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Added 10 mins ago
V
Gestionnaire des opérations éoliennes - Dégélis, QC (Degelis, Quebec, CA, G5T 0C1)
Vestas
Dégelis, QC
- Full-time
Added 10 mins ago
KD
Account Manager
Keurig Dr Pepper Canada
Calgary, AB
- $73,900 to $93,500 CAD / year
- Full-time
Keurig Dr Pepper (Nasdaq: KDP) is a leading beverage company with more than 150 owned, licensed and partner brands that meet a wide range of needs and occasions. Our North American…
Added 10 mins ago
R
Administrator, Media Solutions (Hybrid/Telework)
Radio-Canada
Toronto, ON
- Full-time
Event & Hospitality Logistics: organize high-impact executive meetings, board presentations, and external partner events, ensuring seamless hospitality and client engagement, coordinate…
Added 10 mins ago
QD
Manager, Financial Planning & Analysis
Qu Data Centres
Toronto, ON
- $120,000 to $130,000 CAD / year
- Full-time
Serve as the primary finance partner to Data Centre Operations, Sales, Customer Success, Technology, Product and Human Resources.
Added 10 mins ago
ZC
Internal Controls Governance Analyst - 12-month Contract
Zurich Canada
Toronto, ON
- Full-time
Added 10 mins ago
HI
CAN – IT – Bus Systems Analyst III
HRbrain Inc.
Toronto, ON
- Full-time
Liaise with business partner groups to provide expert analytical and problem-solving skills after analyzing multiple, complex variables
Added 10 mins ago
SG
Delivery Driver (Class 3)
SOLV4EX Group
Edmonton, AB
- Full-time
…locations across Canada. Proudly Canadian-owned and operated, we partner with Canadian businesses to power operations with dependable energy solutions. We provide our customer’s solutions…
Added 10 mins ago
B
Office Coordinator
Brickeye
Toronto, ON
- $50,000 to $70,000 CAD / year
- Full-time
Partner with the people team on onboarding and offboarding logistics, employee records, benefits admin and other needs as they come up
Added 10 mins ago
B
Accounting Manager
Brickeye
Toronto, ON
- $80,000 to $120,000 CAD / year
- Full-time
Partner with the CFO and Financial Analyst on reporting, budgeting, forecasting, board materials and investor or lender requests, turning the numbers into insight leadership can act on
Added 10 mins ago
FG
HR Generalist
Flynn Group of Companies
AB
- Full-time
Partner with HR Team to provide Training/Development to employees
Added 10 mins ago
A
Human Resources Partner
AgeCare
Calgary, AB
- Full-time
…Human Resource programs and services. As a Human Resources Partner (HRP), success in this position is the ability to represent and align the Community/Site HR needs with the corporate Human…
Added 10 mins ago
G
Account Manager - CAD Software
GoEngineer
Markham, ON
- $55,000 to $120,000 CAD / year
- Full-time
Partner with internal GoEngineer teams to develop solutions that meet customer needs and drive account growth.
Added 10 mins ago
SR
Facilities Technologist
Strathcona Resources Ltd.
Calgary, AB
- Full-time
Partner with the Facilities team, third-party engineering firms, and Document Control to maintain accurate engineering documentation and address legacy document updates.
Added 10 mins ago
H
Registered Nurse (RN) – Director of Nursing (DON)
Healthforce
Canada
- $2,487.2 to $2,587.2 USD / week
- Full-time
Interdisciplinary Collaboration: Partner closely with physicians, facility administration, and allied health teams to elevate patient outcomes.
Added 10 mins ago
SH
Senior Financial Analyst, Supply Chain
Scarborough Health Network
Toronto, ON · Consilium Place
- Full-time
…community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care…
Added 10 mins ago
M
Senior Business Systems Analyst
Manulife
Toronto, ON · Waterloo, ON
- Full-time
Partner with engineering and architecture teams to assess solution options, feasibility, and business implications.
Added 10 mins ago
FM
Quality Engineer
FluidAI Medical
Kitchener, ON
- $70,000 to $85,000 CAD / year
Partner with engineering and operations to ensure quality is built into product and processes
Added 10 mins ago
BB
Electrician
Bosch Building Technologies
Fort St. John, BC
- $35 to $45 CAD / hour
- Full-time
Added 10 mins ago
BB
Electrician
Bosch Building Technologies
Quesnel, BC
- $35 to $45 CAD / hour
- Full-time
Added 10 mins ago
BB
Electrician
Bosch Building Technologies
Vanderhoof, BC
- $35 to $45 CAD / hour
- Full-time
Added 10 mins ago
Animator
Electronic Arts
Vancouver, BC
EA Create is currently looking for an experienced motion capture facial animator to join our animation team to partner with EA Sports and Battlefield. EA Create is known to partner with AAA…
Added 10 mins ago
IM
Class 5 Driver
Iron Mountain
Burnaby, BC
- Full-time
Added 10 mins ago
HI
Client Care Representative - Auto Insurance Trainee
HUB International
Lillooet, BC
- Full-time
…individuals and businesses protect what matters most. When you partner with HUB, you're joining a vast network of insurance, risk, employee benefits, retirement, and wealth management…
Added 10 mins ago
HI
Client Care Representative – Auto Insurance Trainee
HUB International
Revelstoke, BC
- Full-time
…backed by national expertise, giving you the agility of a local partner and the reach of a global…
Added 25 mins ago
F
Technical Co-founder - AI Collections Agent
FutureSight
Canada
- Full-time
…running. What remains is to bring on the technical co-founder - a partner who will own product and engineering with the same conviction, urgency, and ownership…

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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