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Added 9 mins ago
F
Co-Founder & CEO - Supply Chain Tech | AI Returns Recovery
FutureSight
Canada
- Full-time
FutureSight is seeking a Co-Founder & CEO to lead Riuso, an AI recommerce venture. This is a co-founder partnership with meaningful founder equity, not a salaried executive role.
Added 9 mins ago
F
Co-Founder & CEO - Supply Chain Tech | AI Returns Recovery
FutureSight
Canada
- Full-time
FutureSight is seeking a Co-Founder & CEO to lead Riuso, an AI recommerce venture. This is a co-founder partnership with meaningful founder equity, not a salaried executive role.
Added 9 mins ago
F
Technical Co-founder - AI Workforce for Law Firms
FutureSight
Canada
- Full-time
…content, digital marketing, campaign management and optimization, lead nurturing, and ongoing marketing…
Added 9 mins ago
F
Co-Founder & CEO - Entrepreneur in Residence
FutureSight
Canada
- Full-time
…test and refine ideas, kill the ones that don't hold up, and lead the one that does from inception through fundraising and…
Added 9 mins ago
BC
Intern, Talent Acquisition - Winter 2027
BBA Consultants
Montreal, QC
- Internship
Friendly, eco-mindful and high-tech workspaces
Added 9 mins ago
KS
Marketing Manager, Growth & Client Engagement
K2 Services
Corporate Canada Eastern Office
- Full-time
Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide…
Added 9 mins ago
F
Co-Founder & CEO - AI Content Intelligence for Professional Services
FutureSight
Canada
- Full-time
FutureSight is seeking a Co-Founder & CEO to lead an AI-native content intelligence and publishing venture. This is a co-founder partnership with meaningful founder equity, not a salaried…
Added 9 mins ago
F
Co-Founder & CEO - AI Content Intelligence for Professional Services
FutureSight
Canada
- Full-time
FutureSight is seeking a Co-Founder & CEO to lead an AI-native content intelligence and publishing venture. This is a co-founder partnership with meaningful founder equity, not a salaried…
Added 9 mins ago
F
Co-Founder & CEO - Entrepreneur in Residence
FutureSight
Canada
- Full-time
…test and refine ideas, kill the ones that don't hold up, and lead the one that does from inception through fundraising and…
Added 9 mins ago
KB
Quality Control Manager
KOLER BUILDERS
ON · Ontario, Canada
- Full-time
We are seeking an experienced, detail-oriented Construction Quality Control (QC) Manager to lead, develop, and execute the project-specific Quality Management Plan across our active job…
Added 9 mins ago
F
Technical Co-founder - AI Workforce for Law Firms
FutureSight
Canada
- Full-time
…content, digital marketing, campaign management and optimization, lead nurturing, and ongoing marketing…
Added 9 mins ago
BC
Intern, Talent Acquisition - Winter 2027
BBA Consultants
Mont-Saint-Hilaire, QC · Mont-St-Hilaire, QC
- Internship
Friendly, eco-mindful and high-tech workspaces
Added 9 mins ago
A
Quality Assurance Tech III
Actalent
Vancouver, BC
- $45 to $50 CAD / hour
- Contract
Job Title: Quality Assurance Tech IIIJob Description
Added 9 mins ago
BC
Principal Advisor, Finance Transformation and Special Projects
BBA Consultants
Mont-Saint-Hilaire, QC · Mont-St-Hilaire, QC
- Full-time
You’ll report to the Corporate Controller and serve as a business partner to optimize financial processes. You’ll lead strategic projects and help continuously improve corporate finance…
Added 9 mins ago
BC
Tax Specialist
BBA Consultants
Mont-Saint-Hilaire, QC · Mont-St-Hilaire, QC
- Full-time
Lead the tax component of international assignments and expatriate employee programs, including preparing required information and coordinating with Human Resources, Payroll and external…
Added 24 mins ago
AL
Chief of Staff
Altis Labs
Toronto, ON
- Full-time
…directly to the CEO, you will turn priorities into plans, help lead our most important cross-functional programs, own the annual budget and board cycle, and make sure nothing falls through…
Added 24 mins ago
T
Senior Customer Success Manager
Trulioo
Remote, Canada
- $100,000 to $130,000 CAD / year
- Full-time
- Remote
But Trulioo is more than a tech company. We are a united force of dedicated experts committed to establishing trust online - and we’re proud to be recognized as a BC Top Employer for the…
Added 39 mins ago
AI
Regional Lead Architect - Transportation, Western Canada
Architecture49 Inc.
Vancouver, BC
- Full-time
…Specializing in transportation infrastructure, science and tech for academia, research and industry, sports and entertainment venues, and industrial spaces, our Western Canada team…
Added 39 mins ago
E
Senior Water & Wastewater Engineer
Englobe
Regina, SK
- Full-time
Communicate effectively and can lead a high-performing, multi-discipline team through design and contract administration;
Added 39 mins ago
L
Account Manager
Lawbrokr
Toronto, ON
- Part-time
Report: lead monthly check-ins and quarterly reviews on leads, conversion and attribution
Added 39 mins ago
CG
Functional Safety Engineer - Automotive Systems
CS GROUP - Canada
Montreal, QC
- Full-time
Joining CS Group Canada means taking part in complex, high-tech projects for some of the most prestigious system manufacturers in North America, while benefiting from competitive salaries,…
Added 40 mins ago
OS
Marketing Manager, Growth & Client Engagement
Opensity Solutions
Burlington, ON
- Full-time
Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide…
Added 54 mins ago
T
Art Director - Thinkingbox
Thinkingbox
Toronto, ON
- Full-time
Define and lead the visual direction for campaigns, experiences, and digital work from concept through final delivery
Added 54 mins ago
A
Executive Assistant - Temporary
ARC'TERYX
North Vancouver, BC
- Full-time
- Temporary
…Team, including leadership offsites, team building activities, Tech-wide events, and Live It experiences, taking the lead on execution when…
Added 1 hour ago
P
Technical Director
Parallelz
Remote, Canada
- Full-time
- Remote
As Technical Director, you will own the technical direction of Parallelz and lead a senior engineering team. You will work closely with the CEO and product leadership to turn priorities…

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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