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Added 12 mins ago
A
Head of Sales
Anchorbase
Toronto, ON
- Full-time
Attain or exceed sales development and partner-sourced pipeline targets while architecting and building a best-in-class BDR team, Account Executive program, GTM operating cadence, and…
Added 12 mins ago
GF
Talent Acquisition Partner
General Fusion Inc.
Richmond, BC
- Full-time
Reporting to the Manager, People & Culture, the Talent Acquisition Partner will be a hands-on, full-cycle recruiter with primary responsibility for a portfolio of General Fusion's…
Added 1 hour ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
…customer relationships, a strong sense of community and a unique culture and values. We are looking for people with the inspiration and talent to develop with us as we pursue our ambitious…
Added 1 hour ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM has a strong foundation built on innovation, close customer relationships and a unique culture and values. We are dedicated to offering our customers the highest…
Added 3 hours ago
IE
Analyst, Business
IMAX Enhanced | Streaming & Consumer Technology
Mississauga, ON
- Full-time
Partner with business SMEs, architects, and application teams to design scalable future-state processes.
Added 3 hours ago
CO
Human Resources Generalist
City of Saint John
Saint John, NB
- Full-time
Promote a positive workplace culture through proactive employee engagement and communication efforts.
Added 5 hours ago
NB
AVP & Regional Lead, Western Canada Advisory Group
National Bank of Canada
Calgary, AB
- Full-time
key partner to Commercial Banking deal teams, Risk Management, and Western
Added 7 hours ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM has a strong foundation built on innovation, close customer relationships and a unique culture and values. We are dedicated to offering our customers the highest…
Added 7 hours ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
…customer relationships, a strong sense of community and a unique culture and values. We are looking for people with the inspiration and talent to develop with us as we pursue our ambitious…
Added 11 hours ago
C
Senior Project Manager | Commercial Interiors
Clearspace
Toronto, ON
- Full-time
…well as the ability to guide and influence stakeholders. A talent for building strong professional relationships that can lead to future business…
Added 13 hours ago
TC
VP of Delivery
Two Circles
Vancouver, BC
- Full-time
This role also means operating as a business partner to Product and Go-To-Market leadership - working through delivery, resourcing and prioritization decisions together with those teams…
Added 13 hours ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
…customer relationships, a strong sense of community and a unique culture and values. We are looking for people with the inspiration and talent to develop with us as we pursue our ambitious…
Added 13 hours ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM has a strong foundation built on innovation, close customer relationships and a unique culture and values. We are dedicated to offering our customers the highest…
Added 14 hours ago
SP
Recruiting Coordinator (Contract)
Salesforce Partner Canada
Toronto, ON
- Contract
In the Recruiting Coordinator role you will successfully partner with both our Talent Delivery and Hiring teams in order to provide best in class candidate experience. You will be a subject…
Added 15 hours ago
IE
Manager, Supply Chain & Innovation
IMAX Enhanced | Streaming & Consumer Technology
Mississauga, ON
- Full-time
Process, Reporting and Technology solutions: Act as a key Supply Chain business partner for process, reporting and technology-enabled improvements. Translate operational challenges and…
Added 18 hours ago
CO
Human Resources Generalist
City of Saint John
Saint John, NB
- Full-time
Promote a positive workplace culture through proactive employee engagement and communication efforts.
Added 18 hours ago
AC
Credit Team Lead
Aston Carter
AB · Edmonton, Alberta
- $38 to $42 CAD / hour
- Full-time
Business partner mindset with genuine enthusiasm for helping the business improve performance.
Added 19 hours ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM has a strong foundation built on innovation, close customer relationships and a unique culture and values. We are dedicated to offering our customers the highest…
Added 19 hours ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
…customer relationships, a strong sense of community and a unique culture and values. We are looking for people with the inspiration and talent to develop with us as we pursue our ambitious…
Added 20 hours ago
AC
Credit Team Lead
Aston Carter
AB · Edmonton, AB
- $38 to $42 CAD / hour
- Full-time
Business partner mindset with genuine enthusiasm for helping the business improve performance.
Added 20 hours ago
W
Human Resources Business Partner (Manufacturing)
Wonderbrands
Mississauga, ON
- Other
As a Talent and Development (HR) Business Partner, your primary responsibility is to support our production team in a fast-paced manufacturing environment. You provide support and…
Added 23 hours ago
S
Manager, Regional Business Management and Planning (English/Spanish) - International Banking
Scotiabank
Toronto, ON
- Full-time
Support effective day-to-day business controls and consider the Bank’s risk appetite and risk culture in assigned activities and decisions
Added 1 day ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM has a strong foundation built on innovation, close customer relationships and a unique culture and values. We are dedicated to offering our customers the highest…
Added 1 day ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
…customer relationships, a strong sense of community and a unique culture and values. We are looking for people with the inspiration and talent to develop with us as we pursue our ambitious…
Added 1 day ago
CO
Human Resources Generalist
City of Saint John
Saint John, NB
- Full-time
Promote a positive workplace culture through proactive employee engagement and communication efforts.

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.

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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