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Added 11 mins ago
C
Senior Producer, Local Video Development (English Services) (Telework/Hybrid)
CBC/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 11 mins ago
IG
Managing Director
Interroll Group
ON · Ontario, Canada
- Full-time
…tasks/responsibilities requested by the supervisor. Job duties may change as required by needs of…
Added 11 mins ago
A
Proposal Supervisor
AECOM
Mississauga, ON
- $98,000 to $125,000 CAD / year
- Full-time
Demonstrated experience leading and developing teams through periods of change, complexity, and performance improvement, with a proven ability to address challenging people and…
Added 11 mins ago
LH
Job Title Residential Building Attendant
Lookout Housing + Health Society
New Westminster, BC
- Internship
Days of rest shall be consecutive. Schedule may change with two weeks’ notice
Added 11 mins ago
BS
IAM Analyst
Brainhunter Systems Ltd
Calgary, AB
- Contract
The Digital Workplace Services (DWS) Administrator - Entra ID reports to the Manager, Digital Workplace Services and supports the administration, implementation, and ongoing operation of…
Added 11 mins ago
TT
Sr. Human Resources Business Partner
TC Transcontinental
Paris, ON
- Full-time
We are looking for a Sr. HR Business Partner to partner closely with the Regional HR Manager and site leadership to support a complex manufacturing environment, strengthen leadership…
Added 11 mins ago
LH
Job Title Outreach Worker
Lookout Housing + Health Society
Duncan, BC
- Internship
Days of rest shall be consecutive. Schedule may change with two weeks’ notice
Added 11 mins ago
VC
Manager Home and Community Care (RN) - Temporary, Full-time
VON Canada (Ontario)
Brantford, ON
- $41.87 to $45.39 CAD / hour
- Full-time
- Temporary
The Manager Home and Community Care (HCC) - Registered Nurse provides professional and practice leadership to staff and is responsible for ensuring the provision of safe, effective quality…
Added 11 mins ago
Manager, Operational Excellence
Canadian Blood Services
Calgary, AB
Experience applying change management methodologies and facilitating organizational change.
Added 11 mins ago
C
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 26 mins ago
MC
Member Services Representative - Part-Time - Fonthill Branch
Meridian Credit Union
ON · Fonthill, ON
- $45,000 to $49,000 CAD / year
- Part-time
Develop goals with Manager that are clearly defined, measurable and achievable, and align them to business unit and strategic priorities for Meridian
Added 26 mins ago
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Manager, Operations II
RBC
Toronto, ON
- Full-time
As Manager, Futures Operations, you will lead a team supporting time-sensitive, complex, exception-based, and highly specialized futures operations within Wealth Management Canada. You will…
Added 26 mins ago
ML
Continuous Improvement Manager
Maple Leaf Foods Inc.
Winnipeg, MB
- Full-time
The Continuous Improvement Manager will lead the onsite Lean Production System (LPS) program, acting as the key driver to advance the plant’s operational maturity across all facets of the…
Added 26 mins ago
HH
Patient Flow Navigator
Halton Healthcare
Oakville, ON
- Part-time
Work in conjunction with Decision Support, Manager of Patient Flow and Director of Patient Flow to track identified metrics
Added 26 mins 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 41 mins ago
LH
2600002939 - Registered Nurse
Lakeridge Health
Ajax, ON
- Internship
12 Hour Shifts; Days/Evenings/Nights/Weekends (Subject to Change)
Added 41 mins ago
FO
Communications Officer, Adaptation
Federation of Canadian Municipalities
Ottawa, ON · Greater Ottawa Metropolitan Area
- Full-time
At the Green Municipal Fund (GMF), we create change where it matters most - in Canada’s municipalities.
Added 41 mins ago
CI
Payroll Manager
CyberX Info System
Mississauga, ON
- Full-time
…States. Working a hybrid schedule, you will serve as the Payroll Manager within a small and fast paced payroll and HR Administration Team providing support to employee populations across…
Added 41 mins ago
PC
Digital Assurance & Transparency Manager
PwC Canada
Calgary, AB
- Full-time
…enable you to assist clients in optimizing control activities, organizational strategy, and policies and procedures. You’ll conduct transaction testing, perform readiness assessments, and…
Added 41 mins ago
PC
Digital Assurance & Transparency Manager
PwC Canada
Vancouver, BC
- Full-time
…enable you to assist clients in optimizing control activities, organizational strategy, and policies and procedures. You’ll conduct transaction testing, perform readiness assessments, and…
Added 41 mins ago
HP
Procurement Buyer
HOCS Projects
Calgary, AB
- Full-time
Prepare and administer purchase orders, service agreements, amendments, change orders, notices and supporting approval documentation, ensuring the agreed scope, price, schedule,…
Added 41 mins ago
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Lead
Covenant Health Canada
AB · Edmonton, AB
- Full-time
Reporting to the Manager of Strategic Analytics, the Connect Care Reporting Lead supports a wide variety of organizational stakeholders with in-system (Connect Care) reporting. This role is…
Added 41 mins ago
Supervisor, Workplace Services
UFA Co-operative Ltd.
Calgary, AB
Reporting to the Senior Manager, Talent and Experience, the Supervisor, Workplace Services plays a key
Added 41 mins ago
Residential Building Attendant
Lookout Housing and Health Society
New Westminster, BC
Days of rest shall be consecutive. Schedule may change with two weeks’ notice
Added 56 mins ago
CO
Human Resources Generalist
City of Saint John
Saint John, NB
- Full-time
Participate in special projects, organizational change initiatives, and Human Resources led events.

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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