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Added 2 days ago
C
Service Delivery Manager
CBRE
Toronto, ON
- Full-time
Serve as the primary client-facing contact for a portfolio of accounts, leading service reviews and building long-term relationships.
Added 2 days ago
LN
Ticketing Intern (Winter 2027)
Live Nation Entertainment
Toronto, ON
- Part-time
This is a full-time, fixed-term position from January from April 2027. The Ticketing Intern position is a detail-oriented position that requires excellent organizational skills, and…
Added 3 days ago
BT
Residential Project Coordinator
Beanfield Technologies Inc.
Toronto, ON
- $55,000 CAD / year
- Contract
Beanfield is looking for a Residential Order Coordinator! Reporting to the Residential Coordinator Manager, the Residential Order Coordinator will work closely and simultaneously with…
Added 3 days ago
B
Residential Project Coordinator
Beanfield
Toronto, ON
- $55,000 CAD / year
- Contract
Beanfield is looking for a Residential Order Coordinator! Reporting to the Residential Coordinator Manager, the Residential Order Coordinator will work closely and simultaneously with…
Added 4 days ago
OH
Analyst, Application Support
Ontario Health | Santé Ontario
Toronto, ON
- Full-time
…operated by DxH. The role manages complex production incidents and service requests, investigates application issues, and represents the voice of the customer when issues require escalation…
Added 4 days ago
CC
IT Coordinator & Technical Support Specialist
Carlson Construction Group
North Vancouver, BC
- $75,000 to $80,000 CAD / year
- Full-time
Analyze recurring service issues and recommend long-term solutions.
Added 4 days ago
ED
CAL 3 Data Center Manager - Relocation Assistance Possible | Responsable du centre de données - Possibilité d'aide à la relocalisation
Estruxture Data Centers
AB · Rocky View County, Alberta
- Full-time
The Manager, Data Center Operations (DCM) is a critical operational role overseeing the day-to-day management of our Cal-3 data center. You will be responsible for leading a team of data…
Added 4 days ago
OH
Analyst, Application Support
Ontario Health
Toronto, ON
- Full-time
…operated by DxH. The role manages complex production incidents and service requests, investigates application issues, and represents the voice of the customer when issues require escalation…
Added 9 days ago
F(
Customer Success Manager - SMB
Fours (formerly Suger)
Vancouver, BC
- Full-time
We're hiring an SMB Customer Success Manager (Eastern Time) to join our growing CS team. You'll own a book of approximately 50-70 SMB accounts (up to $25K ARR per account, totaling 1M+…
Added 10 days ago
CN
Agent, Station
Canadian North
Gjoa Haven, NU
- From $21.5 CAD / hour
- Part-time
Must have completed grade 10 or have equivalent job experience in the related areas: warehouse, customer service, etc;
Added 10 days ago
HS
Technical Customer Support
Henry Schein One UK
Surrey, BC
- Full-time
…troubleshooting, resolving, and accurately documenting incoming customer support tickets related to the supported software. You will identify root causes, provide clear guidance, and…
Added 10 days ago
SO
Technical Customer Support
Software of Excellence
Surrey, BC
- Full-time
…troubleshooting, resolving, and accurately documenting incoming customer support tickets related to the supported software. You will identify root causes, provide clear guidance, and…
Added 10 days ago
LA
Support Analyst
Legislative Assembly of Ontario / Assemblée législative de l’Ontario
Toronto, ON
- Full-time
…Branch. As a valued member of our team, reporting directly to the Manager, Service Desk, you will collaborate closely with a dynamic group of IT…
Added 10 days ago
P
Gestionnaire de comptes, Ventes de billets, service et activation | Account Manager, Ticket Sales, Service & Activation
PWHL
Montreal, QC
- Full-time
The Account Manager, Ticket Sales, Service & Activation is responsible for driving ticket sales,
Added 11 days ago
ML
Manager, HR Services
Maple Leaf Foods Inc
Mississauga, ON
- $96,000 to $141,000 CAD / year
- Full-time
Identify, prioritize, and implement opportunities to enhance HR service delivery through process optimization, AI, automation, and other enabling technologies, including employee and…
Added 11 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 11 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 12 days ago
AS
Manager Deskside Support
Apex Systems
Mississauga, ON
- $40 to $55 USD / hour
- Contract
The Manager ensures alignment with service‑level expectations, governance requirements, and technical standards, while supporting disaster recovery readiness and on‑call operations for…
Added 12 days ago
SI
Service 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 12 days ago
SI
Service Desk Manager
STACK IT Recruitment
London, 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 12 days ago
SI
Service Desk 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 12 days ago
AF
Customer Experience Manager
Alendel Fabrics
Toronto, ON · North York, ON
- $105,000 to $115,000 CAD / year
- Full-time
Alendel is looking for an experienced manager to lead its Customer Service function and strengthen the end-to-end customer experience across Canada and the United States. This is a newly…
Added 13 days ago
O-
Account Manager - Project Coordinator
Omnify - Home of LumiSheet™
Markham, ON
- Full-time
The Account Manager is the primary point of contact for assigned customers and sales opportunities at Omnify, guiding the customer journey from the first quotation request through order…
Added 13 days ago
Help Desk Specialist
Hudbay Minerals
Princeton, BC
Reporting to the IT Manager, The Help Desk Specialist is Responsible for Tier 1 and 2 software and hardware support. Provides technical advice, guidance and informal training to customers…
Added 13 days ago
O
Account Manager – Project Coordination
Omnify
ON · Markham Outer Southwest, Ontario
- Full-time
customer relationships that support long-term engagement, confidence, and

STACK IT Recruitment

Information Technology Service Delivery Manager

Windsor, ON, Canada

Base Salary: $85,000 - $95,000 · Full-time

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Job details

Pay: Base Salary: $85,000 - $95,000
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 24/7 staffing and onboarding, and oversee client escalations, Priority 1 incidents, and service recovery. Guide daily operations and governance, supervise queue and SLA performance, and maintain KPI dashboards while identifying process improvements.

Requirements

Requires at least five years leading a service desk or technical support team, ideally in an MSP or 24/7 environment, with experience in hiring, coaching, performance management, and multi-shift scheduling. Candidates should have experience with client escalations, major incident processes, PSA/ITSM workflows and SLAs, KPI reporting, governance forums, and clear professional communication.

Skills

Service Desk Leadership
Technician Coaching and Development
Performance Management
Multi-Shift Scheduling
Client Escalation Management
Service Recovery
Major Incident Management
Problem Management
PSA/ITSM Tools
ConnectWise
SLA Management
KPI Reporting
BrightGauge
Change Advisory Board Governance
Process Improvement
Client Communication

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
Development Plans
Call Reviews
Client Escalations
Service Recovery
Priority 1 Incidents
Post-Incident Reviews
Problem Management
Dispatch Coordination
Queue Health
Ticket Aging
SLA Adherence
ConnectWise
PSA/ITSM
BrightGauge
KPI Dashboards
Client Satisfaction
Change Advisory Board
Process Improvement
Automation
Signl4
Operations Leadership

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