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Added 9 days ago
TH
Accounting & Finance Intern
Teladoc Health
Toronto, ON · CAN - Toronto
- Full-time
Teladoc Health’s internship program allows students to gain hands-on experience by applying their academic curriculum to real world situations. We are looking for a skilled, motivated, and…
Added 9 days ago
BB
Supervisor
Beyond Behavioural Intervention Inc
Fredericton, NB
- $23 to $25 CAD / hour
- Full-time
Successfully pass a Social Development check as a condition of employment
Added 9 days ago
NW
Conseillère ou conseiller en ressources humaines | Généraliste / HR Advisor | Generalist
North West Rubber
Beauceville, QC
- Full-time
Here, a day in HR might start with an interview, continue with a discussion with a manager, involve handling a labour relations matter at the plant, organizing a training session... and end…
Added 9 days ago
SS
Alternative Investments Financial Reporting Senior Manager, Officer
State Street
Toronto, ON
- Full-time
…plans among other perks. You’ll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your…
Added 9 days ago
A
H&S Officer (T/HIRA)
AtkinsRéalis
Toronto, ON
- Full-time
…Project in Toronto. The successful candidate will report to the Manager, Health and Safety on the Project. The purpose of this role is to support the project achieving top tier Safety and…
Added 9 days ago
SJ
Store Manager - Peoples Jewellers - Medicine Hat Mall
Signet Jewelers
Medicine Hat, AB
- Full-time
Reporting to the District Manager (DM), the Store Manager (SM) will lead the day-to-day operations of a single store to achieve all sales, profitability, customer satisfaction, inventory…
Added 9 days ago
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Team Lead (Full time) - St Vital
Reitmans (Canada) Ltée/Ltd
Winnipeg, MB
- Full-time
Promote effective communication with the Store Manager to ensure alignment, smooth operations, and timely execution of priorities.
Added 9 days ago
CD
Access to Information, Privacy & Parliamentary Affairs Associate
Canada Development Investment Corporation (CDEV)
Toronto, ON
- Full-time
Canada Development Investment Corporation (CDEV) advances economic prosperity for Canada by delivering financial and commercial expertise to the Government of Canada. A self-sustaining…
Added 9 days ago
NG
Talent & Workforce Planning Manager
NFI Group Inc.
Winnipeg, MB
- Full-time
…succession planning, talent reviews, workforce planning, career development, and internal mobility…
Added 9 days ago
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Procurement & Supply Chain Analyst / Supply Chain Data Analyst (PSCA002)
Potenco
Canada
- Full-time
Added 9 days ago
GO
Land Stewardship Manager
Government of Manitoba
Winnipeg, MB
- Full-time
Reporting to the Section Manager of the Habitat & Endangered Species Section, the incumbent is responsible for the leadership, development and management of the Land Stewardship Unit…
Added 9 days ago
SI
Information Technology Help Desk Manager
STACK IT Recruitment
Windsor, ON
- $85,000 to $95,000 CAD / year
- Full-time
We're hiring a Service Desk Manager to join an established managed IT services provider supporting businesses across many industries. The role owns the performance and development of the…
Added 9 days ago
SI
Information Technology Service Delivery Manager
STACK IT Recruitment
Windsor, ON
- Full-time
We're hiring a Service Desk Manager to join an established managed IT services provider supporting businesses across many industries. The role owns the performance and development of the…
Added 9 days ago
YD
Administrative Assistant - 1 year contract position
YWCA Durham
Oshawa, ON
- Full-time
2. Provide administrative support to the Manager of Communications and Fund Development and Manager of Supportive Housing.
Added 9 days ago
V
Architect
Virtusa
Toronto, ON
- Full-time
Deep working knowledge of core GCP services relevant to this program: Cloud Run, Cloud SQL
Added 9 days ago
D
Project Manager
Dexian
Waterloo, ON
- $53 to $61 CAD / hour
- Contract
We are seeking a Senior Project Manager to lead the delivery of a complex, multi-workstream claims and operations implementation in partnership with an external vendor. This role will be…
Added 9 days ago
Z
Senior Accountant
Zeifmans
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Responding effectively and efficiently to client, manager and partner requests
Added 9 days ago
GO
Trades Instructor
Government of Manitoba
The Pas, MB
- Other
Under the general supervision of the Food Services Manager, the incumbent of this position is responsible for the preparation of meals, the supervision of inmates engaged in the preparation…
Added 9 days ago
LC
Life Enrichment Worker_FT-Perm
LOFT Community Services
Toronto, ON
- $52,022 to $61,821 CAD / year
- Full-time
Participate in on-call rotations, special projects, and other duties as assigned by Program Manager and/or designated.
Added 9 days ago
Senior Software Developer (C#/.NET)
Riva International, Inc.
Canada
Reporting to the Senior Engineering Manager, you'll build and evolve backend systems that power revenue-critical workflows for large, complex organizations. You'll work on a mature product…
Added 9 days ago
T
Manager, Talent Review Program
TD
Toronto, ON
- Full-time
Lead the design, delivery, governance, and continuous evolution of TD's enterprise Talent Review program. Accountable for end-to-end program management, including annual planning, executive…
Added 9 days ago
T
Project Delivery Manager
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 9 days ago
HH
Patient Care Manager
Halton Healthcare
Oakville, ON
- Full-time
Reporting directly to the Director of the Emergency Program at Halton Healthcare, the OTMH Emergency Department (ED) Patient Care Manager (PCM) works in collaboration with the ED leadership…
Added 9 days ago
SN
170R1-26-4 Community Food Animator
Six Nations
Ohsweken, ON
- Full-time
Program planning, development and evaluation:
Added 9 days ago
SN
188-26-5 Paramedic Chief
Six Nations
Ohsweken, ON
- Full-time
Experience and understanding of emergency preparedness, policy and program development, budget administration and program evaluation.

