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Added 4 mins ago
Talent Acquisition and Retention Coordinator
Georgian Bay General Hospital
Midland, ON
$36.91 to $39.97 CAD / hour
Full-time
Make Excellent Care Personal - and Move It Forward Together
Added 4 mins ago
Pharmacist, Hourly Part Time Day
Loblaw Companies Limited
NB · Kings, NB
Part-time
Communicate with other health care professionals within the circle of care to provide customer care
Added 4 mins ago
Technical Sales and Field Service Engineer
Captiveaire - Region 114 Western PA
Ottawa, ON
Full-time
Leader in the industry for over 40 years with innovative technologies, unmatched service, competitive pricing, and rapid lead times.
Added 5 mins ago
Merchandise Processing Team Member - Whitby (Full Time)
Talize Inc / Recycling Rewards
Whitby, ON
Full-time
You communicate well, stay calm under pressure, and love working as part of a team. Most of all, you care about creating an amazing in-store experience and representing Talize’s values with…
Added 5 mins ago
Retail Floor Team Member - Windsor (Part-Time)
Talize Inc / Recycling Rewards
Windsor, ON
Part-time
You communicate well, stay calm under pressure, and love working as part of a team. Most of all, you care about creating an amazing in-store experience and representing Talize’s values with…
Added 5 mins ago
Merchandise Processing Team Member - Windsor (Full Time)
Talize Inc / Recycling Rewards
Windsor, ON
Full-time
You communicate well, stay calm under pressure, and love working as part of a team. Most of all, you care about creating an amazing in-store experience and representing Talize’s values with…
Added 5 mins ago
Customs Clerk
AXXESS INTERNATIONAL INC
Quebec, QC
Full-time
Our team members make a difference through the personalized service they provide to our clients, their expertise, respect, care for others, and willingness to take on new challenges.
Added 5 mins ago
Assistant Manager, Business Development
Durham College
Oshawa, ON
trades, science and technology, health care, engineering, social and community
Added 19 mins ago
Director, Brand & Growth - Mntd
Knix
Toronto, ON
From $135,000 CAD / year
Full-time
…revolutionizing the apparel industry with our best-in-class customer experience, innovative products and brands Knix, Kt by Knix, and Mntd. Come join us if you are looking for a…
Added 19 mins ago
Senior Product Manager (6 Month Contract)
Knix
Toronto, ON
Full-time · Contract
…revolutionizing the apparel industry with our best-in-class customer experience, innovative products and brands Knix, Kt by Knix, and Mntd. Come join us if you are looking for a…
Added 33 mins ago
Supply Chain Optimization Analyst (Contract)
Riverside Natural Foods Ltd. (Home of MadeGood)
Toronto, ON · North York, ON
Contract
Lead and support various supply chain or cross functional improvement initiatives. Effectively manage a variety of stakeholders and deliverables.
Added 33 mins ago
Senior Product Manager (6 Month Contract)
Knix
Toronto, ON
Contract
