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Added 13 mins ago
O
Senior HR Advisor
OCS
ON · Essex, ON
- Full-time
Support organisational change processes including restructures, TUPE, and redundancy consultations.
Added 14 mins ago
GL
Senior Project and Change Manager, ERP/WMS
Gay Lea Foods
Toronto, ON · Etobicoke, ON
- Full-time
Gay Lea Foods is seeking an experienced Senior Project and Change Manager to lead the delivery and organizational adoption of DairyLink, a major enterprise transformation implementing a…
Added 14 mins ago
NC
Primary Worker
Native Counselling Services of Alberta
Red Deer, AB
- $25 CAD / hour
- Internship
…throughout Alberta to Indigenous individuals who are working to change their lives and live a holistic lifestyle. Our focus has been to provide cultural supports and guidance to individuals…
Added 14 mins ago
FM
Quality Engineer
Fresenius Medical Care
Richmond Hill, ON
- Full-time
…for day-to-day execution of the CAPA, nonconformance (NC) and change control processes at the Richmond Hill site. The role supports internal, MDSAP and Health Canada audits and performs…
Added 14 mins ago
D
Engineering Supervisor
DAVWIRE
London, ON
- Full-time
Engineering Change and Configuration Management
Added 14 mins ago
PC
Transaction Services Manager - Financial Services (Bilingual FR/EN)
PwC Canada
Montreal, QC
- Full-time
As a Transaction Services Manager (Bilingual FR/EN) , you’ll work as part of a team of problem solvers, helping to solve business issues, deliver high quality client service and operational…
Added 14 mins ago
IM
Health And Safety Coordinator
Iron Maple
Dartmouth, NS
- Full-time
Update guidance manuals as site conditions change
Added 14 mins ago
XI
Director of Procurement
Xplore Inc.
Markham, ON
- Full-time
Champion the value of structured procurement across the organisation and lead the change management needed to shift behaviours, adopt new processes and tools, and sustain them.
Added 14 mins ago
DC
Director, Indigenous Academic Initiatives
Douglas College
New Westminster, BC
- $103,701 to $138,268 CAD / year
- Full-time
…basis, subject to operational requirements and approval by their…
Added 14 mins ago
A
Civil/Environmental Engineer
AECOM
Burnaby, BC
- $75,000 to $105,000 CAD / year
- Full-time
Providing leadership and project manager expertise in support of ongoing remediation and waste management projects, including the review of work scopes and client deliverables
Added 14 mins ago
SP
Human Resources Manager
Staff Plus
Burlington, ON
- Full-time
…Halton Region in the search for an accomplished Human Resources Manager. Reporting into senior HR leadership, this role offers the opportunity to serve as a trusted advisor to the business,…
Added 14 mins ago
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Manager of Learning & Development
JLR
Ottawa, ON
- Full-time
We’ve opened a role for a talented, entrepreneurial Manager of Learning & Development to work alongside the exceptional people in the People & Culture team. This role is suitable for…
Added 14 mins ago
MR
Project Manager and Process Analyst
McLennan Ross LLP
AB · Edmonton, AB
- Full-time
In August 2026, McLennan Ross established an Innovation and Knowledge Management team. This is the firm's first Project Manager and Process Analyst role, created to give us the capacity to…
Added 14 mins ago
BE
Human Resources Coordinator
BC Energy Regulator
Fort St. John, BC
- Full-time
Manager, Human Resources / Manager, Human Resources, Recruitment
Added 14 mins ago
BE
Manager, Application Development
BC Energy Regulator
Fort St. John, BC
- Full-time
The Manager, Application Development (Manager) provides leadership and oversight of the BCER software development functions, ensuring the effective delivery, maintenance, and continuous…
Added 14 mins ago
Business Aligned Compliance Officer Investment Bank, Canada
UBS
Toronto, ON
drive change, shape regulation, and uphold industry standards
Added 14 mins ago
FH
Registered Nurse, Cardiac Services - Interventional Cardiology - Cardiac Catheter Laboratory - Royal Columbian Hospital
Fraser Health
New Westminster, BC
- Part-time
Modifies care as needs change. Initiates immediate treatment, such as applying non-invasive monitoring devices if required.
Added 14 mins ago
A
Winter 2026/27 - Hospitality Services - CMH Purcell
Alterra
BC · CMH - British Columbia (Pacific)
- Full-time
Added 14 mins ago
A
Facilities Maintenance Technician - Bugaboos
Alterra
BC · CMH - British Columbia (Mountain)
- Full-time
Reports To: Area Manager and Maintenance Managers
Added 14 mins ago
A
Winter 2026/27 - First Cook
Alterra
BC · CMH - British Columbia (Mountain)
- Full-time
Reports To: Lodge Manager & Culinary Management Team
Added 14 mins ago
AC
Senior Advisor, Employee & Labour Relations(18-months)
Algonquin College
Ottawa, ON
- Full-time
Reporting to the Manager, Employee and Labour Relations, the Senior Advisor acts as a trusted advisor to leaders across the College on complex and sensitive employee and labour relations…
Added 14 mins ago
TF
Curriculum and Program Quality Lead/Manager
The Foray Group
Markham, ON
- Full-time
Position Title: Curriculum and Program Quality Lead/Manager
Added 29 mins ago
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Project Manager I
Sanya’k̓ula
Vancouver, BC
- Full-time
…safety is inherent in all aspects of this position. The Project Manager I leads and co-ordinates all aspects of the current projects undertaken by the department. The Project Manager I…
Added 29 mins ago
S
Project Manager I
Sanya’k̓ula
Vancouver, BC
- Full-time
…safety is inherent in all aspects of this position. The Project Manager I leads and co-ordinates all aspects of the current projects undertaken by the department. The Project Manager I…
Added 29 mins ago
S
Project Manager I
Sanya’k̓ula
Burnaby, BC
- Full-time
…safety is inherent in all aspects of this position. The Project Manager I leads and co-ordinates all aspects of the current projects undertaken by the department. The Project Manager I…

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.

Apply About employer

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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