STACK IT Recruitment

Information Technology Help Desk Manager

Windsor, ON, Canada

$85,000 to $95,000 CAD / year · Full-time

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Job details

Pay: $85,000 to $95,000 CAD / year
Job type: Full-time
Apply by: Nov 13, 2026
Experience: 5+ years of experience leading a service desk or technical support team, ideally within an MSP or 24/7 service environment
Posting language: English
Posted: Oct 14, 2026

Original job description

🧭 Are you a service desk leader who builds capable, client-focused technicians through structured coaching and development?

We're hiring a Service Desk Manager to join an established managed IT services provider supporting businesses across many industries. The role owns the performance and development of the Tier 1 and Tier 2 service desk, ensuring client issues across multiple environments are resolved with professionalism and empathy. This is a people leadership role for someone who moves comfortably between coaching, structured performance development, client relationship recovery, and service desk process improvement.

You'll have the time to work directly with the team and the latitude to recommend changes to established processes, working closely with operations leadership and clients.

💻 Who You Are

A people leader whose first priority is coaching and developing technicians, with the discipline to protect that time from a crowded meeting calendar
A motivator who builds confidence in technicians who are still learning to support many different client environments
Someone who sees rapport, empathy and client confidence as the true measure of a service interaction, not only the resolution
A calm, respectful point of escalation who handles difficult client conversations with care

📍 Work Type

Location: Windsor, ON (On-site)
Vacancy Type: This role reflects an existing vacancy
On-Call: Participation in the management on-call rotation, including occasional after-hours and weekend escalations

🎯 What You'll Do

Lead and develop service desk technicians through monthly one-on-ones, development plans and call reviews
Manage multi-shift scheduling for 24/7 coverage, including holiday planning and the alerting rotation in tools such as Signl4
Hire and onboard new technicians, including ramp plans, shadowing and certification paths
Act as the escalation point for client experience issues, including direct client calls and service recovery
Oversee the Priority 1 incident process, from prompt action and stakeholder communication through to post-mortems and problem tickets
Supervise the Dispatch Coordinator, who manages queue health, aging tickets and SLA adherence
Lead the daily Operations stand-up as a member of the Operations Leadership Team, setting the day's priorities
Represent the service desk at the Change Advisory Board and in process improvement and automation reviews
Build and maintain KPI dashboards in BrightGauge, tracking call statistics and client satisfaction trends for senior management

