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Added 12 mins ago
MH
Sr. Platform Engineer
MedMe Health
Remote, Canada
- $116,000 to $156,000 CAD / year
- Full-time
- Remote
MedMe is the software layer that pharmacies across North America run their clinical services on. Nova is the pod that builds and owns the platform everything else sits on: our AWS…
Added 26 mins ago
TO
Advisor 3, Media Relations
The Ottawa Hospital
Ottawa, ON
- Full-time
Reporting to the Manager, Communications Strategy and Media Relations, the Media Relations Officer will be responsible for providing communications services in support of TOH¿s mission,…
Added 26 mins ago
GO
Liquor Store Clerk
Government of Yukon
Dawson, YT
- Part-time
…and local liquor producers through a range of programs and services. We continuously evolve our business structure to improve the way we operate our Whitehorse Liquor Store, central…
Added 57 mins ago
CG
Seasonal Visitor Services Representative Part Time, at Assiniboine Park Conservancy
Compass Group Canada
Winnipeg, MB
- $16.4 CAD / hour
- Part-time
Reporting to the Manager, Visitor & Retail Services, the Visitor Services Representative (VSR) will work within our various customer-service outlets in the park, including the Zoo,…
Added 57 mins ago
CG
Assistant Manager, Banquets & Catering
Compass Group Canada
Winnipeg, MB
- Full-time
Position: Assistant Manager, Banquets & Catering
Added 57 mins ago
CG
Team Lead Part Time
Compass Group Canada
Winnipeg, MB
- $16.98 CAD / hour
- Part-time
Reporting to the General Manager, Tundra Grill & Concessions, the Food Services Team Lead exemplifies exceptional customer service and leads by example. The Team Lead will establish…
Added 57 mins ago
CG
Banquet Server Part Time Seasonal at Assiniboine Park
Compass Group Canada
Winnipeg, MB
- $16.4 CAD / hour
- Part-time
Reporting to the General Manager Banquets & Catering, the Banquet Server will work with the Food Services Team to deliver great service and quality products to ensure our guests have a…
Added 57 mins ago
CG
Associate Coordinator, People & Culture at Assiniboine Park
Compass Group Canada
Winnipeg, MB
- $22 CAD / hour
- Part-time
The People & Culture Assistant Coordinator, reporting to the Manager, People & Culture provides hands-on support across core HR functions, with a strong emphasis on full-cycle hourly…
Added 57 mins ago
NB
Technology Associate
National Bank of Canada
Winnipeg, MB
- Full-time
…who is interested in building a long-term career in financial services. Prior wealth-management experience is helpful, but the most important qualities are willingness to learn new topics…
Added 57 mins ago
CG
Retail Services Representative Part Time Seasonal at Assiniboine Park
Compass Group Canada
Winnipeg, MB
- $16.4 CAD / hour
- Part-time
Reporting to the Manager, Visitor & Retail Services, the Retail Service Representative (RSR) will work within our various retail outlets in the Park, including the Zoo and the spectacular…
Added 57 mins ago
CG
Registered Dietitian , Cornwall Ontario (Contract)
Compass Group Canada
Cornwall, ON
- $86,000 CAD / year
- Full-time
You will be responsible for assisting the Manager to ensure the effective overall functioning of the Food and Nutrition Services Department.
Added 57 mins ago
NB
Senior Account Manager Commercial Banking
National Bank of Canada
Calgary, AB
- Full-time
A career as a Senior Account Manager, Commercial Banking at National Bank means being responsible for growing the portfolio of business clients assigned to you. Your complex and varied…
Added 57 mins ago
CG
Lead Server, Full Time
Compass Group Canada
Vancouver, BC
- $27 CAD / hour
- Full-time
…Compass Group Canada is part of a global foodservice and support services company that’s the 6th largest employer in the world, with 625,000…
Added 57 mins ago
T
Account Director
Tru
Toronto, ON
- Full-time
…direct senior-level experience may be considered at the Account Manager level, with scope and compensation aligned…
Added 57 mins ago
NB
Director Commercial Banking
National Bank of Canada
Calgary, AB
- Full-time
Help your clients attain their business objectives by proposing financial strategies based on the most suitable combination of Bank products and services
Added 57 mins ago
CG
Assistant Manager
Compass Group Canada
Calgary, AB
- Full-time
The Assistant Manager, supports the Unit Manager in overseeing the daily operations of food service locations. This role is responsible for ensuring exceptional customer service,…
Added 57 mins ago
CG
Assistant Manager, Full Time
Compass Group Canada
AB · Edmonton, AB
- $28 CAD / hour
- Full-time
Any other duties as assigned by the Director of Food Services Think you have what it takes to be aAssistant Catering Manager? We’re committed to hiring the best talent for the role. Here’s…
Added 1 hour ago
SQ
Bilingual ADP Sales Manager
Sunlife Québec
Quebec, QC
- Full-time
…helping new advisors build successful careers? The ADP Sales Manager plays a critical role in supporting the growth, productivity and readiness of advisors within Sun Life’s Advisor…
Added 1 hour ago
AH
Registered Nurse
Alberta Health Services
Calgary, AB
- Part-time
…the client/family and interdisciplinary team you will ensure services are provided and modified on an ongoing basis, based on client’s response to interventions, incorporating stewardship…
Added 1 hour ago
AH
Recreation Therapist I
Alberta Health Services
Red Deer, AB
- Part-time
…Therapist I, you will be providing therapeutic Recreation Therapy services as part of a multidisciplinary team to Post Stroke Patients as they explore leisure activities in their community…
Added 1 hour ago
AH
Registered Nurse
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Part-time
…care, mental health, seniors, women’s and emergency health services. The facility is home to two units dedicated to the Acute Geriatric Units (AGU) for the Calgary Zone. Each year, RGH sees…
Added 1 hour ago
AH
Respiratory Therapist II - Rural / Community
Alberta Health Services
Cardston, AB
- Temporary
…Lethbridge, this role supports respiratory and cardiac care services in the rural communities of Cardston, Fort Macleod, and Raymond. The workday begins in Lethbridge, where a fleet vehicle…
Added 1 hour ago
AH
Manager
Alberta Health Services
Red Deer, AB
- Temporary
We are seeking a collaborative and experienced healthcare leader to join Surgical Services as Manager of Unit 23 – General Surgery and Trauma at Red Deer Regional Hospital Centre. Unit 23…
Added 1 hour ago
AH
Undergraduate Nurse - Emergency
Alberta Health Services
AB · Edmonton, AB
- Part-time
…work in all areas of Emergency at the discretion of the Unit Manager/Charge Nurse. Working with us is about making a difference. You’ll feel good knowing that you have helped us achieve our…
Added 1 hour ago
AH
Clinical Research Coordinator - Neuroendocrine
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Temporary
Are you an experienced clinical trial professional looking to work with cutting-edge cancer therapies? We are seeking a dynamic Clinical Trials Coordinator to join our Clinical Trial Unit…

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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