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Added 9 mins ago
F
Chief Revenue Officer (CRO) & Co-founder - AI for Small Law Firms
FutureSight
Canada
- Full-time
…content, digital marketing, campaign management and optimization, lead nurturing, and ongoing marketing…
Added 9 mins ago
BB
Electrician
Bosch Building Technologies North America
Vanderhoof, BC
- Full-time
Experience in building controls, automation, and/or telecom will be considered advantage
Added 9 mins ago
F
Technical Co-founder - AI Collections Agent
FutureSight
Canada
- Full-time
…lines of production code), set the technical direction, and lead execution…
Added 9 mins ago
F
Co-Founder & CEO - AI-Native Accounting Firm
FutureSight
Canada
- Full-time
FutureSight is seeking a Co-Founder & CEO to lead Fieldstone, an AI-native accounting firm. This is a co-founder partnership with meaningful founder equity, not a salaried executive role.
Added 9 mins ago
F
Co-Founder & CEO - AI-Native Accounting Firm
FutureSight
Canada
- Full-time
FutureSight is seeking a Co-Founder & CEO to lead Fieldstone, an AI-native accounting firm. This is a co-founder partnership with meaningful founder equity, not a salaried executive role.
Added 9 mins ago
F
Technical Co-founder - AI Workforce for Law Firms
FutureSight
Canada
- Full-time
…content, digital marketing, campaign management and optimization, lead nurturing, and ongoing marketing…
Added 9 mins ago
F
Co-Founder & CEO - AI Communication Agents for Freight & Logistics
FutureSight
Canada
- Full-time
FutureSight is seeking a Co-Founder & CEO to lead HawkAI, an enterprise AI venture for US logistics brokerages, carriers, and warehouse operators. This is a co-founder partnership with…
Added 9 mins ago
F
Co-Founder & CEO - AI Automation for Growing Companies
FutureSight
Canada
- Full-time
FutureSight is seeking a Co-Founder & CEO to lead Loomwork, an AI automation venture. This is a co-founder partnership with meaningful founder equity, not a salaried executive role.
Added 9 mins ago
C
Senior Program Manager – AI Security Research
Centraprise
Toronto, ON
- Contract
We are looking for an experienced Senior Program Manager to lead and coordinate AI Security and cybersecurity research initiatives. The role involves managing projects from research and…
Added 9 mins ago
F
Co-Founder & CEO - AI-Native Accounting Roll-Up
FutureSight
Canada
- Full-time
FutureSight is seeking a Co-Founder & CEO to lead Ledgerline, an AI-native accounting roll-up. This is a co-founder partnership with meaningful founder equity, not a salaried executive role.
Added 9 mins ago
A
Product Marketing Manager - Industrial
ABB
Saint-Jean-sur-Richelieu, QC · St-Jean-Sur-Richelieu, QC
- Full-time
At ABB, we help industries run leaner and cleaner - and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join…
Added 9 mins ago
F
Co-Founder & CEO - AI LegalTech | AI-Native Litigation Defence Operations
FutureSight
Canada
- Full-time
FutureSight is seeking a Co-Founder & CEO to lead LucentAI, an AI-native litigation operations venture in build at FutureSight. This offers meaningful founder equity, not a salary.
Added 9 mins ago
V
Production Technician
Vylor
Lethbridge, AB · NA-CA-Lethbridge-Production
- Full-time
…activities. Safety is central to everything we do, and you’ll help lead or support site safety initiatives that protect people, products, and…
Added 9 mins ago
KS
Marketing Manager, Growth & Client Engagement
K2 Services
Corporate Canada Eastern Office
- Full-time
…firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our…
Added 9 mins ago
F
Co-Founder & CEO - AI LegalTech | AI-Native Litigation Defence Operations
FutureSight
Canada
- Full-time
FutureSight is seeking a Co-Founder & CEO to lead LucentAI, an AI-native litigation operations venture in build at FutureSight. This offers meaningful founder equity, not a salary.
Added 9 mins ago
F
Co-Founder & CEO - AI Automation for Growing Companies
FutureSight
Canada
- Full-time
FutureSight is seeking a Co-Founder & CEO to lead Loomwork, an AI automation venture. This is a co-founder partnership with meaningful founder equity, not a salaried executive role.
Added 9 mins ago
F
Co-Founder & CEO - AI Communication Agents for Freight & Logistics
FutureSight
Canada
- Full-time
FutureSight is seeking a Co-Founder & CEO to lead HawkAI, an enterprise AI venture for US logistics brokerages, carriers, and warehouse operators. This is a co-founder partnership with…
Added 9 mins ago
TR
Agile Delivery Lead - AI & Automation
Thomson Reuters
Toronto, ON
- Full-time
As an Agile Delivery Lead, you will lead the daily delivery of small, high-impact automation initiatives, including AI Agents and other forms of automation. This is not a traditional…
Added 9 mins ago
F
Technical Co-founder - AI Workforce for Law Firms
FutureSight
Canada
- Full-time
…content, digital marketing, campaign management and optimization, lead nurturing, and ongoing marketing…
Added 9 mins ago
F
Chief Revenue Officer (CRO) & Co-founder - AI for Small Law Firms
FutureSight
Canada
- Full-time
…content, digital marketing, campaign management and optimization, lead nurturing, and ongoing marketing…
Added 9 mins ago
TR
Automation Project Engineer
Teck Resources Limited
Trail, BC
- $107,000 to $132,000 CAD / year
- Full-time
We are seeking an Automation Project Engineer to lead the identification, development, and implementation of automation technologies across Trail Operations. This role will work closely…
Added 9 mins ago
BB
Electrician
Bosch Building Technologies North America
Fort St. John, BC
- Full-time
Experience in building controls, automation, and/or telecom will be considered advantage
Added 9 mins ago
BB
Electrician
Bosch Building Technologies North America
Prince George, BC
- Full-time
Experience in building controls, automation, and/or telecom will be considered advantage
Added 9 mins ago
BB
Electrician
Bosch Building Technologies North America
Quesnel, BC
- Full-time
Experience in building controls, automation, and/or telecom will be considered advantage
Added 9 mins ago
TG
Project Manager (12 Months Contract)
TMX Group
Toronto, ON
- $100 to $120 CAD / hour
- Full-time
Lead the project team in re-estimating project effort and costs at the appropriate gates, obtaining approval on any revisions

