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Added 2 hours ago
SE
IT Support Technician/Technicien de soutien informatique
Siemens Energy
Trois-Rivières, QC · Greater Trois-Rivieres Metropolitan Area
- Full-time
Familiar with ITSM tools like ServiceNow and Jira Service Desk.
Added 3 hours ago
R
Senior Manager, HR Digital Solutions Design
RBC
Toronto, ON
- Full-time
(ServiceNow, SAP, other downstream/vendor systems, data platforms).
Added 3 hours ago
T
Manager, Information Security
TD
Toronto, ON · Mississauga, ON · Markham, ON
- Full-time
Added 3 hours ago
ED
Sr Software Developer (Lead) - EN 178
Export Development Canada | Exportation et développement Canada
Vancouver, BC
- $96,557 to $128,743 CAD / year
- Full-time
Internal Employees, please consult the ServiceNow article entitled Internal movements - what you need to know.
Added 5 hours ago
S
Forward Deployed Solution Engineer – Applied AI FDE
ServiceNow
Montreal, QC
- Full-time
…potentiel de transformer notre façon de travailler. Aujourd’hui, ServiceNow se présente comme un leader mondial du marché, apportant une technologie innovante améliorée par l’IA à plus de 8…
Added 8 hours ago
EC
IT Service Desk II – Open Competition
Enoch Cree Nation
Enoch, AB
- Full-time
Experience using service desk ticketing systems, such as ServiceNow or Jira Service Management, to document, prioritize, track, resolve, and report technical support requests.
Added 8 hours ago
IF
Product Manager - IT Services Portfolio
Intact FC
Toronto, ON · Montreal, QC · Laval, QC · Calgary, AB
- Full-time
Added 10 hours ago
A
Technology Change Control Analyst
Aviso
Toronto, ON
- $90,000 to $100,000 CAD / year
- Full-time
Experience working with ITSM tools such as ServiceNow, Jira Service Management, or similar platforms; ServiceNow experience is preferred
Added 10 hours ago
ED
Sr Software Developer (Lead) - EN 178
Export Development Canada | Exportation et développement Canada
Toronto, ON
- $96,557 to $128,743 CAD / year
- Full-time
Internal Employees, please consult the ServiceNow article entitled Internal movements - what you need to know.
Added 10 hours ago
ED
Sr Software Developer (Lead) - EN 178
Export Development Canada | Exportation et développement Canada
Calgary, AB
- $96,557 to $128,743 CAD / year
- Full-time
Internal Employees, please consult the ServiceNow article entitled Internal movements - what you need to know.
Added 10 hours ago
ED
Sr Software Developer (Lead) - EN 178
Export Development Canada | Exportation et développement Canada
Montreal, QC
- $96,557 to $128,743 CAD / year
- Full-time
Internal Employees, please consult the ServiceNow article entitled Internal movements - what you need to know.
Added 11 hours ago
F/
Senior Product Owner, Business Enablement
FCC / FAC
Regina, SK · Agriculture Place
- Full-time
…third-party applications and tools such as Microsoft 365 and…
Added 12 hours ago
A
Technology Change Control Analyst
Aviso
Vancouver, BC
- $90,000 to $100,000 CAD / year
- Full-time
Experience working with ITSM tools such as ServiceNow, Jira Service Management, or similar platforms; ServiceNow experience is preferred
Added 12 hours ago
ED
Sr Software Developer (Lead) - EN 178
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.
Added 12 hours ago
ED
Sr Software Developer (Lead) - EN 178
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.
Added 12 hours ago
ED
Sr Software Developer (Lead) - EN 178
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.
Added 12 hours ago
ED
Sr Software Developer (Lead) - EN 178
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.
Added 12 hours ago
ED
Sr Software Developer (Lead) - EN 178
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.
Added 12 hours ago
TI
Workday Lead
Teranet Inc.
Toronto, ON
- $126,500 to $148,500 CAD / year
- Full-time
Coordinate initiatives involving Workday and complementary enterprise platforms such as Microsoft Copilot, ServiceNow, SharePoint, and DocuSign where business value can be achieved through…
Added 13 hours ago
JG
Windows 365 Cloud Engineer
J&M Group
Toronto, ON
- Contract
Experience with Azure Monitor, Log Analytics, ServiceNow or Jira, and CMDB
Added 13 hours ago
ED
Sr Software Developer (Lead) - EN 178
Export Development Canada | Exportation et développement Canada
Ottawa, ON
- $96,557 to $128,743 CAD / year
- Full-time
Internal Employees, please consult the ServiceNow article entitled Internal movements - what you need to know.
Added 13 hours ago
TI
Workday Lead
Teranet Inc.
Toronto, ON
- $126,500 to $148,500 CAD / year
- Full-time
Coordinate initiatives involving Workday and complementary enterprise platforms such as Microsoft Copilot, ServiceNow, SharePoint, and DocuSign where business value can be achieved through…
Added 13 hours ago
AW
Technology Change Control Analyst
Aviso Wealth
Remote, Canada
- $90,000 to $100,000 CAD / year
- Full-time
- Remote
Experience working with ITSM tools such as ServiceNow, Jira Service Management, or similar platforms; ServiceNow experience is preferred.
Added 13 hours ago
AW
Technology Change Control Analyst
Aviso Wealth
Remote, Canada
- $90,000 to $100,000 CAD / year
- Full-time
- Remote
Experience working with ITSM tools such as ServiceNow, Jira Service Management, or similar platforms; ServiceNow experience is preferred.
Added 13 hours ago
M
Library Scientist
Miratech
Toronto, ON
- Full-time

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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