IT Service Desk Manager, Canada

IT Service Desk Manager, Canada

Location: Ottawa, Canada Position Summary

We have a current vacancy for an IT Service Desk Manager, Canada to join our team in Ottawa, ON or Montréal, QC.

The Service Desk

Manager is accountable for the strategic and operational leadership of the IT Service Desk function across the Canadian region. This role ensures the delivery of high‑quality technical support services, promotes the adoption of standardized ITSM processes, and fosters a culture of respectful collaboration, continuous improvement, and compliance. The incumbent will lead a team of support professionals and serve as a key liaison between IT and business stakeholders while embedding Agile and Lean principles to drive efficiency and responsiveness.

Essential

Functions

Leadership & People Management Provide direction, coaching, and performance management to Service Desk staff. Promote a respectful, inclusive, and high‑performing team culture. Facilitate regular team meetings, individual development plans, and succession planning. Encourage employee engagement through transparent communication and recognition. Efficiently complete all people management HR tasks in a comprehensive and timely manner.

Service

Delivery & Operational Excellence Oversee the resolution of IT incidents and service requests through multiple support channels. Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs). Manage escalations and ensure timely and effective resolution.

Execute continuous improvement activities to drive improvement in key IT KPIs such as user satisfaction, service level compliance to response and resolution for both incidents and service requests, rework rate, and first contact resolution. Manage and improve the on‑call rotation and process for the NORAM service desk team. Support the major incident managers and resolution teams during major incident management events.

Stakeholder

Engagement & Collaboration Establish and maintain strong working relationships with internal stakeholders across business units. Partner with IT business partners to act as trusted advisors to departments, ensuring alignment between IT support and business needs. Facilitate feedback loops to improve service quality and responsiveness. Agile & Lean Ways of Working Apply Agile principles to enhance team collaboration, transparency, and iterative improvement.

Utilize

Lean methodologies to identify and eliminate waste, streamline workflows, and optimize IT service delivery. Promote a mindset of learning and continuous value delivery.

Process

Governance & Adoption Ensure the implementation and continuous improvement of ITIL‑based service management processes. Ensure consistent adoption of incident, request, problem, and change management workflows. Maintain accurate and up‑to‑date documentation, SOPs, and knowledge base content.

Technology & Platform Management Administer and optimize service desk platforms (e.g., ServiceNow, SCCM). Collaborate effectively with infrastructure, applications, and cybersecurity teams to ensure integrated support. Security & Compliance Ensure all service desk operations comply with organizational security policies and applicable regulations.

Support internal and external audits and maintain documentation for compliance purposes.

Security clearance requirement: Must be eligible for and obtain Government of Canada security clearance (e.g., Reliability Status or Secret Level, based on role scope). Fonctions essentielles

Leadership et gestion du personnel Assurer l'encadrement, le coaching et la gestion des performances du personnel du Service Desk. Promouvoir une culture d'équipe respectueuse, inclusive et performante. Organiser régulièrement des réunions d'équipe, établir des plans de développement individuels et planifier la relève.

Encourager l'engagement des employés grâce à une communication transparente et à la reconnaissance de leurs efforts. Accomplir efficacement toutes les tâches RH liées à la gestion du personnel, de manière exhaustive et dans les délais impartis. Prestation de services et excellence opérationnelle Superviser la résolution des incidents informatiques et des demandes de service via plusieurs canaux d'assistance.

Veiller au respect des accords de niveau de service (SLA) et des indicateurs clés de performance (KPI). Gérer les escalades et garantir une résolution rapide et efficace. Mener des activités d'amélioration continue afin d'optimiser les indicateurs clés de performance informatiques, tels que la satisfaction des utilisateurs, la conformité aux niveaux de service en matière de réponse et de résolution des incidents et des demandes de service, le taux de retouches et la résolution dès le premier contact.

Gérer et améliorer la rotation des permanences et

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