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Added 11 mins ago
LI
Director, Product Marketing
Loopio Inc.
Remote, Canada
- $136,000 to $175,000 CAD / year
- Full-time
- Remote
Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Lattice for our 1:1s and performance conversations
Added 11 mins ago
T
Personal Banker - ( Future Opportunities )
TD
Belleville, ON · Greater Napanee, ON · Kingston, ON
- Full-time
TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at…
Added 11 mins ago
T
Personal Banking Associate (Part time, 18.75h)- Langelier
TD
Montreal, QC
- Part-time
TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at…
Added 11 mins ago
T
Business Banking Associate
TD
Burnaby, BC
- Full-time
…skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety…
Added 11 mins ago
T
Senior Wealth Operations Officer
TD
Toronto, ON
- Full-time
TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at…
Added 11 mins ago
TS
LC Associate CONV - Associé(e), centre logistique (LC)
TD SYNNEX
Richmond, BC
- Full-time
Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
Added 11 mins ago
AD
Workforce Support (HR) Specialist (12 month contract)
Avery Dennison
Toronto, ON
- $60,000 to $65,000 CAD / week
- Full-time
…DNA. Founded on creating real-world impact to enable a better future, we strive to provide an open, collaborative culture where diversity of thought is encouraged and respected. Hear from…
Added 25 mins ago
D
Multi Unit Practice Manager - Dentalcorp Deep River and Pembroke
dentalcorp
Deep River, ON · Wellspring Dental Deep River
- Full-time
Constantly review clinic environment and key business indicators to identify problems, concerns, and opportunities for improvement to provide coaching and direction to team
Added 25 mins ago
LC
Natural Foods Assistant Department Manager Full Time Day
Loblaw Companies Limited
Halifax, NS
- Full-time
…authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our…
Added 25 mins ago
LC
Meat/Seafood Department Manager
Loblaw Companies Limited
Windsor, ON
- Full-time
…authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our…
Added 25 mins ago
ES
Senior Business Analyst
eHealth Saskatchewan
SK · Saskatchewan
- $45.73 to $55.64 CAD / hour
- Full-time
Provide expert business analysis advice to stakeholders, product owners, and development teams by assessing complex business needs, identifying opportunities for improvement, translating…
Added 25 mins ago
SE
HR Specialist
Schneider Electric
Montreal, QC
- Full-time
Development of skills that can support future career opportunities within People Operations, HR Operations, HR Shared Services, HR Centers of Expertise, or other Human Resources roles, in a…
Added 25 mins ago
L
Retail Store Manager
Lovisa
Ottawa, ON
- Full-time
We're seeking a dynamic and results-driven Retail Store Manager to lead our store operations and drive business growth.
Added 25 mins ago
E
Senior Water & Wastewater Engineer
Englobe
Regina, SK
- Full-time
Multiple opportunities for professional growth, mentoring and skills development;
Added 25 mins ago
L
7724 - Store Manager (H)
Lids
Charlottetown, PE
- $20 to $22 USD / hour
- Full-time
Manage business disruptions and provide operational continuity (e.g., store closures, employee absenteeism, schedule/wages, operating hours impact, etc.)
Added 25 mins ago
D|
Sourcing Manager - Packaging (Contract)
DECIEM | THE ABNORMAL BEAUTY COMPANY
Toronto, ON
- Contract
The Sourcing Manager, Packaging role will direct the end-to-end packaging development and procurement lifecycle. This position is essential to ensure packaging materials comply with…
Added 25 mins ago
A
Coordinator - Recruitment Administration
AMS
Montreal, QC
- Full-time
Global, inclusive and innovative - welcome to AMS, where talent connects across cultures and backgrounds to shape the future of work.
Added 25 mins ago
BH
Membership Manager
Black Healthcare Professionals Network
Markham, ON
- Full-time
Bachelor’s degree in Business, Communications, Marketing, Health Sciences, Community Development, or a related field.
Added 25 mins ago
AD
Workforce Support (HR) Specialist (12 month contract)
Avery Dennison
Toronto, ON
- $60,000 to $65,000 CAD / week
- Full-time
…DNA. Founded on creating real-world impact to enable a better future, we strive to provide an open, collaborative culture where diversity of thought is encouraged and respected. Hear from…
Added 25 mins ago
JR
Directeur(trice) régional(e) (Dual Store Manager) Apparel - Premium
JRoss Retail Recruiters
Montreal, QC
- $70,000 to $75,000 CAD / year
- Full-time
As the business continues to grow, they are seeking a Dual Store Manager to oversee two showrooms in Montreal and Laval.
Added 26 mins ago
OS
Marketing Manager, Growth & Client Engagement
Opensity Solutions
Burlington, ON
- Full-time
This position combines marketing strategy, campaign execution, business development support, and client-facing relationship management. The ideal candidate is equally comfortable in…
Added 26 mins ago
FC
Group, Administration II
First Canadian Financial Group
Edmonton, AB
- Full-time
As our business has grown, employees have had opportunities to expand their responsibilities and move into leadership positions. We're continuing to build the capabilities and leadership…
Added 40 mins ago
A-
Manager, Community Platform Operations
AMA - Alberta Motor Association
Edmonton, AB · Administration Centre
- Full-time
Ongoing professional development, with unlimited learning opportunities, LinkedIn Learning Access, and dedicated time for personal growth.
Added 40 mins ago
M
Manager Engineering
Manulife
Waterloo, ON
- Full-time
As a Manager Engineering, you will lead technology teams in delivering secure, reliable, and user-centered solutions that support business objectives. You will translate technical and…
Added 40 mins ago
J
Gestionnaire des installations / Facility Manager
JLL
Dorval, QC · Montreal, QC · CAN-CLIENT Montreal-Pharmascience - Royalmount (RMT)
- Full-time
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best,…

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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