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Added 7 mins ago
BW
Obstetrician/Gynecologist (Complex Menopause Clinic) - BC Women's Hospital + Health Centre
BC Women's Hospital and Health Centre
Vancouver, BC
- Part-time
Reporting to the Senior Medical Director, Ambulatory Clinics, BC Women’s Hospital, we are seeking an Obstetrician/Gynecologist with expertise and interest in complex menopause care to join…
Added 7 mins ago
S
Senior Diagnostic Neurophysiology Technologist, EEG Clinical - BC Children’s Hospital
Sanya’k̓ula
Vancouver, BC
- Full-time
Senior Diagnostic Neurophysiology Technologist, EEG Clinical
Added 9 mins ago
Client Success Manager - Toronto, CAN
WiredScore
Canada
An effective communicator: You can simplify complex concepts, confidently present to senior stakeholders and articulate a compelling commercial value proposition.
Added 36 mins ago
AH
Registered Nurse
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Part-time
…committees, motivation committees, participation in ACH initiatives, senior skill certification and charge nurse certification. As the RN, you will provide ongoing assessment, care,…
Added 36 mins ago
AH
Director, CDO (Palliative and End of Life Care)
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
Reporting to the Senior Operating Officer, Provincial Palliative and End of Life Care Program, the Director, Clinical Delivery & Operations (Palliative and End of Life Care, Calgary…
Added 36 mins ago
AC
Comptable Sénior
Aston Carter
Brossard, QC
- $45 to $53 CAD / hour
- Contract
Le ou la comptable sénior contribue à la préparation des états financiers et à lanalyse du bilan, tout en participant aux audits internes et externes. Ce rôle combine des compétences…
Added 1 hour ago
B
Professional, Engineering - Multidisciplinary Design, Analysis & Optimization (MDAO / MDO)
Bombardier
Dorval, QC
- Full-time
Present results, methodological choices, and technical orientations to senior experts, fellows, and decision‑making bodies.
Added 1 hour ago
S
Senior QA Automation Engineer / Lead – eCommerce Payments
Simpliigence
Canada
- Contract
We are hiring a hands-on Senior QA Automation Engineer to lead QA for Adyen payment projects on a large global eCommerce platform for a leading consumer brand.
Added 1 hour ago
CI
Gestionnaire principal de projet bilingue (Nucléaire) /Senior Project Manager (Nuclear)
Calian in Space & Technology
Trois-Rivières, QC
- Full-time
Added 1 hour ago
MI
Senior Change Management Consultant
Maarut Inc
Toronto, ON
- Contract
Added 1 hour ago
TI
Assistant Manager, Visitor Experience Ops
TORONTO INTERNATIONAL FILM FESTIVAL
Toronto, ON
- $50,000 to $70,380 CAD / year
- Full-time
Reporting to the Senior Manager, Visitor Experience Operations, the Assistant Manager, Visitor Experience Operations supports the daily operations of the TIFF Lightbox. The Assistant…
Added 1 hour ago
R
Associate Director, Market Risk (FRTB Capital)
RBC
Toronto, ON
- Full-time
…to synthesize complex regulatory and technical concepts for senior management and regulators, and cross-functional…
Added 1 hour ago
F
Senior Software QA Specialist – FortiGate Cloud
Fortinet
Burnaby, BC
- Full-time
…devices, and data everywhere. We are currently seeking a dynamic Senior Software QA Specialist to contribute to the success of our rapidly growing…
Added 1 hour ago
Director, Operations, AI Data Centre
Bell
Regina, SK
Reporting to the senior AI Fabric Operations leadership team, the Director is accountable for all aspects of site operations, including critical facility infrastructure, customer service…
Added 1 hour ago
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Chief of Police
City of Saint John
Saint John, NB
- Full-time
…as the Chief Executive Officer of the Police Force and the senior law enforcement leader for the…
Added 1 hour ago
ED
Dental Laboratory Technician
Elements Dental Victoria
Victoria, BC
- Full-time
…techniques, take on greater responsibility, and advance to a senior level. We work digitally and with traditional analog methods, so you'll deepen your skills across…
Added 1 hour ago
E
Specialist, Product & Process
Evo
Burnaby, BC
- Full-time
As a Specialist, Product and Process, you will support the Senior Manager, Product and Process to navigate day to day issues, engage and deliver in projects, and investigate on the…
Added 1 hour ago
R|
Clinical Research Coordinator - Nurse
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
Assists Senior research staff with the ethics and regulatory tasks,
Added 1 hour ago
PC
Manager, Internal Audit, Regulatory Compliance and Risk Management (Bilingual FR/EN)
PwC Canada
Montreal, QC
- Full-time
Present and communicate observations and recommendations to clients, including senior management, both orally and in writing
Added 1 hour ago
TN
Sales representative
TA Networks Inc.
Mississauga, ON
- Full-time
Prepare and conduct formal group presentations at the senior management level.
Added 2 hours ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
Translate complex data into clear, actionable recommendations for senior leadership
Added 2 hours ago
HT
IT Internal Auditor
Husky Technologies
Bolton, ON
- Full-time
…model. You will be part of a global team and report to the Senior Manager; IT Audit located in Bolton. The Senior Manager, IT Audit reports to the VP, Internal Audit, who reports to the…
Added 2 hours ago
LS
Project Engineer
Lauren Services
Calgary, AB
- Contract
Lauren Services is seeking a Senior Project Engineer, Facilities (P.Eng.) to lead the technical delivery of complex brownfield and greenfield industrial facility projects. This role is…
Added 2 hours ago
LS
Senior Project Engineer - Pipeline
Lauren Services
Calgary, AB
- Contract
Lauren Services is seeking a Senior Project Engineer, Pipelines (P.Eng.) to support and lead the technical execution of major pipeline projects across North America. This is a senior…
Added 2 hours ago
LM
DIRECTOR OF INFORMATION TECHNOLOGY
Lacroix Médecine Privée
Quebec, QC
- Full-time
…and financial priorities of Groupe médical Lacroix. Advise senior management on investments, risks, and key technological…

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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