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Added 7 mins ago
LS
Regional Territory Manager – Building Materials
Lock Search Group
Vancouver, BC · Greater Vancouver, BC
- Full-time
…Kanaan of Lock Search Group find their new Regional Territory Manager. With decades of success serving construction and building supply markets across North America, the company continues…
Added 7 mins ago
B
T&O Senior Data Analyst, Financial Data
BMO
Toronto, ON
- Full-time
We are seeking a highly analytical and technically skilled Senior Data Analyst / Business Analyst to support enterprise finance and regulatory data initiatives. The successful candidate…
Added 7 mins ago
S
Pharmacy Assistant Manager Relief
Sobeys
ON · Ontario, Canada
- Full-time
…customer service, workflow efficiencies, and professional clinical services (disease state management, medication reviews and adherence, health risk assessments, injections/vaccines…
Added 7 mins ago
CH
Personal Support Worker- Apsley
CBI Home Health
Apsley, ON
- Part-time
As a caring, responsible health care team member, you will support clients to be as safe and independent in their homes as possible, helping them to live their best lives. You will provide…
Added 7 mins ago
A
Fractional HR Director / Senior HR Partner
Altis
Toronto, ON
- $90 to $125 CAD / hour
- Contract
…access to coaching and connecting you directly with the hiring manager. And rest assured, all our services are free of cost for…
Added 7 mins ago
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Gestionnaire de Projets Municipal / Project Manager Municipal
Veolia | North America
Montreal, QC
- Full-time
Reporting to the Project Portfolio Manager, you will plan, organize, supervise, and control project execution activities, including installation work oversight and client follow-up. You…
Added 7 mins ago
R
Senior Producer, Local Video Development (English Services) (Telework/Hybrid)
Radio-Canada
Toronto, ON
- Full-time
This role is a hybrid work arrangement. Work schedule to be discussed with Hiring Manager according to the guidelines defined by the department.
Added 7 mins ago
MP
Donor Relations Coordinator
Mission Possible
Vancouver, BC
- Part-time
…social enterprise located in Vancouver’s Downtown Eastside. We support individuals challenged by homelessness, poverty, addiction, mental illness, and other barriers to employment to…
Added 7 mins ago
CH
Administrateur de bureau
Cardinal Health Canada
Dorval, QC
- Full-time
…indispensable pour communiquer, apporter un soutien et fournir des services à des particuliers, des employés ou des partenaires qui ne parlent pas français, en particulier lorsqu’ils se…
Added 7 mins ago
CH
Personal Support Worker- Havelock/ Norwood/ Douro
CBI Home Health
Havelock, ON
- Part-time
As a caring, responsible health care team member, you will support clients to be as safe and independent in their homes as possible, helping them to live their best lives. You will provide…
Added 7 mins ago
CH
Personal Support Worker- Selwyn Township
CBI Home Health
Smith-Ennismore-Lakefield, ON · Selwyn, ON
- Part-time
As a caring, responsible health care team member, you will support clients to be as safe and independent in their homes as possible, helping them to live their best lives. You will provide…
Added 7 mins ago
NH
SENIOR TECHNICAL ANALYST
Northern Health - BC
Prince George, BC
- Full-time
…priorities of Northern Health, and under the general supervision of Manager or designate, this position is responsible for implementation and support of complex core infrastructure…
Added 7 mins ago
R
Senior Bilingual Talent Acquisition Specialist (People and Culture) (Telework/Hybrid)
Radio-Canada
Montreal, QC
- Full-time
As a Senior Bilingual Talent Acquisition Specialist reporting to the Manager of Talent Acquisition in Montreal, you will play a key role in supporting the organization’s various business…
Added 7 mins ago
MG
Western Canada Compliance Manager
MISTRAS Group
Calgary, AB
- Full-time
At MISTRAS Services Inc., we are transforming asset protection through industry-leading Non-Destructive Examination (NDE) and engineering solutions. As a global leader in technology-enabled…
Added 7 mins ago
UO
Analyst, Financial Reporting
University of Calgary
Calgary, AB
- Full-time
This position reports to the Manager, Financial Reporting, and will support the financial reporting team who are responsible for providing consultation and support services to the…
Added 7 mins ago
BC
Manager of Subcontracts
Bechtel Corporation
Calgary, AB
- Contract
…infrastructure, increased access to energy, resources, and vital services, and made the world a safer, cleaner…
Added 7 mins ago
A
Gestionnaire de Comptes / Chargé de clientèle senior / Souscripteur
Atradius
Montreal, QC
- Full-time
Présent dans 52 pays à travers le monde, Atradius CYC est un assureur-crédit qui propose des services d'assurance-crédit, de cautionnement et de recouvrement de créances essentiels aux…
Added 7 mins ago
LC
Assistant Front Store Manager, Hourly Full Time Flexible Shifts
Loblaw Companies Limited
Lasalle, ON
- Full-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 7 mins ago
BC
Associate or Vice President, Global Markets
BMO Capital Markets
Montreal, QC
- Full-time
BMO Capital Markets is a leading, full-service financial services provider. We offer corporate and investment banking, treasury management, as well as research and advisory services to…
Added 7 mins ago
A
Account Manager - Commercial
Atradius
Mississauga, ON
- Full-time
As an Account Manager, you will play a pivotal role in delivering exceptional service and strategic support to our policyholders and broker partners. This position demands a proactive and…
Added 7 mins ago
BC
Director, Capital Markets - Capital Allocation & Management
BMO Capital Markets
Toronto, ON
- Full-time
BMO Capital Markets is a leading, full-service financial services provider. We offer corporate and investment banking, treasury management, as well as research and advisory services to…
Added 7 mins ago
P
Manager of Marketing
Pretium
Burlington, ON
- Full-time
Pretium Engineering is an innovative building science engineering firm providing services to a wide range of residential, commercial, industrial, and institutional clients. We are a…
Added 7 mins ago
FH
Registered Nurse, Medicine - Ridge Meadows Hospital
Fraser Health Authority
Pitt Meadows, BC
- $41.42 to $59.52 CAD / hour
- Full-time
Provides feedback to the Manager/delegate regarding the effectiveness of patient care programs, policy/clinical decision support tools (e.g. clinical pathways, standards, order sets and…
Added 7 mins ago
LH
Install Tech - Gutter
Leaf Home
Burlington, ON
- Full-time
We are powered by extraordinary people. Our innovative products and reliable services are delivered with convenience, excellence, and quality through 250+ regional sales and installation…
Added 7 mins ago
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Indigenous Recruitment Specialist, Nîsôhkamâtotân Centre
NAIT (Northern Alberta Institute of Technology)
AB · Edmonton, AB
- Full-time
Reporting directly to the Manager of Nîsôhkamâtotân Programs and Services, this position is a member of both the Nîsôhkamâtotân Centre and the Student Recruitment team. The Indigenous…

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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