Find work in Canada.

574,841 jobs across our Canadian network. How we count

Jobs in Canada

25+ jobs

Email me new jobs Save this search

Added 5 mins ago
RC
Production Assembler
Reliable Controls
Edmonton, AB
- Full-time
…delivery and continuous improvement. Reporting to the Operations Manager, you will help achieve operational excellence, product quality, and customer satisfaction. This role offers the…
Added 5 mins ago
W
Pharmacy Assistant
Walmart
Ottawa, ON
- Part-time
The Pharmacy Assistant assists the Pharmacist in the technical aspects of prescription filling and administrative duties in order to increase the Pharmacist's opportunity to provide patient…
Added 5 mins ago
TA
Customer Success Manager, Scaled Accounts
Tali AI
Toronto, ON
- Full-time
Root causes fixed, not just worked around. You’ll take recurring customer problems to Product and Engineering, and check whether the fix actually reduced them.
Added 5 mins ago
B
T&O Senior Data Analyst, Financial Data
BMO
Toronto, ON · FCP
- Full-time
Translate business requirements into actionable technical specifications.
Added 5 mins ago
B
Cyber Controls Testing Analyst
BMO
Toronto, ON · YNG
- Full-time
…based on assigned portfolio ensuring adherences to established service levels and…
Added 5 mins ago
B
Senior Analyst, Credit Risk Analytics, Stress Testing (12 Month Contract)
BMO
Toronto, ON · FCP
- Full-time
Technical proficiency gained through education and/or business experience.
Added 5 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 5 mins ago
M
Full Stack Engineer
Manulife
Toronto, ON · Waterloo, ON
- Full-time
…is well suited to an engineer who wants to strengthen their technical capabilities, take meaningful ownership of their work and continue developing within a team that values engineering…
Added 5 mins ago
A
Cyber Security Analyst
AltaLink
Calgary, AB
- Full-time
…are empowered to continuously improve, deliver outstanding customer service and make a meaningful impact every day. We embrace the unique identities, experiences and perspectives of our…
Added 20 mins ago
B
Credit Manager
BMO
Sudbury, ON
- Part-time
Provides technical expertise to other team members, acting as a go-to person for the team.
Added 20 mins ago
AC
Talent Recruiter - Temporary
Air Canada
Dorval, QC
- Full-time
Proven experience in delivering exceptional customer service and enhancing customer satisfaction
Added 20 mins ago
Engineer In Training-TS001
City of London
London, ON
The position reports to the Deputy City Manager, Environment & Infrastructure, Housing and Community Growth, or Finance Supports, or designate, for purposes of annual assignments and career…
Added 20 mins ago
Site Supervisor
Fortrex
Woodbridge, ON
Ensure that the sanitation team complies with all internal company procedures and policies, including Technical Services, Human Resources, Accounting, IT, and general customer service.
Added 20 mins ago
Manufacturing Engineering Specialist
BWXT
Peterborough, ON
…design, manufacture, development, testing, parts supply, and service of on-power refueling, reactor maintenance, and nuclear medicine delivery tooling sold around the world. We are the…
Added 20 mins ago
V|
Gestionnaire de Projets Municipal / Project Manager Municipal
Veolia | Water Tech
Montreal, QC
- Full-time
Reporting to the Project Portfolio Manager, you will plan, organize, supervise, and control project execution activities, including installation work oversight and client follow-up. You…
Added 20 mins ago
N
Software Developer - Cloud Platform
Nakisa
Montreal, QC
- Full-time
…QA and DevOps colleagues based outside Quebec, and writing technical documentation shared with those…
Added 35 mins ago
CC
Retail Shift Leader
Canna Cabana
Saskatoon, SK
- Full-time
Assist in the delivery of key personnel management when on shift and resolve any customer service issues as and when needed
Added 35 mins ago
PG
Senior Application Security Engineer
Paymentus Group Inc
Richmond Hill, ON
- Full-time
This is a hands-on technical role reporting to the Manager of Platform Security. The Senior Application Security Engineer will perform secure design reviews, threat modeling, source code…
Added 50 mins ago
T
Data Designer II
TD
Toronto, ON
- Full-time
Gather and translate business data extraction and consumption requirements into technical specifications. Ensure proper data ingestion, curation, and consumption.
Added 50 mins ago
TE
Project Manager, Reliability Execution
TC Energy
Airdrie, AB · Calgary, AB
- Full-time
…and Facility Improvement Process items for Canada Operations Technical Services (COTS) and CGO, ensuring work is executed in a well-coordinated, cost-effective and safe…
Added 50 mins ago
SE
Field Service Technician
Schneider Electric
AB · Edmonton, Alberta
- Full-time
…APC-MGE UPS (uninterruptible power supply) customers including technical site analysis to resolve customer issues and to perform field service duties on APC-MGE’s complete range of…
Added 50 mins ago
M
Senior Manager, Regional Control
Metrolinx
Oakville, ON
- Full-time
Review technical and functional reports related to planned operational changes to identify risks to service delivery, safety, and customer experience.
Added 50 mins ago
D
Ecommerce Manager, DTC
Dermalogica
Toronto, ON
- Full-time
Combining strong commercial acumen with technical expertise, you will translate sales targets into actionable plans, oversee campaigns and promotional strategy across digital channels, and…
Added 50 mins ago
DC
ECommerce Manager, DTC
Dermalogica Canada
Toronto, ON
- $85,000 to $95,000 CAD / year
- Full-time
Combining strong commercial acumen with technical expertise, you will translate sales targets into actionable plans, oversee campaigns and promotional strategy across digital channels, and…
Added 1 hour ago
D
Sales Manager - Home Envelope Products
Dakwakada
Whitehorse, YT
- Full-time
Working closely with the President and, when appointed, the Director of Sales & Marketing, the Sales Manager translates sales objectives into practical operating processes, establishes…

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

Report this job