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Added 3 mins ago
D
Sales Manager - Home Envelope Products
Dakwakada
Whitehorse, YT
- Full-time
As Northerm expands its home envelope product offerings and explores the development of a Home Design Center, the Sales Manager will contribute to creating a more integrated and…
Added 18 mins ago
NW
Sales Manager
Northerm Windows & Doors
Vancouver, BC
- $90,000 to $100,000 CAD / year
- Full-time
As Northerm expands its home envelope product offerings and explores the development of a Home Design Center, the Sales Manager will contribute to creating a more integrated and…
Added 18 mins ago
SI
Manager, Information Security Risk
Staff IT Search Group Inc.
Oakville, ON
- Full-time
Our Client, the National leader in their industry, is seeking a talented Manager, Information Security Risk to lead the assessment, governance, and oversight of information security risks…
Added 18 mins ago
WO
Senior Accountant, Properties
WP Osborne Executive Search Inc.
Toronto, ON
- Full-time
Reporting to the Manager, Finance, the Senior Accountant is a key member of the Core Stewardship team, responsible for reviewing financial results submitted by third-party property managers…
Added 18 mins ago
CR
VP Controller
Clarity Recruitment
Newmarket, ON
- $190,000 to $200,000 CAD / year
- Full-time
Industry: Real Estate Development & Residential Construction
Added 18 mins ago
Cloud FinOps Manager
The Canada Life Assurance Company
Toronto, ON
We are looking for a Manager, Cloud FinOps. This is a single-contributor / individual-contributor role with no direct people-management responsibilities, with a mandate to provide…
Added 33 mins ago
CI
Property Accountant
Colliers International
Toronto, ON
- Full-time
…join its dynamic team in Toronto. Reporting to the Accounting Manager, you will ensure monthly deadlines are met and special projects are completed on time. Your expertise in property…
Added 1 hour ago
Tax Manager - Private Tax - Toronto
EY
Toronto, ON
As a Tax Manager, you will be a part of our Private Tax practice. You will be part of a team that are subject matter specialists who provide advice to private organizations and high net…
Added 1 hour ago
Accounting Manager
Maximizer Services Inc.
Vancouver, BC
…towers with an additional 50 in various stages of planning and development. Concord is committed to a multitude of neighbourhoods and city-wide community sponsorships and charities. It has…
Added 1 hour ago
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Product Manager - Business Platforms
CDW
Toronto, ON
- Full-time
The Product Manager – Canada is a member of the Product team within the Business Transformation group, and supports CDW Canada’s selling and services organizations. The role serves as the…
Added 1 hour ago
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Service Manager
ABB
Mississauga, ON
- Full-time
This role reports to the: Business Manager - Operations and Portfolio
Added 1 hour 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…
Added 1 hour ago
NC
Junior Systems Analyst (18-month term)
NAV CANADA
Ottawa, ON
- Full-time
Work closely with Senior Systems Analysts, technologists, and testers in an Agile development environment.
Added 2 hours ago
IO
Engineer, Design and Fabrication
Invest Ottawa
Ottawa, ON
- Full-time
Reporting to the Engineering Manager, Programs at Area X.O, the Engineer, Design and Fabrication is responsible for establishing and operating the Area X.O design and fabrication lab and…
Added 2 hours ago
IO
Engineering Manager. Programs
Invest Ottawa
Ottawa, ON
- Full-time
Reporting to the Senior Engineering Manager, Defence and Advanced Robotics at Area X.O, the Engineering Manager, Programs is accountable for delivering Area X.O’s recurring, milestone- and…
Added 2 hours ago
PT
ITSM Service Desk Manager
Poly Tech Talent
Toronto, ON
- Full-time
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…
Added 2 hours ago
S
Senior Commercial Advisor
SYSTRA
Toronto, ON
- Full-time
§ Support the BCD commercial manager on significant negotiations, change events, commercial strategies, and major project decisions as required.
Added 2 hours ago
SI
Talent Attraction Manager
Service Inspired Restaurants
Oakville, ON
- Other
We are seeking an innovative Talent Attraction Manager, to lead our recruitment team and the transformation of our hiring practices. This role combines strategic leadership with hands-on…
Added 2 hours ago
TO
Nurse Practitioner - Full Time Temporary - 12 months.
THE ONEILL CENTRE
Ottawa, ON
- Full-time
…the resident, family/caregiver, and health care team in the development, implementation and evaluation of the residents’ plan of care, as well as provides leadership and mentorship to Nurse…
Added 2 hours ago
SC
Engineering Manager
SYSTRA Canada
Toronto, ON
- Full-time
Reporting to the Corridor Delivery Lead, the Engineering Manager will lead on engineering deliverables on one, or more, Rail Corridors on the GO Expansion Program, to ensure the best…
Added 2 hours ago
T
Senior Manager, Business Banking Advisory - Tangerine
Tangerine
Toronto, ON
- Full-time
The Senior Manager, Business Advisory acts as a strategic advisor to the Director Product, Platform & Proposition, Tangerine Business and leadership team, providing small business,…
Added 2 hours ago
Sales Manager
Reliance Home Comfort
Sault Ste. Marie, ON
By joining Reliance as a Sales Manager, you’ll become an important team member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for…
Added 2 hours ago
BC
Senior Manager, Canadian Tax Services
BDO Canada
Oakville, ON
- Full-time
Our Oakville Office is looking for a Senior Manager to join the Canadian Tax practice. This is for an existing vacancy and the successful candidate will own the following responsibilities:
Added 3 hours ago
CO
Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
The Manager, Digital Solutions, is responsible for the delivery and ongoing management of the City’s enterprise applications, digital solutions, and data and information management…
Added 3 hours ago
S
Engineering Manager
SYSTRA
Toronto, ON
- Full-time
Reporting to the Corridor Delivery Lead, the Engineering Manager will lead on engineering deliverables on one, or more, Rail Corridors on the GO Expansion Program, to ensure the best…

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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