⭐ What We're Looking For

5+ years of experience leading a service desk or technical support team, ideally within an MSP or 24/7 service environment
A proven record of hiring, coaching, performance management and scheduling across a multi-shift team
Experience leading client escalation and service recovery calls
Experience owning a P1 or major incident process, including post-incident reviews and problem management
Working knowledge of PSA/ITSM tooling such as ConnectWise, ticketing workflows and SLA management
Experience building KPI reporting in BrightGauge or a similar tool for senior stakeholders
Comfortable representing the service desk in governance forums such as a Change Advisory Board
Clear, professional written and verbal communication with clients, technicians and senior leadership

🔥 What Makes This Role Exciting

Coaching at the Core: Direct reports are kept to the service desk team so that developing technicians remains the priority of the role
A Voice in How the Desk Runs: SLAs and metrics are established, and leadership actively welcomes a fresh perspective on what could work better
Client Experience as the Differentiator: The company competes on how clients feel about every interaction, so the standard you set for the desk shapes its reputation
Direct Line to Leadership: The role reports to the VP of Operations and sits on the Operations Leadership Team

Benefits

Base Salary: $85,000 - $95,000
Paid Time Off: Competitive vacation and personal days to maintain a healthy work-life balance
Health Benefits: Comprehensive group health benefits to support your overall well-being
RRSP Matching: Employer contributions to a group RRSP program, supporting your long-term financial security
Professional Development: Ongoing training, certification support and professional development

📩 Ready to Lead a 24/7 Service Desk? Apply Now!

At STACK IT Recruitment, we connect top talent with standout opportunities. If you meet at least 70% of the qualifications, we encourage you to apply - we'd love to chat!

Know someone perfect for this role? Share it with your network - you might just help someone take the next big step in their career.

✨ We're proud to support diversity and inclusion. Need accommodation during the hiring process? Just let us know - we're here to support you!

AI Use Disclosure:

STACK IT uses AI-enhanced tools to support initial candidate screening and interview note analysis. All assessments and hiring decisions remain human-led.

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More about this job

Responsibilities

Lead and develop Tier 1 and Tier 2 service desk technicians, manage multi-shift coverage, and oversee hiring, onboarding, performance, and dispatch operations. Handle client escalations and Priority 1 incidents, and improve service desk processes while reporting performance metrics to leadership.

Requirements

Requires 5+ years leading a service desk or technical support team, ideally in an MSP or 24/7 environment, with experience in coaching, scheduling, client escalations, and major incident management. Candidates should know PSA/ITSM workflows and SLA management, be able to build KPI reports, and communicate effectively with clients, technicians, and senior leaders.

Skills

Service Desk Leadership
Coaching and Staff Development
Performance Management
Multi-Shift Scheduling
Hiring and Onboarding
Client Escalation Management
Client Service Recovery
Major Incident Management
Problem Management
PSA/ITSM Tools
ConnectWise
Ticketing Workflows
SLA Management
KPI Reporting
BrightGauge
Change Advisory Board

Benefits

Paid Time Off
Health Benefits
RRSP Matching
Professional Development

Visa sponsorship

Not detected in the job text

Keywords

Managed IT Services
Service Desk
Tier 1 Support
Tier 2 Support
24/7 Coverage
Multi-Shift Scheduling
Technician Coaching
Performance Development
Client Experience
Client Escalations
Service Recovery
Priority 1 Incidents
Major Incident Management
Post-Incident Reviews
Problem Management
Dispatch Coordination
Queue Health
SLA Adherence
ConnectWise
PSA/ITSM
Ticketing Workflows
BrightGauge
KPI Dashboards
Change Advisory Board
Process Improvement
Automation
Signl4

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