Service Desk Manager (Ottawa)

Overview

Our client is seeking an experienced Service Desk Manager to lead their IT support team and ensure high-quality service delivery for internal and external stakeholders. This role will focus on managing day-to-day operations of the service desk, improving processes, and driving customer satisfaction across IT support services.

The ideal candidate will combine strong leadership skills, hands-on IT support knowledge, and a focus on process efficiency. You will manage a team of IT professionals, oversee ticketing and incident management, and implement service improvements aligned with industry best practices.

This is a hybrid role based in Ottawa, ideal for a manager passionate about IT service excellence and team development.

Key Responsibilities

• Lead and manage the day-to-day operations of the IT service desk, ensuring SLAs and performance metrics are met.

• Supervise, mentor, and develop a team of IT support analysts and technicians.

• Monitor and report on incident, problem, and service request trends, providing insights to improve IT support processes.

• Collaborate with IT leadership to implement ITIL-based processes, tools, and best practices.

• Ensure effective ticketing, escalation, and resolution processes across multiple support channels.

• Maintain knowledge management systems, documentation, and standard operating procedures.

• Identify opportunities for automation, process improvement, and service enhancements.

• Support change management and service delivery initiatives across IT operations.

• Act as a point of escalation for complex technical issues and customer concerns.

• Foster a culture of customer service excellence and continuous improvement.

Required Qualifications

• 5+ years of experience in IT support or service desk management.

• Strong understanding of IT service management (ITSM) frameworks, preferably ITIL).

• Proven experience managing teams of IT support professionals.

• Excellent communication, leadership, and stakeholder management skills.

• Hands-on experience with ticketing systems and IT support tools (e.g., ServiceNow, Jira Service Management, Remedy).

• Strong problem-solving and process improvement capabilities.

• Experience with incident management, change management, and service reporting.

Preferred Qualifications

• IT certifications such as ITIL Foundation, CompTIA, Microsoft, or Cisco certifications.

• Experience in enterprise IT environments or managed services.

• Knowledge of cloud platforms, network administration, and endpoint management.

• Experience implementing service desk KPIs, reporting dashboards, and continuous improvement programs.

Key Skills

• IT Service Desk Management

• ITIL / ITSM Processes

• Team Leadership & Development

• Incident & Problem Management

• Service Delivery & SLA Compliance

• Process Improvement & Automation

• Ticketing Systems (ServiceNow, Jira, Remedy)

• Customer Service Excellence

Why Join This Opportunity

• Lead a high-performing IT service desk team in Ottawa.

• Drive continuous improvement initiatives across IT operations.

• Work in a collaborative and technology-focused environment.

• Competitive compensation and opportunities for professional growth and development.