Find work in Canada.

574,841 jobs across our Canadian network. How we count

Jobs in Canada

25+ jobs

Email me new jobs Save this search

Added 5 mins ago
YI
General Technician
Young Innovations
Brantford, ON
- Other
Reports to the Maintenance Manager. Works closely with the warehouse and production departments and the management team. This role has no direct reports.
Added 5 mins ago
T
Manager, Corporate Segment ORM (5657)
TD
Toronto, ON
- Full-time
The Risk Manager will report to one of the Senior Managers within the Corporate Segment ORM team. This role is a second line of defense function responsible for providing operational risk…
Added 5 mins ago
Manager of Youth Hub Programs
360°kids
Richmond Hill, ON
The Manager of Youth Hub Programs oversees the daily operations and implementation of strategic direction at the Richmond Hill Youth Hub including Connections emergency housing, and Home…
Added 5 mins ago
M
Cook II (Part-Time)
Marriott
Calgary, AB
- Part-time
Follow all company and safety and security policies and procedures; report maintenance needs, accidents, injuries, and unsafe work conditions to manager; complete safety training and…
Added 5 mins ago
K
Manager, Supply Chain Transformation
KPMG
Montreal, QC
- Full-time
We are looking for a Manager to join our Supply Chain Transformation team to lead transformation programs aimed at rethinking supply chain planning processes, operational models, and…
Added 5 mins ago
NP
Human Resources Business Partner
NWI Precision
Toronto, ON · North York, ON
- $90,000 to $110,000 CAD / year
- Full-time
…sq. ft. facility at 9 Fenmar Drive in Toronto, our dedicated team is committed to delivering the highest quality products to specifications and on time. As our operations continue to grow,…
Added 5 mins ago
FI
Infrastructure Architect Lead
FP Inc.
Toronto, ON · Scarborough, ON
- $80 to $91 CAD / hour
- Contract
Provide architectural leadership across networking, compute, storage, backup, cloud, workplace technology, and telephony, partnering with security and identity specialists.
Added 20 mins ago
W
(CAN) Leader de nuit
Walmart
Levis, QC
- Full-time
Working as an Overnight Lead Department Manager at Walmart Canada is a great opportunity to build leadership experience in a fast‑paced retail environment. In this role, you lead and…
Added 20 mins ago
W
(CAN) Overnight Lead Department Manager
Walmart
Williams Lake, BC
- Full-time
Working as an Overnight Lead Department Manager at Walmart Canada is a great opportunity to build leadership experience in a fast‑paced retail environment. In this role, you lead and…
Added 20 mins ago
B
Cyber Controls Testing Analyst
BMO
Toronto, ON · YNG
- Full-time
As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our…
Added 20 mins ago
W
(CAN) Associé à la protection des biens
Walmart
Granby, QC
- Full-time
Conducts daily patrols of the store to help ensure a safe and secure environment. Verifies that doors, showcases, and security features are functioning properly and takes action as required.
Added 20 mins ago
W
(CAN) Directs Store Delivery Associate
Walmart
Edmonton, AB
- Part-time
Works closely with the Operations Manager and Office Support Associate to identify and resolve receiving issues or discrepancies efficiently.
Added 20 mins ago
CG
Security Guard (Part Time) - Toronto
Commissionaires Great Lakes
Toronto, ON
- Part-time
…others committed to the well being of Canadians primarily in security guard and related services. Spanning Central and Southwestern Ontario, our services are customized to respond to the…
Added 20 mins ago
W
(CAN) Front End Assistant Manager
Walmart
Slave Lake, AB
- Full-time
2. Creates, with the balance of the Management Team, operational plans; prioritizes, delegates and provides clear direction to Managers and Associates. Ensures optimal store conditions…
Added 20 mins ago
W
(CAN) OMNI Assistant Manager
Walmart
Slave Lake, AB
- Full-time
2. Creates, with the balance of the Management Team, operational plans; prioritizes, delegates and provides clear direction to Managers and Associates. Ensures optimal store conditions…
Added 20 mins ago
Team Lead - Outreach
Canadian Mental Health Association- Peel Branch
Brampton, ON
The Team Lead, Outreach role includes both front line and leadership duties. The Team Lead will provide leadership support to front line staff of the Outreach team and support the Program…
Added 20 mins ago
M
Full Stack Engineer
Manulife
Toronto, ON · Waterloo, ON
- Full-time
…customers and advisors rely on. Working alongside an experienced team, you will contribute across the full technology stack to deliver secure, reliable and user-centred solutions that…
Added 20 mins ago
OS
Mechanical Supervisor
Orion Steel Group
Regina, SK
- Full-time
At Interpro Pipe & Steel Inc., our strength starts with our people! As a team we collaborate to solve problems, contribute ideas and challenge each other to ensure growth and ultimately…
Added 20 mins ago
CL
Residence Services Lead
Campus Living Centres
King City, ON
- Full-time
Establish a plan or routine for the night desk clerk and/or security
Added 20 mins ago
A
Cyber Security Analyst
AltaLink
Calgary, AB
- Full-time
…Albertans 24 hours a day, seven days a week. When you're on our team, you're supporting Alberta's homes, farms, businesses and industries by providing the safe, reliable and affordable…
Added 35 mins ago
M
Night Auditor
Marriott
Dorval, QC
- Full-time
…best work, begin your purpose, belong to an amazing global team, and become the best version of…
Added 35 mins ago
C
Assistant Food Store Manager, Martensville (Ref#: M47) Saskatoon Co-op
Co-op
Martensville, SK
- Full-time
Reporting to the Food Store Manager, responsibilities for the position include the following:
Added 35 mins ago
C
Assistant Food Store Manager, Stonebridge (Ref#: M48) Saskatoon Co-op
Co-op
Saskatoon, SK
- Full-time
Reporting to the Food Store Manager, responsibilities for the position include the following:
Added 35 mins ago
C
Meat Manager - Melita
Co-op
Melita, MB
- Full-time
You have previous manager experience leading a team and you have meat cutting experience
Added 35 mins ago
NR
Maintenance Technician
Northview Residential REIT
Bonnyville, AB
- Full-time
We are looking for a Maintenance Technician to join our Residential team in Bonnyville, AB. Reporting to the Regional Manager, you are responsible for maintaining the safety, functionality…

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

Report this job