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Added 9 mins ago
AC
Customer Service Agent - Claims
Alimentation Couche-Tard
Laval, QC
- Internship
At Couche-Tard/Circle K, we believe that our team members are the heart and soul of our business. When you join us, you're not just getting a job – you're becoming part of a vibrant…
Added 9 mins ago
KD
Account Manager
Keurig Dr Pepper Canada
Calgary, AB
- $73,900 to $93,500 CAD / year
- Full-time
The person will be responsible for developing a variety of internal and external projects aimed at maximizing business objectives for the team managing West regional account operations.…
Added 9 mins ago
R
Administrator, Media Solutions (Hybrid/Telework)
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Toronto, ON
- Full-time
University degree or equivalent practical experience in Business Administration, Marketing, or a related field
Added 9 mins ago
BL
Real Estate Paralegal
BC Legal Management Association
Vancouver, BC
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Fasken is a leading international business law and litigation firm. Our firm’s over 900 lawyers are located across offices in Vancouver, Surrey, Calgary, Toronto, Ottawa, Montréal, Québec…
Added 9 mins ago
ZC
Internal Controls Governance Analyst - 12-month Contract
Zurich Canada
Toronto, ON
- Full-time
…hierarchies and documentation aligned with policy requirements and business changes, including periodic reviews and archiving of obsolete…
Added 9 mins ago
HI
Risk Analyst
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Toronto, ON
- Full-time
…executing against quarterly enterprise, regional and line-of-business third-party supplier risk reporting, as well as perform key monitoring activities, ensuring compliance to the bank…
Added 9 mins ago
RM
Supervisor, Centralized Scheduling
Ross Memorial Hospital
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- Full-time
An undergraduate degree or diploma in Human Resources, Business Administration, or a related field, or an equivalent combination of education and relevant experience.
Added 10 mins ago
OA
Car Wash Associate - OpenRoad Audi Boundary
OpenRoad Auto Group
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- Full-time
OpenRoad reserves the right to modify this job description as business needs require.
Added 10 mins ago
OA
Financial Services Manager - Mercedes-Benz Surrey
OpenRoad Auto Group
Surrey, BC
- Full-time
Proactively identify client needs and offer appropriate advice in accordance with business objectives.
Added 10 mins ago
RN
Director, Scientific Services (RID00206)
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Toronto, ON
- Full-time
…voice for clients, the Director aligns scientific strategy with business objectives, establishes quality standards, drives operational excellence, and mentors team members to deliver…
Added 10 mins ago
Food Safety Team Member – General Labor (Night) - Mississauga, ON, Canada
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…through on our commitments to our teams, our customers, and our…
Added 10 mins ago
Lead Person
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Mississauga, ON
…through on our commitments to our teams, our customers, and our…
Added 10 mins ago
Site Manager
Fortrex
Mississauga, ON
…through on our commitments to our teams, our customers, and our…
Added 10 mins ago
TW
Business Advisor
Thrive Wealth Management
Regina, SK
- Full-time
We’re looking for a Business Advisor to join our commercial team in Regina, who is passionate about helping local businesses succeed. You will be providing financial advice and solutions…
Added 10 mins ago
GR
Technical Sales & Market Development Manager – Canada
Go RH
Montreal, QC
- Full-time
Territory Covered: Canada (Maritimes, Ontario, Western Canada) with business travel to the United States
Added 10 mins ago
EB
Bilingual Fraud Analyst - Cards
EQ Bank | Canada's Challenger Bank
Toronto, ON
- Full-time
Added 10 mins ago
Coordinator, Finance
Simon Fraser University
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Facilities Technologist
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- Full-time
Strathcona is committed to doing business the right way, guided by our core values: Integrity, Energy, and Intelligence. These values define who we are as a company, how we work together,…
Added 10 mins ago
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Senior Financial Analyst, Supply Chain
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Toronto, ON · Consilium Place
- Full-time
…across Scarborough Health Network (SHN). Acting as a trusted business partner to Supply Chain, clinical and corporate stakeholders, the Senior Financial Analyst integrates spend, pricing,…
Added 10 mins ago
M
Senior Business Systems Analyst
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Toronto, ON · Waterloo, ON
- Full-time
As a Senior Business Systems Analyst, you will own requirements for business-critical initiatives and connect strategy with delivery for the products our customers and advisors rely on. You…
Added 10 mins ago
3
Business Development Manager
360insights
Whitby, ON
- $50,000 to $58,000 CAD / year
The Business Development Manager helps drive new business growth by identifying and engaging qualified , Bprospects. Through consistent outreach and creative campaigns, you'll help build…
Added 10 mins ago
FM
Quality Engineer
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Kitchener, ON
- $70,000 to $85,000 CAD / year
Support identification, auditing, and onboarding of new suppliers to ensure compliance and business continuity.
Added 10 mins ago
Quality Designer - Research & Engineering
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Vancouver, BC
…Pay offered will be determined based on a number of relevant business and candidate factors (e.g. education, qualifications, certifications, experience, skills, geographic location, or…
Added 10 mins ago
T
Program Manager, Carrier Operations & Governance
Twilio
Remote, Canada
- Full-time
- Remote
Join Twilio as a Program Manager, Carrier Operations & Governance - a tech-forward business analyst and program manager within a brand-new function built from the ground up to reshape how…
Added 10 mins ago
HI
Client Care Representative - Auto Insurance Trainee
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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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