…revolutionizing the apparel industry with our best-in-class customer experience, innovative products and brands Knix, Kt by Knix, and Mntd. Come join us if you are looking for a…
Added 33 mins ago
Branch Manager
Gerrie Electric Wholesale Ltd.
Welland, ON
$90,000 to $110,000 CAD / year
Full-time
Our core purpose is Customer First- Employee Driven. We strive for an inspiring culture and integrity in all that we do.
Added 33 mins ago
Director, Brand & Growth - Mntd
Knix
Toronto, ON
From $135,000 CAD / year
Full-time
…revolutionizing the apparel industry with our best-in-class customer experience, innovative products and brands Knix, Kt by Knix, and Mntd. Come join us if you are looking for a…
Added 33 mins ago
Team Assistant
Ontario Health atHome
Sudbury, ON · Greater Sudbury, ON
Full-time
Whether you work in our office, in the community, or a health care facility – you will play a lead role in providing connected, accessible, patient-centered care – and be supported by our…
Added 33 mins ago
Branch Manager
Gerrie Electric Wholesale Ltd.
Mississauga, ON
$90,000 to $110,000 CAD / year
Full-time
Our core purpose is Customer First- Employee Driven. We strive for an inspiring culture and integrity in all that we do.
Added 34 mins ago
Operations Supervisor
McKesson
Trenton, ON
Full-time
Lead a team that supports the healthcare supply chain and patient care
Added 34 mins ago
Industrial/Maintenance Electrician - 309A/442A-Afternoon shift
Riverside Natural Foods Ltd.
Toronto, ON
Direct and lead maintenance staff in everyday scheduling, preventative maintenance, repair of all production equipment and resolve equipment related issues.
Added 34 mins ago
Senior Construction Manager
HelloFresh
Toronto, ON
Lead the coordination of all assigned construction project logistical tasks & timelines
Added 34 mins ago
Alterations Lead
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Toronto, ON
Full-time
The Alterations Lead is the guardian of CHANEL Perfect Fit and a key ambassador of the CHANEL&moi promise within the Fashion Boutique. This role ensures high-quality alterations, an…
Added 34 mins ago
Spécialiste Qualité de la Chaîne d'Approvisionnement / Supply Chain Quality Specialist
RTX
Longueuil, QC
Full-time
Added 50 mins ago
Sr Product Marketing Manager
Univar Solutions
Toronto, ON
Beauty & Personal Care (BPC), North America (U.S. & Canada)
Added 50 mins ago
Assistant Produce Manager
Farm Boy Inc.
Ottawa, ON
From $21 CAD / hour
Full-time
Deliver warm, confident, and engaging customer service that reflects Farm Boy’s commitment to the best fresh shopping experience.
Added 1 hour ago
Industrial/Maintenance Electrician - 309A/442A-Afternoon shift
Riverside Natural Foods Ltd. (Home of MadeGood)
Toronto, ON · North York, ON
Full-time
Direct and lead maintenance staff in everyday scheduling, preventative maintenance, repair of all production equipment and resolve equipment related issues.
Added 1 hour ago
Technical Delivery Manager
Intelex Technologies ULC
Canada
Full-time
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and…