Poly Tech Talent

ITSM Service Desk Manager

Toronto, ON, Canada

Full-time

Apply About employer

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Job details

Job type: Full-time
Apply by: May 2, 2027
Posting language: English
Posted: Nov 3, 2026

Original job description

ITSM Service Desk Manager

Location: Mississauga, ON | Hybrid (2/3 days per week in office, flexible)

Employment Type: Permanent, Full-Time

About the Opportunity:

Our client, a large global software organization, is seeking an experienced Service Desk Manager to lead and develop its IT support function while driving improvements in IT Service Management (ITSM) processes, service delivery and operational efficiency.

This is an excellent opportunity for a hands-on service management professional who enjoys leading people, improving day-to-day IT operations and introducing structure and consistency into a growing support environment.

Initially, you will lead a small team of IT support professionals, with the opportunity to build and expand the function as organizational needs evolve.

Beyond overseeing daily service desk operations, you will play an important role in establishing and strengthening ITIL-aligned practices, ensuring incidents and problems are managed effectively, developing and maintaining a meaningful Service Catalogue, and introducing service management best practices that support a scalable and customer-focused IT environment.

The ideal candidate combines strong operational leadership with practical ITSM expertise. You are comfortable rolling up your sleeves, coaching a team, improving processes and working collaboratively with technical and business stakeholders to elevate the overall service experience.

Key Responsibilities:

Service Desk & Operational Leadership:

Lead, coach and develop a small team of IT support professionals, establishing clear responsibilities, performance expectations and accountability.
Oversee day-to-day service desk operations, ensuring timely, consistent and high-quality support.
Manage the intake, prioritization, assignment, escalation and resolution of incidents and service requests.
Monitor service desk performance, ticket volumes, response and resolution times, backlog and SLA adherence.
Establish appropriate escalation procedures and ensure effective communication and follow-through on service issues.
Identify opportunities to improve team capacity, operational efficiency and the overall end-user experience.

