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Added 5 mins ago
AC
Marketing Coordinator - Contract Position
Aramark Canada
Kingston, ON
- Contract
…experience, and promoting programs and initiatives that support business objectives. This position will bring the Hospitality Services brand to life through creative storytelling,…
Added 5 mins ago
S
General Manager
Snaplii
Toronto, ON · Etobicoke, ON
- Full-time
Snaplii is a North American fintech company with offices in Toronto and Silicon Valley. Our consumer wallet helps people save on everyday spending at 500+ brands, with over $100M in annual…
Added 21 mins ago
A
Program Director
APPLY
Toronto, ON
- Full-time
APPLY is the Agentic Customer Experience (ACx) partner for the world's most ambitious consumer and entertainment brands. We bring together deep domain expertise across Retail, CPG, Sports,…
Added 21 mins ago
A
Project Management Lead - Talent Pipeline
APPLY
Canada
- Full-time
APPLY is the Agentic Customer Experience (ACx) partner for the world's most ambitious consumer and entertainment brands. We bring together deep domain expertise across Retail, CPG, Sports,…
Added 35 mins ago
OS
Manager / Senior Manager, Healthcare - Industries and Government Practice
Optimus SBR
Toronto, ON
- Full-time
…owned Canadian management consulting firm, we are a place where people and culture come first. Our success is driven by attracting individuals who are insatiably Curious, Entrepreneurial…
Added 35 mins ago
A
Senior Legal Counsel
Ausenco
Burnaby, BC
- Full-time
Act as a business partner, providing legal orientation and back-office support to different business processes and negotiations.
Added 35 mins ago
AM
Funeral Attendant
Arbor Memorial Inc.
Regina, SK
- Part-time
…focus on caring for others, on empathy, and on celebrating people in personalized ways. You’ll have our support as you serve families based on what matters most, every single day. You’ll…
Added 35 mins ago
B
Business Development Manager
BMO
Vancouver, BC · WGA
- Full-time
At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By…
Added 35 mins ago
VP, Human Resources, Market Area North and Central America
Metso
Montreal, QC
Act as the senior HR partner to the Market Area President and Leadership Team, driving business performance through people, leadership, talent, and organizational effectiveness.
Added 50 mins ago
A
Senior Vice President, Energy
AECOM
Markham, ON · Thornhill, Ontario
- $300,000 to $350,000 CAD / year
- Full-time
…access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve…
Added 1 hour ago
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Senior Project and Portfolio Manager
Bombardier
Dorval, QC
- Full-time
Partner with business and technology leaders to define roadmaps, priorities, investment strategies, and delivery approaches.
Added 1 hour ago
S
Operations & Business Manager
SafetyCo
Vaughan, ON
- Full-time
The Operations & Business Manager is the operational backbone of SafetyCo’s Workforce division. This is a fast-paced, high-ownership role for someone who thrives on juggling multiple…
Added 1 hour ago
Director, Performance & Innovation, Health Products
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Toronto, ON
…accelerate innovation adoption that deliver measurable customer and business outcomes. Reporting to the AVP, Health Products, this role will enable improved performance across our Health…
Added 1 hour ago
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Solutions Architect, Integrations
MaintainX (An Autodesk Company)
Remote, Canada
- $97,000 to $140,000 CAD / year
- Full-time
- Remote
Partner with Account Executives in pre-sales cycles to uncover technical and operational pain points related to asset management, and maintenance support.
Added 1 hour ago
IB
Customer Experience Manager
Indigo Books & Music
Edmonton, AB
- $42,500 to $69,000 CAD / year
- Full-time
…ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and…
Added 2 hours ago
S
General Manager
Snaplii
Toronto, ON
- $160,000 to $200,000 CAD / year
- Full-time
Snaplii is a North American fintech company with offices in Toronto and Silicon Valley. Our consumer wallet helps people save on everyday spending at 500+ brands, with over $100M in annual…
Added 2 hours ago
TM
Senior Program Underwriting Specialist
Tokio Marine Canada Ltd.
Toronto, ON
- Full-time
Tokio Marine Canada (TMCan) is a Canadian early-stage entrepreneurial commercial P&C insurer based in Toronto. We partner with select brokers to deliver tailored business insurance…
Added 2 hours ago
ML
Director, Investor Relations
Maple Leaf Foods Inc
Mississauga, ON
- Full-time
The Director, Investor Relations will partner closely with the Vice President, Investor Relations to develop and execute a world-class investor relations program for Maple Leaf Foods.
Added 2 hours ago
ML
Continuous Improvement Manager
Maple Leaf Foods Inc
Winnipeg, MB
- Full-time
Partner with Site Pillar Leads to drive the improvement of metrics and goals across all pillars.
Added 2 hours ago
T
Customer Experience Associate
TD
Guelph, ON
- Part-time
…job-related knowledge, geographic location, and other specific business and organizational…
Added 2 hours ago
M
AVP Strategy - Intermediary, Product, Institutional
Manulife
Toronto, ON
- Full-time
…Retail Intermediary, Product and Institutional is a strategic partner to the relevant business leadership teams and a senior member of the GWAM Strategy team. The role drives the strategic…
Added 2 hours ago
I
Customer Experience Manager
Indigo
AB · Edmonton, AB
- $42,500 to $69,000 CAD / year
- Full-time
…ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and…
Added 3 hours ago
S
Inventory & Procurement Specialist- Calgary
Slalom
Calgary, AB
- Full-time
Slalom is a fiercely human business and technology company that leads with outcomes and teams with leaders, bringing more together. Our purpose is to help people and organizations dream…
Added 3 hours ago
KD
Account Manager
Keurig Dr Pepper
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 3 hours ago
W
Cost Analyst II
Worley
Calgary, AB · Edmonton, AB
- Full-time
Worley is a global company of energy, chemicals and resources experts headquartered in Australia. We partner with our customers to deliver projects and create value across the life of their…

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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