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Added 12 mins ago
T
Personal Banker Trainee
TD
Keswick, ON
- Full-time
· Strive to achieve and improve service level agreements and productivity targets
Added 12 mins ago
T
Personal Banker Trainee
TD
Saskatoon, SK
- Full-time
Strive to achieve and improve service level agreements and productivity targets
Added 12 mins ago
BS
Purchasing Agent, Senior
BVGlazing Systems
Niagara Falls, ON
- $70,000 to $80,000 CAD / year
- Full-time
…and building envelope projects. Reporting to the Purchasing Manager, the Senior Purchasing Agent will be responsible for sourcing materials, negotiating supplier agreements, managing…
Added 27 mins ago
S
Intermediate Water Resources Engineer
Stantec
Edmonton, AB
- Full-time
Key Responsibility includes leading and overseeing water resources projects (primarily in urban settings) as a project manager, project coordinator and/or technical lead role. Typical…
Added 27 mins ago
OG
Residential Leasing Manager
Onni Group of Companies
Vancouver, BC
- Full-time
…leasing? We’re looking for an experienced Residential Leasing Manager to drive success in marketing, leasing strategies, and property…
Added 27 mins ago
AB
Procurement Specialist – Procurement
Alberta Blue Cross
AB · Hybrid
- Full-time
Reporting to the Manager, Strategic Sourcing and Procurement, the Procurement Specialist supports assigned spend categories by coordinating contract renewals, executing low to medium dollar…
Added 27 mins ago
CH
Surgical Booking Coordinator
Clearpoint Health Network Inc.
Calgary, AB
- Full-time
Provides the Manager, Surgical Services with a copy of all OR booking request forms as soon as they are received to confirm the number and order of cases and to ensure equipment requests…
Added 42 mins ago
PS
Manager Microsoft Platforms
Personnel Search Ltd.
Saint John, NB
- $100,000 to $140,000 CAD / year
- Full-time
As the Manager of Microsoft Platforms, you will not be managing day-to-day tickets. Instead, you will define and execute the multi-year strategic vision and modernization roadmap for our…
Added 42 mins ago
LS
DIRECTOR OF SALES, RETAIL - CPG / Consumer Packaged Goods Food Company
Lock Search Group
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…(Consumer Packaged Goods) at the Senior National/Key Account Manager or Director level will be considered/contacted. Those with solid tenure and proven success at a National Account Manager…
Added 42 mins ago
SC
National Sales Coordinator
Spicers Canada
Vaughan, ON
- Full-time
We are currently looking for a full-time National Sales Coordinator located in Vaughan, Ontario, reporting to the National Packaging Manager, Retail Redistribution.
Added 42 mins ago
NB
Account Manager, Business Flex
National Bank of Canada
Châteauguay, QC
- Full-time
A career as an Account Manager at Business Flex means being part of a dynamic team of experts. It also means taking care of the entrepreneurial customers who contact Business Flex and the…
Added 42 mins ago
Senior Manager, Fundraising - Major Gifts
Tim Hortons Foundation Camps
ON
The Senior Manager, Fundraising - Major Gifts, is responsible for identifying, cultivating, securing and stewarding significant philanthropic gifts from corporate partners and individual…
Added 42 mins ago
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Contract Manager
Genetec
Remote, Canada
- Full-time
- Remote
The Contract Manager is a senior role within Deal Operations, accountable for the ownership, governance, and growth of Genetec's public-sector and cooperative purchasing contract vehicles.…
Added 57 mins ago
CC
Retail Shift Leader
Canna Cabana
Chestermere, AB
- Part-time
Oversee the responsibilities of the Store Manager in the absence of SM or ASM
Added 57 mins ago
T
Legal Counsel
Trulioo
Remote, Canada
- $130,000 to $150,000 CAD / year
- Full-time
- Remote
…of commercial work – customer, partner and inbound supplier agreements – rather than a narrow slice of sales paper. The agreements you negotiate shape how our products reach customers…
Added 1 hour ago
SM
Scripted Production Accountant
Sphere Media
Canada
- Full-time
Reporting to the Manager, Production Finance, the Scripted Production Accountant is responsible for the financial management of scripted projects from development through final audit. The…
Added 1 hour ago
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Procurement and Contracts Manager
Brunel
Toronto, ON
- Contract
Brunel is seeking an experienced Procurement and Contracts Manager to support the acquisition and execution of a natural gas-fired power generation project in Canada. This six-month…
Added 1 hour ago
GC
Site Administrator with Leasing
Greenwin Corp.
Toronto, ON
- Full-time
…residents. The Site Administrator will support the Property Manager (PM) in maintaining smooth operations and enhancing resident…
Added 1 hour ago
XI
Director of Procurement
Xplore Inc.
Markham, ON
- Full-time
…supply, master services, construction, licensing and capacity agreements; maintain the contract repository and manage renewals, amendments and…
Added 1 hour ago
BE
Human Resources Coordinator
BC Energy Regulator
Fort St. John, BC
- Full-time
Manager, Human Resources / Manager, Human Resources, Recruitment
Added 1 hour 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 1 hour ago
B
Senior Strategic Partnerships Manager
Booxi
Montreal, QC
- Full-time
Pour y arriver, on cherche un·e Senior Strategic Partnerships Manager qui fera de nos partenaires un moteur de croissance. On pense aux éditeurs POS, clienteling et commerce avec qui on…
Added 1 hour ago
M
Manager, Customer Protection
Metrolinx
Canada
- Full-time
The Customer Protection Services division is seeking a Manager, Customer Protection that will manage and provide oversight customer protection officer services (CPS) operations program and…
Added 1 hour ago
B
Customer Service Representative
BMO
Coquitlam, BC
- Part-time
Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
Added 1 hour ago
OP
Coordinator, Specialty Leasing
Oxford Properties Group
Mississauga, ON
- Full-time
We are a leading global real estate investor, developer and manager. We combine our capital with our capabilities to create real estate that strengthens economies and communities. By…

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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