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Added 8 mins ago
NV
Senior Business Analyst (ID#5597)
New Value Solutions
Vancouver, BC · Greater Vancouver, BC
- Contract
Gather and document ServiceNow integration requirements and support the development of operational processes.
Added 1 hour ago
Facilities Administrator
Trans Mountain
Calgary, AB
Monitor and manage the facilities inbox and ServiceNow requests, ensuring facilities requests are addressed, completed, and followed up on. Maintain strong working relationships with…
Added 1 hour ago
PT
ITSM Service Desk Manager
Poly Tech Talent
Toronto, ON
- Full-time
Experience with ITSM platforms such as ServiceNow, Jira Service Management, BMC, Ivanti or similar.
Added 2 hours ago
A
Forward Deployed AI Engineer - Associate Manager
Accenture
Calgary, AB · Vancouver, BC · Ottawa, ON · Toronto, ON
- Full-time
…Anthropic, and Gemini with enterprise platforms including SAP, ServiceNow, Salesforce, data platforms, and internal…
Added 2 hours ago
Z
Software Engineer, Backend (All Levels)
Zip
Toronto, ON
- Full-time
Experience working with API connections with external systems like Jira, ServiceNow, Slack, etc is a bonus, but not required.
Added 2 hours ago
H
Bilingual Senior L3 AI Engineer
HRConnects
Montreal, QC
- Full-time
Familiarity with connectors, the Power Platform, and integration across M365, ServiceNow, and identity management systems.
Added 3 hours ago
Intermediate Technology Specialist, IT Service Management
Equitable
Waterloo, ON
Execute ITSM processes, standards, and tooling (e.g., ServiceNow) related to incident and major incident management
Added 3 hours ago
A
Spécialiste des outils digitaux - Publications Techniques / Digital Tools Business Specialist - Technical Publications
Airbus
Mirabel, QC · Montreal, QC
- Full-time
Vous êtes à l’aise avec les outils de gestion de projet, de collaboration et de travail numérique, tels que Jira, ServiceNow, Arbortext, Google Workspace ou des plateformes similaires.
Added 3 hours ago
D
Offensive and defensive security advisor
Desjardins
Levis, QC · Montreal, QC
- Full-time
As a Vulnerability Management and ServiceNow SecOps Advisor, you’ll be responsible for ServiceNow SecOps, Desjardins Group’s central vulnerability management solution. You’ll guide the…
Added 4 hours ago
IG
Project Manager
Insight Global
Toronto, ON
- $57 to $65 CAD / hour
- Contract
…stakeholder coordination, and the implementation and enhancement of ServiceNow Hardware Asset Management (HAM) and Software Asset Management…
Added 4 hours ago
Intermediate Technology Specialist, Service Now Developer
Equitable
Waterloo, ON
Design, manage, and support the enterprise ServiceNow platform - including scripting, automation, and integrations (REST/SOAP, Mid Server)
Added 8 hours ago
NB
Senior Analyst Enterprise Architecture Tools
National Bank of Canada
Montreal, QC
- Full-time
Design, develop, test, and maintain integrations between Enterprise Architecture platforms and systems such as ServiceNow, Collibra, and Jira, using APIs, webhooks, and synchronization…
Added 13 hours ago
K
Desk Side Support Technician
Kyndryl
Montreal, QC
- Full-time
Familiarity with enterprise ticketing tools (such as ServiceNow) and modern device management/imaging solutions (such as Microsoft Intune/MECM).
Added 17 hours ago
LS
NetSuite Consultant
LIDD Supply Chain Consultants
Toronto, ON
- Full-time
Experience with other SaaS products (Salesforce, Workday, ServiceNow, etc.) or logistics-oriented software (WMS, TMS, MES);
Added 18 hours ago
IW
Senior Manager Real Estate Operations
IG Wealth Management
MB · Manitoba, Canada
- Full-time
Added 18 hours ago
JG
Sr. SAP FI-CO Configuration Analyst
J&M Group
Toronto, ON
- Full-time
Added 18 hours ago
S
Associate Customer Success Manager - French
ServiceNow
Montreal, QC
- Full-time
…potentiel de transformer notre façon de travailler. Aujourd’hui, ServiceNow se présente comme un leader mondial du marché, apportant une technologie innovante améliorée par l’IA à plus de 8…
Added 20 hours ago
R
ITAM Specialist
Raise
Saskatoon, SK
- Full-time
The ITAM Specialist will provide technical expertise for the implementation and ongoing development of ServiceNow Software Asset Management Pro (SAM Pro). The role will focus on ensuring…
Added 20 hours ago
IG
EDI Developer
Insight Global
Toronto, ON
- $50 to $65 CAD / hour
- Contract
Experience with ServiceNow, Jira, or similar ticketing/work-management tools
Added 21 hours ago
T
Sap Finance Control Consultant
Tekshapers
Toronto, ON
- Full-time
Added 21 hours ago
AG
Senior Manager, HR Operations
Altus Group
Toronto, ON
- Full-time
…You will support the rollout and evolution of tools such as ServiceNow, chatbot functionality, Workday improvements, reporting automation, self-service resources, and approved AI-enabled…
Added 22 hours ago
S
Associate Customer Success Manager - French
ServiceNow
Montreal, QC
- Full-time
…potentiel de transformer notre façon de travailler. Aujourd’hui, ServiceNow se présente comme un leader mondial du marché, apportant une technologie innovante améliorée par l’IA à plus de 8…
Added 23 hours ago
T
Product Owner I - AskHR
TD
London, ON · Toronto, ON
- Full-time
We’re looking for a Product Owner I to lead the product direction for AskHR, our ServiceNow-based HR help desk application. In this role, you’ll help shape how colleagues access HR support…
Added 23 hours ago
NB
Chief Technical Support Analyst End-User IT
National Bank of Canada
Toronto, ON
- Full-time
Record all interactions and incidents in our ITSM ticketing system (ServiceNow), including descriptions, intervention details, and solutions adopted
Added 1 day ago
RP
ServiceNow Developer
Rexall Pharmacy Group Ltd.
Mississauga, ON
- Full-time
The ServiceNow Developer configures, customizes, and scales Rexall’s ServiceNow platform to streamline business processes, optimize IT service management, and deliver automated workflows…

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.

Apply About employer

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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