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Added 12 mins ago
Life Sciences Commercial Director
Scovai
Toronto, ON
Full-time
…leading life sciences organization seeking a seasoned Commercial Director to spearhead its Canadian market strategy. This is a high-impact, director-level opportunity for a commercially…
Added 12 mins ago
Principal Strategic Deal Maker
Capgemini Engineering
Mississauga, ON
Full-time
Capgemini is looking for a high-touch, passionate and self-motivated Senior Director with 10+ years of Management Consulting or Utilities Industry leadership experience focused on defining…
Added 12 mins ago
Associate Director
S M Software Solutions Inc
Toronto, ON
Full-time
We are looking for an experienced Associate Director, Data Lifecycle Automation to join the CM Technology (QTS) Data and Architecture Strategy team at RBC Capital Markets. This role offers…
Added 12 mins ago
Associate Director
S M Software Solutions Inc
Toronto, ON
Full-time
We are looking for an experienced Associate Director, Data Lifecycle Automation to join the CM Technology (QTS) Data and Architecture Strategy team at RBC Capital Markets. This role offers…
Added 12 mins ago
Associate Director
S M Software Solutions Inc
Toronto, ON
Full-time
We are looking for an experienced Associate Director, Data Lifecycle Automation to join the CM Technology (QTS) Data and Architecture Strategy team at RBC Capital Markets. This role offers…
Added 12 mins ago
Sales Associate
WIRELESSWAVE / WAVE SANS FIL
Burlington, ON
Full-time
…we’re proud to be recognized as a Best Place to Work by HR Director Magazine. Join us in a rewarding, people-first environment where opportunity and growth are always within…
Added 12 mins ago
VP of Operations
Wolf Steel Ltd
Barrie, ON
Full-time
…and functional leaders, including the GM, Mexico; GM, China; Director, Operations Canada; and Director, Global…
Added 27 mins ago
Underwriting Director
Jobgether
Canada
Full-time
This is an opportunity to influence both business results and talent development within a dynamic commercial insurance environment.
Added 42 mins ago
Underwriting Director
Jobgether
Canada
Full-time
This is an opportunity to influence both business results and talent development within a dynamic commercial insurance environment.
Added 42 mins ago
Creative Services Manager
UBC Properties Trust
Vancouver, BC
$75,000 to $85,000 CAD / year
Full-time
…identity systems, templates, assets, and guidelines across business units, and recommend refinements to the Director of Marketing as needs…
Added 42 mins ago
Associate Director - Halifax
S M Software Solutions Inc
Halifax, NS
Full-time
We are looking for an experienced Associate Director, Data Lifecycle Automation to join the CM Technology (QTS) Data and Architecture Strategy team at RBC Capital Markets. This role offers…
Added 42 mins ago
Associate Director - Halifax
S M Software Solutions Inc
Halifax, NS
Full-time
We are looking for an experienced Associate Director, Data Lifecycle Automation to join the CM Technology (QTS) Data and Architecture Strategy team at RBC Capital Markets. This role offers…
Added 42 mins ago
Associate Director - Halifax
S M Software Solutions Inc
Halifax, NS
Full-time
We are looking for an experienced Associate Director, Data Lifecycle Automation to join the CM Technology (QTS) Data and Architecture Strategy team at RBC Capital Markets. This role offers…
Added 43 mins ago
Manager, Varsity Operations
University of British Columbia
Vancouver, BC · UBCV | War Memorial Gymnasium (MGYM)
$8,087.08 to $12,117.08 CAD / month
Full-time
…with other programs such as the Marketing, Communications, Development & Alumni Engagement, Integrated Support Team and Partnerships Units in the department. This position will require…
Added 43 mins ago
Manager, Supply Chain & Innovation
IMAX
Mississauga, ON · Sheridan Park
Full-time
The Manager, Supply Chain Analytics & Innovation reports to the Senior Director, Supply Chain Operations and partners with Supply Chain leaders to identify, design and implement…
Added 43 mins ago
Senior Advisor, Procurement
VIA HFR - VIA TGF Inc
Ottawa, ON · Montreal, QC
Under the supervision of the Director, Corporate Procurement, the Senior Advisor, Procurement is responsible for developing and implementing procurement strategies for assigned files and…
Added 43 mins ago
Financial Inclusion Program Manager
Vancity
Vancouver, BC
Full-time
This is a Full-time, Permanent role based at our Vancity head office and will report directly to the Director, Co-Ops and Local Economy. While this position provides a hybrid work…
Added 43 mins ago
Co-ops & Local Economies Program Manager
Vancity
Vancouver, BC
Full-time
This is a Full-time, Permanent role based at our Vancity head office and will report directly to the Director, Co-Ops and Local Economy. While this position provides a hybrid work…
Added 43 mins ago
Affordable Housing Program Manager
Vancity
Vancouver, BC
Full-time
…initiatives that strengthen housing outcomes while delivering business and community impact. This role is ideal for a collaborative and strategic professional who is passionate about…
Added 1 hour ago
Inside Sales Specialist - North America
Ross Video
Ottawa, ON · Nepean, ON
Full-time
…opportunities with both end users and via Ross’ authorized business partner…
Added 1 hour ago
Director, Media Strategy
Jobgether
Canada
Full-time
Lead the development of go-to-market strategies and integrated, full-funnel media plans informed by consumer, audience, and industry insights, with a strong focus on measurable business…
Added 1 hour ago
Relationship Manager In Training - Regional Markets (Grande Prairie)
ATB
Grande Prairie, AB
Full-time
Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.
Added 1 hour ago
Relationship Manager, Regional Markets - Grande Prairie
ATB
Grande Prairie, AB
Full-time
Reporting to the Director, the Relationship Manager (RM) works with a team of ATB Business associates and partners and is responsible for increasing and retaining business based on annual…
Added 1 hour ago
Project Engineering Director
Worley
Markham, ON
Full-time
Worley is seeking an accomplished Engineering Director to support the pursuit, development, and delivery of a major nuclear project in Canada.
Added 1 hour ago
Property Maintenance Manager
Kerry's Place Autism Services
Newmarket, ON
$71,214 to $89,037 CAD / year
Full-time
Reporting to the Director, Property Management & Development, the Property Maintenance Manager is responsible for leading maintenance operations for Kerry's Place Supported Living

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

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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.

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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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