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Lead, mentor, and develop the service desk team, ensuring high levels of motivation and performance.
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Pet Valu

Manager, TechCare

Markham, ON, Canada

The targeted salary range for this position is $90,000-$110,000 annually. · Full-time

Apply on petvalu.wd3.myworkdayjobs.com About employer

Applications open in a new tab.

Job details

Pay: The targeted salary range for this position is $90,000-$110,000 annually.
Job type: Full-time
Posting language: English
Posted: Nov 10, 2026

Original job description

Location: Markham, Ontario

Job Description:

Position: Manager, TechCare

Type: Full-Time | Permanent | Hybrid

Location: Markham, ON

Reports to: VP, Enterprise Applications and Operations

About Us

Pet Valu is Canada’s leading pet specialty retailer, dedicated to strengthening the bond between dedicated pet lovers and their pets. With 50 years of animal care expertise, we operate over 800 stores across Canada under several banners, including Pet Valu, Bosley’s, Total Pet, Paulmac's Pet, Tisol & Chico. Guided by our mission to deliver products, care, expertise, and memorable moments, Pet Valu is a place where people build meaningful careers while making a positive impact on pets and communities.

What is the role?

The Manager, TechCare, who will be responsible for overseeing the daily operations of the IT Service Desk, ensuring efficient and effective support for all IT technical issues. This role involves managing the service desk team, establishing policies and procedures, monitoring performance, and working closely with other IT teams to ensure a seamless support experience.

What will you do?

Lead, mentor, and develop the service desk team, ensuring high levels of motivation and performance.
Oversee the recruitment, onboarding, and training of new service desk staff.
Conduct regular performance reviews and provide feedback to team members.
Manage day-to-day operations of the IT service desk, ensuring all support requests are logged, tracked, and resolved in a timely manner.
Develop and implement service desk policies, procedures, and service level agreements (SLAs).
Ensure proper documentation and escalation processes are followed.
Serve as the primary point of contact for escalated technical issues.
Monitor and analyze service desk performance metrics, ensuring continuous improvement in service delivery.
Collaborate with other IT teams to resolve complex technical issues.
Develop and implement service desk strategies aligned with the company’s overall IT goals
Identify and implement new technologies and tools to enhance the efficiency and effectiveness of the service desk
Manage the service desk budget, including forecasting and tracking expenses.
Ensure that all users receive prompt, professional, and courteous support.
Prepare regular reports on service desk activities, performance, and trends.

What will you need to succeed?

Skills, Experience, Education, Certifications

University or College Degree or equivalent experience.
5+ years’ technical and operational support experience in a Help Desk environment
3+ years’ support experience at a supervisory/manager level in a Help Desk environment
ITIL Certification desirable
Retail experience a must
Experience in managing remote and on-site teams
Familiarity with helpdesk software, ticketing systems, and IT Service Management (ITSM) practices
Strong demonstrated analytical skills
Strong analytical and reporting capabilities
Exceptional Customer Service Skills
Vendor, Project and Team management abilities
Understanding of networking, hardware, software, and cloud technologies and how the IT ecosystem works and how to troubleshoot issues.
Expertise in handling and prioritizing incidents, problem-solving, and ensuring minimal downtime.
Clear and effective communication, both with technical and non-technical staff, to ensure issues are understood and resolved efficiently.

Technologies Used

Microsoft Office
Freshworks (Fresh Service) Service Management

Compensation:

The targeted salary range for this position is $90,000-$110,000 annually. The final offer will be based on factors such as market location, relevant skills, experience and internal equity.

Ready to join the team?

We’re looking for passionate people who bring strong skills and live our core values of safety, compassion, expertise, and efficiency every day. If you’re energized by doing meaningful work, taking pride in what you deliver, and making a real impact for pets, people, and communities, you’ll feel right at home here. Join us and build a career where purpose, care, and excellence come together - because love lives here™.

Why work for us?

At Pet Valu, our people are at the heart of everything we do. We’re passionate about creating an environment where you feel supported, included, and empowered to grow - both personally and professionally. Some of the perks of working with us include:

Hybrid, Flexible Work Options

Comprehensive health and dental benefits

Employee Share Purchase Plan with company matching

Learning and Development support tailored to you

An inclusive, collaborative culture where your voice matters

Fun company events that keep us connected

Preferred rates for car rentals, hotels, phone plans and gym discounts

Generous employee discounts on our products

Pet Valu is an equal opportunity employer committed to inclusion and accessibility. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).

At Pet Valu, we are committed to transparency and fairness in our hiring practices. This posting is for an existing vacancy. Pet Valu may use AI enabled technology to assist in the recruitment process for positions. The use of AI helps us ensure we are providing an equitable and streamlined recruitment experience for all applicants. While AI tools support our recruitment process, all decisions throughout the process are made exclusively by Pet Valu’s hiring team. At no stage does AI determine recruitment outcomes.

Apply on petvalu.wd3.myworkdayjobs.com About employer

More about this job

Responsibilities

The Manager, TechCare oversees daily IT service desk operations, including team leadership, policy development, and performance monitoring. They serve as the primary point of contact for escalated technical issues and collaborate with other IT teams to ensure efficient service delivery.

Requirements

Candidates must have at least 5 years of technical support experience and 3 years in a supervisory role within a help desk environment. A university or college degree is required, along with retail industry experience and strong knowledge of ITSM practices.

Skills

IT service desk management
Team leadership
ITIL
Retail industry experience
Incident management
Problem solving
Technical support
Operational support
Performance metrics
Vendor management
Project management
Networking
Hardware troubleshooting
Software troubleshooting
Cloud technologies
Communication

Benefits

Hybrid work options
Flexible work options
Comprehensive health and dental benefits
Employee share purchase plan
Learning and development support
Employee discounts
Preferred rates for car rentals
Preferred rates for hotels
Preferred rates for phone plans
Gym discounts

Visa sponsorship

Not detected in the job text

Keywords

IT Service Desk
Management
ITIL
Retail
Help Desk
Freshworks
Fresh Service
Microsoft Office
ITSM
Cloud Technologies
Networking
Hardware
Software
Performance Metrics
SLA
Budgeting
Recruitment
Onboarding
Training
Escalation
Technical Support
Operational Support
Vendor Management
Project Management
Analytical Skills
Customer Service
Troubleshooting
Infrastructure
Reporting
Team Leadership

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Jobs in Canada