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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
As a Wind Site Operations Manager, you will be responsible for the operations of a service site, ensuring optimized performance, safety, and customer satisfaction. In this role, you will…
Added 10 mins ago
AC
Customer Service Agent - Claims
Alimentation Couche-Tard
Laval, QC
- Internship
…offices. We make journeys easier by offering fast and friendly service. We care about our people and our communities, and we look for ways to uplift people first. Wherever your journey’s…
Added 10 mins ago
KD
Account Manager
Keurig Dr Pepper Canada
Calgary, AB
- $73,900 to $93,500 CAD / year
- Full-time
Added 10 mins ago
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Administrator, Media Solutions (Hybrid/Telework)
Radio-Canada
Toronto, ON
- Full-time
This role is a hybrid work arrangement. Work schedule to be discussed with the Hiring Manager according to the guidelines defined by the department.
Added 10 mins ago
TC
Restaurant Management
The Canadian Brewhouse
Prince George, BC
- Full-time
…strengthen the Canadian Brewhouse’s reputation with quality customer service skills, innovative brain-power, and a can-do…
Added 10 mins ago
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Harvey's General Manager - Barlow Trail
Harvey's
Calgary, AB
- Full-time
Harvey's is hiring a General Manager at our Barlow Trail location!
Added 10 mins ago
RP
Audit and Risk Officer
Resource Productivity and Recovery Authority
Toronto, ON
- Full-time
…other compliance activities. Reporting to the Audit & Risk Manager, this role expands RPRA's capacity to analyze, verify, and validate data submitted under Ontario's producer responsibility…
Added 10 mins ago
TH
Tool Rental Sales Part Time (NEPEAN)
The Home Depot Canada
Ottawa, ON
- Part-time
Sales Associates provide fast, friendly service by actively seeking out customers to assess their needs and provide assistance. Sales Associates have an emphasis on department and product…
Added 11 mins ago
OA
Car Wash Associate - OpenRoad Audi Boundary
OpenRoad Auto Group
Burnaby, BC
- Full-time
Other duties may be assigned at the direction of the Service Manager.
Added 11 mins ago
OA
Financial Services Manager - Mercedes-Benz Surrey
OpenRoad Auto Group
Surrey, BC
- Full-time
Must follow Company safety policies and practices, and immediately, report any and all accidents to General Manager.
Added 11 mins ago
Food Safety Team Member – General Labor (Night) - Mississauga, ON, Canada
Fortrex
Mississauga, ON
Protect What Matters: We are in service of safety at every step, ensuring the health of everyone is central to all we do – from plant team members to consumers.
Added 11 mins ago
Lead Person
Fortrex
Mississauga, ON
Protect What Matters: We are in service of safety at every step, ensuring the health of everyone is central to all we do – from plant team members to consumers.
Added 11 mins ago
Site Manager
Fortrex
Mississauga, ON
The Site Manager II is responsible for the daily management of operations, including supervising and directing the work of the sanitation crew, managing the budget, and billing our…
Added 11 mins ago
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Third Key Holder
Ardene
Woodstock, ON
- Full-time
In the absence of the Store Manager and the Assistant Manager, the Third Key Holder is responsible for overseeing all store operations including: opening and closing procedures, store…
Added 11 mins ago
CM
Mental Health Clinician (Children's Services)
Canadian Mental Health Association
Mount Forest, ON
- Part-time
Reporting to the Manager, Children’s Services, the successful candidate will be committed to assisting parents, children, and youth to establish healthy relationships. This will include…
Added 11 mins ago
GR
Technical Sales & Market Development Manager – Canada
Go RH
Montreal, QC
- Full-time
Collaborate closely with estimating, project management, and technical support teams to ensure seamless customer service.
Added 11 mins ago
EB
Bilingual Fraud Analyst - Cards
EQ Bank | Canada's Challenger Bank
Toronto, ON
- Full-time
Effectuer diverses tâches opérationnelles courantes, notamment le traitement des demandes de service, des transactions et des requêtes, dans le respect des niveaux de service établis.
Added 11 mins ago
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Account Manager - CAD Software
GoEngineer
Markham, ON
- $55,000 to $120,000 CAD / year
- Full-time
GoEngineer is looking for an Account Manager, Software to join our team in Cambridge, Ontario. In this role, you’ll build trusted relationships with customers, learn how their businesses…
Added 11 mins ago
SH
Senior Financial Analyst, Supply Chain
Scarborough Health Network
Toronto, ON · Consilium Place
- Full-time
Reporting to the Manager, Supply Chain and Systems Specialist, the Senior Financial Analyst, Supply Chain provides financial and analytical expertise to support category management,…
Added 11 mins ago
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Senior Project Manager
Ledcor
Edmonton, AB
- Full-time
As the Senior Project Manager, you will be responsible for the smooth functioning of day-to-day operations to ensure that projects are completed on time and within budget. In this role, you…
Added 11 mins ago
J
Technicien(ne) en bâtiment / Building Services Technician
JLL
Quebec, QC · CAN-CLIENT Quebec-Place Ste-Foy
- Full-time
Répondre aux demandes de service des locataires
Added 11 mins ago
LW
District Manager
Lammle's Western Wear
Calgary, AB
- $75,000 to $85,000 CAD / year
The District Manager champions the traditional western values that Lammle’s was founded on. The District Manager is a natural leader who proactively manages and develops their team by…
Added 25 mins ago
L
5794 - 3rd Key
Lids
Timmins, ON
- $18.45 USD / hour
- Part-time
Achieve revenue growth through customer service.
Added 25 mins ago
HV
Financial Controller
Hilton Vancouver Downtown
Vancouver, BC
- Full-time
Hilton Vancouver Downtown is a 206-room full-service hotel in the heart of downtown Vancouver, steps from Robson Street and the city’s sports and entertainment district. We’re hiring a…
Added 25 mins ago
BG
Foreman Service - Material Handling
Brandt Group of Companies
Winnipeg, MB
- Full-time
The Foreman responsible for the daily organization and dispatch of technicians, providing quality repair for the Service department to achieve maximum efficiency and productivity, while…

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.

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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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