Yardstick Technologies

Help Desk Manager

Edmonton, AB, T5J 3L7, Canada

Job type: Full-time
Experience: 5+ years of experience in customer service, IT support, service desk operations, or an MSP related field.
Posting language: English
Posted: Jun 22, 2026

Apply About employer

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Original job description

Looking for a workplace that values excellence and simplicity? At Yardstick Technologies, we excel in delivering top-notch solutions while simplifying complex challenges. We listen to our clients and team members, care about your growth, and celebrate every success together. Join us and make a real impact!

Our Story:

Yardstick Technologies, founded in 2008, leads IT outsourcing for small and medium businesses in Western Canada. We help businesses make smart technology decisions to further their strategies. Our fixed-fee services include managed IT solutions, cloud computing, Backup and Disaster Recovery, IT strategy, and consulting. We believe technology should help your business “WIN” and be part of a greater vision. Many small businesses trust us as their IT partner.

What You’ll Be Doing: As a Help Desk Manager, you will work closely with the Director of Service Delivery to lead and develop a team of Tier 1 Service Desk Analysts while delivering exceptional customer experience. This role is responsible for overseeing the daily operations of the Contact Centre, ensuring service levels are achieved, team members are supported and developed, and customers receive timely and effective service.

What You’ll Be Working On:

Provide leadership and guidance on daily operational challenges and customer service issues.
Conduct regular one-on-one meetings, performance reviews, coaching sessions, and development conversations.
Lead performance management activities, including employee recognition, coaching plans, corrective actions, and disciplinary processes when required.
Ensure staff consistently provide a positive and professional customer experience through phone, email, and ticket interactions.
Monitor and hold team members accountable to key performance indicators (KPIs) and service level objectives.
Ensure live call answer targets are achieved through effective scheduling, queue monitoring, and workload management.
Monitor ticket queues and actively manage ticket aging to ensure timely resolution of customer requests.
Track and improve customer response times and service delivery metrics.
Conduct regular quality assurance reviews and audits of tickets, customer interactions, and documentation.
Identify coaching opportunities and training needs through performance reviews and quality audits.
Support recruitment, onboarding, training, and development initiatives.
Act as an escalation point for customer concerns, service delivery issues, and team support.
Collaborate with leadership to improve processes, service delivery standards, and overall operational effectiveness.
Provide Service Desk support and operational assistance as required to meet business needs.
Employee flexibility is required to meet the demands of the business.

What We’re Looking For:

5+ years of experience in customer service, IT support, service desk operations, or an MSP related field.
Previous leadership, supervisory, coaching, or mentoring experience.
Experience training and developing technical teams.
Demonstrated ability to manage employee performance and hold team members accountable to expectations and KPIs.
Strong customer service, relationship-building, and conflict-resolution skills.
Excellent leadership, communication (verbal and written), and interpersonal skills.
Excellent organizational, time management, and prioritization skills.
Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
Experience with service management and ticketing platforms.
Ability to analyze performance data, identify trends, and implement improvement plans.
Valid Class 5 Driver's License (or equivalent) and a reasonably clean driving record.

Additional Requirements:

Open and flexible schedule with willingness to support occasional after-hours work, maintenance windows, and emergency escalations.
Participate in an on-call escalation rotation and support after-hours maintenance activities when required.
A valid driver's license with the ability to travel up to 10% of the time for customer engagements, project implementations, and site visits.

Physical Requirements (include but are not limited to):

Ability to lift heavy IT equipment including but not limited to desktops, printers, workstations, and UPS etc. up to 50 lbs. without assistance.

Our Employee Perks:

Competitive Salaries.
Comprehensive Health, Dental, and Vision Insurance.
Retirement Savings Plan with up to 3% Company Matching.
3 Weeks of Paid Time Off Annually, plus 11 Days Off on Alberta Holidays.
Certification Reimbursement.
Paid Parking.

We are excited about the possibility of you joining our team! If you’re passionate, driven, and ready to make a difference, we encourage you to apply for our open positions.

Explore our careers page at https://yardsticktechnologies.bamboohr.com/careers to view other opportunities and find the perfect fit for your skills and aspirations.

Apply About employer

More about this job

Responsibilities

The Help Desk Manager will lead and develop a team of Tier 1 Service Desk Analysts while overseeing daily contact center operations. This role involves monitoring KPIs, managing ticket queues, and ensuring high-quality customer service through coaching and performance management.

Requirements

Candidates must have at least 5 years of experience in IT support or service desk operations with proven leadership and supervisory skills. Strong communication, organizational abilities, and a valid driver's license are required to manage team performance and customer engagements.

Skills

Leadership
Team Management
Customer Service
IT Support
Service Desk Operations
Performance Management
Coaching
Mentoring
Conflict Resolution
Communication
Time Management
Organizational Skills
Ticketing Platforms
Data Analysis
Quality Assurance
Operational Effectiveness

Benefits

Competitive Salaries
Comprehensive Health Insurance
Dental Insurance
Vision Insurance
Retirement Savings Plan
Company Matching
Paid Time Off
Certification Reimbursement
Paid Parking

Visa sponsorship

Not detected in the job text

Keywords

Help Desk
IT Outsourcing
Managed IT Solutions
Cloud Computing
Disaster Recovery
IT Strategy
Consulting
Service Delivery
KPIs
Service Level Objectives
Quality Assurance
Performance Reviews
Recruitment
Onboarding
Technical Support
MSP
Ticketing Systems
Operational Management
Customer Experience
Escalation Management

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