ITSM & ITIL Process Development

Assess existing ITSM processes and introduce greater structure, consistency and adherence to ITIL best practices
Establish, implement and continuously improve Incident Management and Problem Management processes.
Develop, implement and maintain a structured Service Catalogue, clearly defining available IT services, ownership, service expectations and request fulfilment processes.
Strengthen Change Management and Service Request Management practices.
Introduce appropriate procedures for root cause analysis, recurring incident identification, trend analysis and preventative action.
Establish and refine SLAs, service metrics, reporting and operational governance.
Drive standardization and continuous improvement across service management practices

Tools, Technology & Continuous Improvement

Oversee the effective use and ongoing improvement of the organization's ITSM platform and related service management tools.
Identify opportunities for workflow automation, process optimization and improved service delivery.
Explore opportunities to leverage AI and AI-enabled tools to improve service desk efficiency, knowledge management and support capabilities.
Develop and maintain appropriate documentation, knowledge articles, procedures and service management standards.
Partner with infrastructure, applications, security and other technology teams to improve service coordination and issue resolution.

Stakeholder & Service Management

Build strong working relationships with internal business stakeholders and technology teams.
Ensure service delivery is aligned with business priorities and end-user expectations.
Communicate service performance, operational issues, risks and improvement initiatives effectively.
Promote a customer-focused service culture built around responsiveness, accountability and continuous improvement.

What We're Looking For

Several years of progressive experience in IT Service Management, Service Desk Management or IT Service Delivery, ideally within a technology or software organization.
Previous experience leading and developing a small IT support or service desk team.
Strong practical knowledge of ITIL frameworks and ITSM best practices.
Demonstrated experience implementing and improving Incident Management and Problem Management processes.
Previous hands-on experience developing, implementing and maintaining a Service Catalogue is essential.
Experience establishing SLAs, service metrics, escalation procedures and operational reporting.
Working knowledge of Incident, Problem and Change Management, Service Catalogue creation and Service Request Management and Asset & Configuration Management.
Experience with ITSM platforms such as ServiceNow, Jira Service Management, BMC, Ivanti or similar.
Strong analytical and problem-solving skills, including the ability to identify recurring issues and drive root cause resolution.
Excellent communication and stakeholder management skills.
A hands-on, practical leadership style with the ability to balance people management, operational oversight and process improvement.
Comfortable working in a growing environment where processes and capabilities are continuing to mature.
Interest in leveraging AI and automation to improve service management and operational efficiency.
ITIL certification is strongly preferred.

Why This Opportunity?

This is an opportunity to take ownership of a growing service desk function within an established global software organization.

You will have the opportunity to lead a small team, influence how IT support is delivered, introduce meaningful ITIL-aligned processes and establish the operational foundation needed to support future growth.

For someone who enjoys both leading people and improving the way IT services operate, this role offers a balance of hands-on management, process development and the opportunity to make a visible impact.

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More about this job

Responsibilities

Lead and develop the service desk team, oversee daily support operations, and monitor service performance, escalations, and SLA adherence. Establish and improve ITIL-aligned processes, the Service Catalogue, reporting, documentation, and automation while coordinating with business and technology stakeholders.

Requirements

Several years of progressive IT service management or service desk leadership experience, including experience developing a small support team and implementing Incident and Problem Management processes. Strong practical ITIL knowledge, hands-on Service Catalogue experience, familiarity with ITSM platforms, and excellent analytical, communication, and stakeholder management skills are required; ITIL certification is strongly preferred.

Skills

IT Service Management
Service Desk Leadership
ITIL Practices
Incident Management
Problem Management
Service Catalogue Management
Change Management
Service Request Management
Asset and Configuration Management
SLA Management
Operational Reporting
Root Cause Analysis
Continuous Improvement
ITSM Platforms
Stakeholder Management
Workflow Automation

Visa sponsorship

Not detected in the job text

Keywords

IT Service Management
ITIL
Service Desk
Incident Management
Problem Management
Change Management
Service Request Management
Service Catalogue
Asset Management
Configuration Management
ServiceNow
Jira Service Management
BMC
Ivanti
Service-Level Agreements
Service Metrics
Operational Reporting
Root Cause Analysis
Knowledge Management
Workflow Automation
Artificial Intelligence
Continuous Improvement
Escalation Procedures
Service Delivery
IT Support

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