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Added 6 mins ago
FA
Sales Coordinator
Flair Airlines
Toronto, ON
- Full-time
…growth across the airline’s network. Reporting to the Sales Manager, the Sales Coordinator provides administrative and operational support for sales initiatives, commercial programs, and…
Added 6 mins ago
SE
Sales Manager, Canada 1
Samsung Electronics
Toronto, ON
- Full-time
The Samsung Customer Solutions team is focused on mid-sized & high growth advertisers (and their ad agencies) with a goal of bringing in new business while also driving efficiencies &…
Added 6 mins ago
MC
Member Services Representative - Part-Time - Fonthill Branch
Meridian Credit Union
ON · Fonthill, ON
- $45,000 to $49,000 CAD / year
- Part-time
Develop goals with Manager that are clearly defined, measurable and achievable, and align them to business unit and strategic priorities for Meridian
Added 6 mins ago
PH
Clinic Support Assistant
Providence Healthcare
Vancouver, BC
- Other
…client-focused healthcare experience. Reporting to the Patient Care Manager (or designate), the Clinic Support Assistant plays a vital role in supporting the delivery of high-quality,…
Added 6 mins ago
AP
Pest Technician - We'll Train! (Base Salary, Commission & Bonus included)
Abell Pest Control
Coquitlam, BC · Pitt Meadows, BC
- Full-time
Reporting to the Branch Manager, The Pest Technician will be responsible for conducting thorough inspections to a variety of business including residential homes. They identify pest…
Added 6 mins ago
SI
HACCP Advisor
Saputo Inc.
Calgary, AB · Mississauga, ON · Riverway
- Full-time
The HACCP Advisor is a key food safety leadership position responsible for supporting the QC Manager in the management, maintenance, and continuous improvement of the Plant's Food Safety…
Added 6 mins ago
RS
Overnight Dispatcher
Ryder Supply Chain Solutions
Sherwood Park, AB
- Full-time
…supply chain management solutions that enhance the way they do business. Building and maintaining a fleet takes time, resources, and expertise few companies can spare. At Ryder, we have a…
Added 6 mins ago
CC
Retail Sales Associate
Canna Cabana
Mississauga, ON · Tomken, Mississauga, ON
- $17.95 CAD / hour
- Part-time
…welcoming and engaging in-store experience by understanding customer needs, offering product recommendations, and sharing relevant cannabis knowledge. This position contributes to store…
Added 6 mins ago
CC
Retail Shift Leader
Canna Cabana
Mississauga, ON · Tomken, Mississauga, ON
- $17.95 to $19.5 CAD / hour
- Part-time
Oversee the responsibilities of the Store Manager in the absence of SM or ASM
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Senior Relationship Manager, Commercial Financial Services
RBC
Ottawa, ON
- Full-time
Your natural flair for providing advice and resolving intricate business challenges is what sets you apart from the crowd. This role is all about professional relationship management and…
Added 6 mins ago
R
Manager, Operations II
RBC
Toronto, ON
- Full-time
As Manager, Futures Operations, you will lead a team supporting time-sensitive, complex, exception-based, and highly specialized futures operations within Wealth Management Canada. You will…
Added 6 mins ago
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Team Operations Lead
RBC
Vernon, BC
- Full-time
By providing exceptional support to a high performing Private Investment Management team, you will help manage business and operations within the team. You will play a key role in executing…
Added 6 mins ago
TH
Group Product Manager
Top Hat
Remote, Canada
- Full-time
- Remote
We are looking for a Group Product Manager to own and drive the core portfolio of the Top Hat platform - product domains where instructors and students interact in and around the classroom…
Added 6 mins ago
A
Service Manager
ABB
Mississauga, ON
- Full-time
This role reports to the: Business Manager - Operations and Portfolio
Added 6 mins ago
Senior Vendor Manager, Canada Hardlines
Amazon
Toronto, ON
Amazon Canada is a fast-growing business where our business model is evolving with technology and industry trends. We need nimble leaders who move fast, are capable of breaking down and…
Added 6 mins ago
ML
Continuous Improvement Manager
Maple Leaf Foods Inc.
Winnipeg, MB
- Full-time
We’re a global food company with approximately 10,000 team members. We operate sites in 20+ locations across Canada. We also have locations in the U.S. and Mexico, and do business in Asia.
Added 6 mins ago
C
Production Manager - CWT Kitchener
Carlisle
Kitchener, ON
- Full-time
The Production Manager is responsible for the safe, efficient, and cost-effective operation of the manufacturing plant during the assigned shift. This hands-on leadership role requires…
Added 6 mins ago
FB
Assistant Grocery Manager
Farm Boy Inc.
Collingwood, ON
- From $21.5 CAD / hour
- Full-time
You’ll work alongside the Department Manager to help deliver standout service and operational excellence that reflect Farm Boy’s commitment to the best fresh shopping experience. Through…
Added 6 mins ago
FB
Assistant Produce Manager
Farm Boy Inc.
Whitby, ON
- Up to $21.5 CAD / hour
- Full-time
You’ll work alongside the Department Manager to help deliver standout service and operational excellence that reflect Farm Boy’s commitment to the best fresh shopping experience. Through…
Added 6 mins ago
FB
Assistant Department Manager - GTA East
Farm Boy Inc.
Barrie, ON
- From $21.5 CAD / hour
- Full-time
You’ll work alongside the Department Manager to help deliver standout service and operational excellence that reflect Farm Boy’s commitment to the best fresh shopping experience. Through…
Added 6 mins ago
FB
Assistant Meat Manager
Farm Boy Inc.
Brantford, ON
- From $21 CAD / hour
- Full-time
You’ll work alongside the Department Manager to help deliver standout service and operational excellence that reflect Farm Boy’s commitment to the best fresh shopping experience. Through…
Added 6 mins ago
FB
Assistant Produce Manager
Farm Boy Inc.
Hamilton, ON
- From $21 CAD / hour
- Full-time
You’ll work alongside the Department Manager to help deliver standout service and operational excellence that reflect Farm Boy’s commitment to the best fresh shopping experience. Through…
Added 6 mins ago
Parts Manager, Nanaimo, BC
Velocity Vehicle Group
Nanaimo, BC
The Parts Manager oversees the daily operations of the Parts Department, ensuring budget goals are met, expenses are managed, and customer relationships are maintained. This role includes…
Added 6 mins ago
Human Resources & Labour Relations Generalist
Western Ottawa Community Resource Centre
Ottawa, ON · Kanata, ON
Reporting to the Manager of Human Resources & Labour Relations, the Human Resources & Labour Relations Generalist collaborates to provide HR support to develop Human Resources programs and…
Added 6 mins ago
Duty Manager
Northland Properties
Richmond, BC
We are seeking a dynamic Manager on Duty to join our busy team. Our Managers understand the meaning of true Customer Service; they are professional, team-oriented, possess good work ethics…

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

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