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Added 13 mins ago
Assistant Quality Manager
Scarborough Transit Connect
Toronto, ON · Scarborough, ON
Full-time
8+ years of experience in a Quality Coordinator, Quality Specialist, Lead Quality Inspector, or similar quality-focused role.
Added 13 mins ago
Junior Project Manager
Simpcw Resources Group
Kamloops 1, BC
Full-time
Ensure projects comply with quality specifications, safety standards, and company policy.
Added 13 mins ago
Site Superintendent (Construction)
PACT
ON · Mississauga, Ontario
…field operations and support the safe, efficient, and high-quality delivery of construction activities across one of Canada’s largest and most complex aviation infrastructure programs. This…
Added 28 mins ago
Production Manager
BAUCO Access Panel Solutions Inc
Victoria, BC
$80,000 to $100,000 CAD / year
Founded in 1995, BAUCO is a leading manufacturer and distributor of high-quality, customizable architectural access panels and grilles. We are known for innovation, precision, and service…
Added 43 mins ago
Head of Clinical Quality
NHS Scotland
Carstairs, AB
Full-time
The State Hospitals Board for Scotland is seeking an experienced and highly motivated Head of Clinical Quality to lead and support the development, implementation and continuous improvement…
Added 43 mins ago
Quality Assurance Compliance Associate
DECIEM | THE ABNORMAL BEAUTY COMPANY
Toronto, ON · Etobicoke, ON
Full-time
We’re hiring a Quality Assurance Compliance Associate tofacilitate the transition of day-to-day execution, including the management of NCRs, CAPAs, LIRs, routine eQMS administration, and…
Added 43 mins ago
Director, Fire Protection Engineering - Eastern Canada
AtkinsRéalis
Montreal, QC
Full-time
In this strategic position, you will lead a growing team, contribute to complex infrastructure projects, and collaborate with a national and global network of engineering experts to deliver…
Added 59 mins ago
Frontend Developer Intern, Winter 2027
Coveo
Montreal, QC
Take an active role in code review sessions. Offer constructive feedback and use the feedback you receive to improve the quality of your code and strengthen your programming skills.
Added 59 mins ago
Preconstruction Coordinator
Flatiron Construction Corp
Toronto, ON
Other
Reviews project specifications for quality assurance at the beginning of work, during the project work and after work completes. Initiates and manages appropriate certificates, inspections…
Added 59 mins ago
Co-op Winter 2027 - Systems Integration, Verification, and Validation - 8-12 months
General Dynamics Missions System International
Calgary, AB
Internship
Contribute to process improvements, test automation initiatives, and quality assurance activities.
Added 1 hour ago
Gestionnaire principal·e, Opérations Qualité / Senior Manager, Quality Operations
Jubilant HollisterStier CMO
Montreal, QC
Full-time
At Jubilant HollisterStier Montreal, we manufacture essential products that directly support patient care. Quality, safety, and integrity guide every decision we make. We are seeking a…
Added 1 hour ago
Quality Coordinator (14/7)
Pomerleau
Squamish, BC
$87,000 to $112,000 CAD / year
Full-time
As a Quality Lead you will support large-scale civil and infrastructure projects – ranging from $1.5 million to upwards of $1 billion – you will be responsible in maintaining organized and…
Added 1 hour ago
Frontend Developer Intern, Winter 2027
Coveo
Quebec, QC
Volunteer
Take an active role in code review sessions. Offer constructive feedback and use the feedback you receive to improve the quality of your code and strengthen your programming skills.
Added 1 hour ago
Frontend Developer Intern, Winter 2027
Coveo
Montreal, QC
Volunteer
Take an active role in code review sessions. Offer constructive feedback and use the feedback you receive to improve the quality of your code and strengthen your programming skills.
Added 1 hour ago
Manager - Diagnostic Imaging
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
Full-time
Lead departmental initiatives focused on continuous quality improvement, patient experience, service innovation, operational efficiency, and system integration.
Added 1 hour ago
Manager, Audit (PCAOB)
KPMG
Regina, SK · Saskatoon, SK
Full-time
Your work matters. As part of our Audit & Assurance practice, you’ll deliver high‑quality work that supports trust, transparency, and confidence across both public and private…
Added 1 hour ago
Director, Maintenance
Porter Airlines Inc.
Toronto, ON
Full-time
Ability to develop and maintain strong partnerships with SOCC, Flight Operations, Quality Assurance, and Strategic Procurement
Added 1 hour ago
Caretaker Supervisor - Administrative Assistant 3 (AESES)
Recreation Manitoba
Winnipeg, MB
Full-time
Supervise the custodial services and conduct daily quality assurance inspections.
Added 1 hour ago
(CAN) Directeur adjoint des marchandises générales
Walmart Canada
Saint-Constant, QC · St Constant, QC
Full-time
Executes and monitors asset protection and safety controls; maintains quality assurance standards; oversees safety and operational reviews while ensuring compliance with Walmart policies…
Added 1 hour ago
Manager, Contact Center - QA & Operations Excellence
Walmart Canada
Mississauga, ON
Full-time
Lead the Customer Care Quality Assurance program by establishing and maintaining quality standards, calibration practices, and governance routines that ensure consistency across customer…
Added 1 hour ago
Order Fulfillment Specialist
Epiroc
Mississauga, ON
Full-time
Comply with the organization’s people management, environmental, health & safety, recycling, sustainability efforts and quality assurance policies and standards.
Added 1 hour ago
Principal Environmental Planner - MTO
Parsons Corporation
Toronto, ON · Oakville, ON · Markham, ON
Full-time
Promote consistent quality assurance procedures, tools, and best practices.
Added 1 hour ago
Assistant Food & Beverage Manager-Hilton Garden Inn & Homewood Suites by Hilton Ottawa Downtown
Concord Hospitality Enterprises
Ottawa, ON
Full-time
Lead by example and maintain a consistent presence on the floor during service periods.
Added 1 hour ago
Audit Manager - Capital Markets Internal Audit
BMO
Toronto, ON · FCP
Full-time
…management in fulfilling mandates. This work provides vital assurance to the Board of Directors and senior management on the quality of internal control systems and reduces the risk of loss…
Added 2 hours ago
Sr. PMO Project Manager/Chef de projet senior, PMO
Bluberi
Drummondville, QC
Full-time
Lead and coordinate assigned projects from initiation through execution, launch readiness, sustainment, or closure.

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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