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Added 7 mins ago
FG
Receptionist - FFUN Dodge North Battleford
FFUN Group
North Battleford No. 437, SK · North Battleford, Saskatchewan
- Full-time
…how to create a great first impression and keep a busy front desk running…
Added 7 mins ago
W
(CAN) General Merchandise Associate (Part Time)
Walmart
Merritt, BC
- Part-time
…location and processes recovery merchandise from the Customer Service desk and other areas of the…
Added 7 mins ago
W
(CAN) General Merchandise Associate
Walmart
Penticton, BC
- Part-time
…location and processes recovery merchandise from the Customer Service desk and other areas of the…
Added 7 mins ago
B
Associate or Vice President, Global Markets
BMO
Montreal, QC · HO
- Full-time
BMO Capital Markets is a leading, full-service financial services provider. We offer corporate and investment banking, treasury management, as well as research and advisory services to…
Added 7 mins ago
Peer Makerspace Tutor (Casual), Library Services
Northern Alberta Institute of Technology
St. Catharines, ON · Main Campus
…This will include answering questions at the Makerspace Help Desk, coaching users on effective equipment use, and helping users troubleshoot their…
Added 7 mins ago
TC
Junior IT Support Analyst
The Citco Group Limited
Halifax, NS
- Full-time
To accurately record, update and document incidents and requests in the Service Desk ticketing system.
Added 8 mins ago
CL
Residence Services Lead
Campus Living Centres
King City, ON
- Full-time
…responsibilities. The RSS will primarily work out of the Front Desk and will carry out tasks to help ensure that all daily front desk procedures are…
Added 22 mins ago
M
Assistant Front Office Manager
Marriott
Quebec, QC
- Full-time
…include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check…
Added 22 mins ago
TH
Plumbing/Electrical Sales Associate: Part Time - COUNTRY HILLS
The Home Depot
Burnaby, BC
- 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 22 mins ago
TH
Hardware Sales Associate Full-Time - 7102 Thunder Bay
The Home Depot
Thunder Bay, ON
- Full-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 22 mins ago
TH
Hardware Sales Associate: Part Time - SQUAMISH
The Home Depot
Squamish, BC
- 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 22 mins ago
R
Loader customer assitance
RONA
Brossard, QC
- Full-time
We operate or service corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to…
Added 23 mins ago
FR
Operations Manager
Foresight Recruitment Group
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
This is not a desk-bound facilities role or a single-building position. It’s a leadership seat with ownership of how a portfolio performs, in a company small enough that your decisions are…
Added 37 mins ago
R
Director, Cash Management
RBC
Toronto, ON
- Full-time
Effectively interact with and provide leadership engagement with TS Funding & Liquidity Trading Desk, Account Managers, Branches, Trading Operations staff, and correspondent banks in the…
Added 37 mins ago
H&
Spa Associate Sales and Client Experience
Hand & Stone - Mississauga - Derry & Dixie
Mississauga, ON
- $19 to $20 CAD / hour
- Full-time
…for top-tier individuals to manage client experiences, front-desk logistics, and backend spa operations across our Mississauga…
Added 37 mins ago
R(
Temporary Fashion Associate - PENN
Reitmans (Canada) Ltée/Ltd
Owen Sound, ON
- Part-time
As a Fashion Associate, you will deliver personalized service and support daily store operations to ensure a welcoming, customer-first environment. From assisting in the fitting room to…
Added 52 mins ago
TS
Justice Support Worker
The Salvation Army Canada and Bermuda Territory
Regina, SK
- Full-time
…needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks…
Added 52 mins ago
CH
Chamberlain - Guest Service Ambassador
Crescent Hotels & Resorts
Stratford, ON
- Full-time
Previous hospitality, front desk, or customer service experience is an asset, but personality and a genuine passion for hospitality are equally important.
Added 52 mins ago
P
PepsiCo Beverages Full-Time Merchandiser - Canmore
PepsiCo
Calgary, AB
- Full-time
- Temporary
…to be out in the world rolling up your sleeves than behind a desk all…
Added 53 mins ago
WR
Before School Support - LTO - 7.5 hrs per week
Waterloo Region District School Board
Cambridge, ON
- Full-time
Added 53 mins ago
WR
LTO EA Level D - Extended Day After School - 10 hrs/wk
Waterloo Region District School Board
Waterloo, ON
- Full-time
Developmental Service Worker (DSW) from an accredited post-secondary institution
Added 53 mins ago
WR
Before School Support - LTO - 7.5 hrs per week
Waterloo Region District School Board
Waterloo, ON
- Full-time
Added 53 mins ago
MS
IT Support & Facilities Coordinator
McGill St Laurent
Montreal, QC
- Contract
Schedule and follow up on maintenance and service contracts (cleaning, HVAC, etc.)
Added 1 hour ago
MS
IT Support & Facilities Coordinator
McGill St Laurent
Montreal, QC
- Full-time
Schedule and follow up on maintenance and service contracts (cleaning, HVAC, etc.)
Added 1 hour ago
Service Desk Analyst
Rush Street Interactive
Toronto, ON
The Service Desk Analyst will be responsible for providing technical assistance and support to end-users, resolving issues related to computer systems, software and hardware. As the first…

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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