Find work in Canada.

579,960 jobs across our Canadian network. How we count

Jobs in Canada

25+ jobs

Email me new jobs Save this search

Added 27 mins ago
H
Project Risk Manager
Hays
Toronto, ON
- $130,000 to $132,000 CAD / year
- Full-time
Lead the development, implementation, and continuous improvement of the Project Risk Management framework across the Canadian project portfolio.
Added 27 mins ago
S
Operations & Business Manager
SafetyCo
Vaughan, ON
- Full-time
Continuous improvement in the processes of the division as the business evolves and the company grows
Added 57 mins ago
ED
Branded Retail Account Manager
Equator Design
Toronto, ON
- $30 to $40 CAD / hour
- Full-time
…monitor and invoice project revenue; and operate in the spirit of continuous improvement to ensure the business moves…
Added 57 mins ago
E
Cylinder Assembler
Emerson
Brantford, ON
- Full-time
Participate in continuous improvement initiatives and support departmental objectives.
Added 1 hour ago
BC
Manager, After Hours Operations
Brant Community Healthcare System
Brantford, ON
- Full-time
The Manager, After Hours Operations acts as a resource to patients, families, physicians, and employees of BCHS by providing consultation in situations where advanced expertise is required.…
Added 1 hour ago
DB
Support Services Supervisor - Family Connections
Dnaagdawenmag Binnoojiiyag Child & Family Services
ON · Rural Ramara, ON
- $81,765.3 to $112,941.57 CAD / year
- Full-time
…children, youth, and families, and identifies opportunities for continuous improvement and positive systemic…
Added 1 hour ago
ML
Continuous Improvement Manager
Maple Leaf Foods Inc
Winnipeg, MB
- Full-time
The Continuous Improvement Manager will lead the onsite Lean Production System (LPS) program, acting as the key driver to advance the plant’s operational maturity across all facets of the…
Added 1 hour ago
B
Director, Office North America Workplace Services
BMO
Toronto, ON · YNG
- Full-time
Added 1 hour ago
AS
Senior Project Manager – VR & Immersive Training (Canada only)
Aequilibrium Software Inc.
Remote, Canada
- $110,000 to $130,000 CAD / year
- Full-time
- Remote
5. Continuous Improvement & Delivery Operations
Added 2 hours ago
Quality Assurance Manager - Scarborough
BelPak
Toronto, ON
…strong culture of food safety, quality, accountability, and continuous improvement across all…
Added 2 hours ago
W
Manager, Project Systems & Information Management
Worley
Markham, ON
- Full-time
Develop and implement the project information management strategy, including systems planning, configuration, deployment, governance, support, and continuous improvement.
Added 2 hours ago
V
Spec, Procurement
Vale
Canada
- Full-time
This is a permanent position reporting to the Manager, Supply Chain Governance, Controls and Inventory Strategy. The Specialist will play a key role within Vale Base Metals' Procurement and…
Added 2 hours ago
RM
Manager - Diagnostic Imaging
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
Lead departmental initiatives focused on continuous quality improvement, patient experience, service innovation, operational efficiency, and system integration.
Added 2 hours ago
A
Process Manager***Gestionairre de processus
Aliaxis
CA - Pharmacy - Plant (EXT)
- Full-time
The Process Manager is responsible for ensuring the efficient, safe, and cost-effective setup and operation of production processes. This role focuses on maximizing productivity, monitoring…
Added 2 hours ago
IG
Process Manager***Gestionairre de processus
IPEX Group
CA - Pharmacy - Plant (EXT)
- Full-time
The Process Manager is responsible for ensuring the efficient, safe, and cost-effective setup and operation of production processes. This role focuses on maximizing productivity, monitoring…
Added 3 hours ago
MG
HHR Coordinator Lead
Michael Garron Hospital
Toronto, ON
- Full-time
Reporting to the Manager of Academic Affairs, Nursing and HHR Workforce Initiatives, the HHR Coordinator Lead serves as the senior operational, clinical, and pedagogical leader overseeing…
Added 3 hours ago
IG
Digital Product Manager
Insight Global
Toronto, ON
- $70 to $78 CAD / hour
- Contract
Performance Monitoring: Track sprint progress and delivery metrics, reporting on outcomes and identifying improvement opportunities.
Added 3 hours ago
TW
Manufacturing Continuous Improvement Specialist
TPD® Workforce Solutions
Abbotsford, BC
- $80,000 to $110,000 CAD / year
- Full-time
We’re looking for a Continuous Improvement Specialist to join our growing team in a newly created role. Working closely with the Operations Manager, you’ll help build on existing…
Added 3 hours ago
R(
Store Manager - Smart Centres Woodstock
Reitmans (Canada) Ltée/Ltd
Woodstock, ON
- Full-time
Problem-Solving & Adaptability: Act quickly in a dynamic environment by proposing creative, tailored solutions. Turn challenges into opportunities and contribute to continuous improvement.
Added 3 hours ago
PC
Digital Assurance & Transparency Senior Associate
Pwc Canada
Vancouver, BC
- Full-time
Consult with our clients on operational controls and process improvement
Added 3 hours ago
Maintenance Coordinator YYZ
AirSprint
Mississauga, ON
Support continuous improvement initiatives related to Maintenance Coordination, aircraft availability, and fleet reliability.
Added 3 hours ago
MP
Maintenance Manager
Mauser Packaging Solutions
Langley (District), BC · City of Langley, BC
- Full-time
Accountable to recognize and bring forward to improvement opportunities to the operations manager.
Added 3 hours ago
RE
Project Estimator
Rising Edge Group
AB · Edmonton, AB
- Full-time
Participate in project close-out and post-mortem reviews to support continuous improvement
Added 3 hours ago
A&
Manager, Core Tax
Alvarez & Marsal
Calgary, AB
- Full-time
As a Manager within the A&M Core Tax team, you will:
Added 3 hours ago
BA
DELIVERY COORDINATOR
Birchwood Automotive Group
Winnipeg, MB · Greater Winnipeg Metropolitan Area
- Full-time
…and end with gratitude, personal leadership, trust, respect, continuous improvement, and…

Poly Tech Talent

ITSM Service Desk Manager

Toronto, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

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

Report this job