Performance and Analytics supports the hospital's strategic objectives, performance…
Added 1 hour ago
NP
Sr Manager, HR Services
Northland Power Inc.
Toronto, ON
- Full-time
The Sr Manager, HR Services is responsible for leading Northland’s global HR Services and Payroll functions, ensuring the delivery of efficient, scalable, compliant, and employee-centric…
Added 1 hour ago
R|
Clinical Research Coordinator – Endometriosis Research Program
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Contract
The Endometriosis Research Program at the Research Institute of the McGill University Health Centre conducts patient-oriented clinical and epidemiological research aimed at improving the…
Added 3 hours ago
FH
Manager Patient Access & Community Transition - Eagle Ridge Hospital
Fraser Health Authority
Port Moody, BC
- $55.25 to $79.42 CAD / hour
- Part-time
The Manager, Patient Access & Community Transition provides operational oversight and management of patient access and transitions within the site, between hospitals, and between hospitals…
Added 4 hours ago
GD
Manager, Infrastructure and Cloud Services
General Dynamics Missions System International
Ottawa, ON
- $120,000 to $160,000 CAD / year
- Full-time
The Manager, Infrastructure and Cloud Services is accountable for the reliability, security, modernization, and operational delivery of General Dynamics Mission Systems core technology…
Added 5 hours ago
SM
Manager, Finance, Performance & Analytics
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Reporting to the Vice President, Corporate Services & Chief Financial Officer, the Manager, Finance, Performance and Analytics supports the hospital's strategic objectives, performance…
Added 5 hours ago
FH
Manager, Clinical Operations & Program Services
Fraser Health
Surrey, BC
- Full-time
Lead with purpose and make a meaningful impact on patient care at Fraser Health. As the Manager, Clinical Operations & Program Services, you will provide strategic and operational…
Added 5 hours ago
K
Resource Management Specialist
KPMG
ON · Toronto, Ontario
- Full-time
Your work matters. As part of our Audit & Assurance practice, you’ll deliver high‑quality work that supports trust, transparency, and confidence across both public and private…
Added 6 hours ago
DH
Night Audit Manager
Delta Hotels and Resorts®
Edmonton, AB
- Full-time
Maintains a strong accounting and operational control environment to safeguard assets.
Added 6 hours ago
BD
Supervisor, Operations (BDL)
Brewers Distributor Ltd
Calgary, AB
- Full-time
We are currently searching for a Supervisor, Operations reporting to the Assistant Manager, Operations. This vacancy is a full-time permanent opportunity. The availability to work all…
Added 6 hours ago
RB
Senior Manager Operations, Tax Operations
Royal Bank of Canada
Toronto, ON
- Full-time
…contains increased elements of risk which are managed through operational reviews and system…
Added 6 hours ago
AA
Senior Manager, Canadian Tax
ASSA ABLOY Opening Solutions Americas
Toronto, ON · North York, ON
- Full-time
We are seeking an experienced and strategic Senior Manager, Canadian Tax to lead all aspects of Canadian tax compliance, reporting, planning, and controversy management. This role will…
Added 6 hours ago
HR
Project Coordinator
Hitachi Rail
Toronto, ON
- Full-time
Provide administrative & operational support to the Project Managers & project team for assigned projects.
Added 7 hours ago
RT
Director, Financial Planning and Analysis
Raising The Village
Remote, Canada
- Full-time
- Remote
Develop integrated financial and operational planning models that connect program reach, cost per beneficiary, staffing, capital requirements, funding, and cash needs.
Added 8 hours ago
AW
Reconciliations Administrator, Temporary
Aviso Wealth
Remote, Canada
- $46,000 to $55,000 CAD / year
- Temporary
- Remote
Assist with any internal or external audit inquiries in relation to reconciliations
Added 8 hours ago
AW
Reconciliations Administrator, Temporary
Aviso Wealth
Remote, Canada
- $46,000 to $55,000 CAD / year
- Temporary
- Remote
Assist with any internal or external audit inquiries in relation to reconciliations
Added 8 hours ago
A
Reconciliations Administrator, Temporary
Aviso
Toronto, ON
- $46,000 to $55,000 CAD / year
- Temporary
Assist with any internal or external audit inquiries in relation to reconciliations
Added 9 hours ago
FC
Systems Coordinator – Degree Audit - Appendix D/Temporary Assignment
Fanshawe College
London, ON
- Full-time
…Registrar. Develops and implements innovative service tools and operational strategies to support students and staff. Leads the development and provides support for internal systems,…
Added 9 hours ago
Supervisor, Operations (BDL)
Brewers Retail Inc
Calgary, AB
We are currently searching for a Supervisor, Operations reporting to the Assistant Manager, Operations. This vacancy is a full-time permanent opportunity. The availability to work all…
Added 9 hours ago
Senior Manager, Procurement Business Solutions Owner - P2P Tools
Scotiabank
Toronto, ON
…business solutions, safeguarding consistency, compliance, and operational effectiveness across the source-to-settle lifecycle. Through data‑driven insights and cross‑functional…
Added 9 hours ago
Senior Manager, Canadian Tax
ASSA ABLOY
Toronto, ON
We are seeking an experienced and strategic Senior Manager, Canadian Tax to lead all aspects of Canadian tax compliance, reporting, planning, and controversy management. This role will…
Added 9 hours ago
TU
Student Financial Business Support Analyst
The University of British Columbia
Vancouver, BC
- $7,727.33 to $11,112 CAD / month
- Full-time
…reporting, process management and support on the recommended awards program and the bursary program for both…
Added 9 hours ago
CO
Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
The Manager, Digital Solutions, is responsible for the delivery and ongoing management of the City’s enterprise applications, digital solutions, and data and information management…
Added 9 hours ago
CO
Application & Integration Technical Analyst
City of Saint John
Saint John, NB
- Full-time
Under the direction of the designated IT Manager, the Application and Integration Technical Analyst is a technical lead responsible for system architecture, data strategy, and integration…
Added 10 hours ago
7
Fresh Food QA Technician
7-Eleven
Richmond, BC
- Full-time
Maintain and support applicable GFSI/SQF program requirements, including document control, internal audits, verification activities, validation support, annual reviews, and audit readiness.

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