Service Desk Manager

Job Title: Service Desk Manager

Location: Toronto, Ontario, Hybrid (4 days onsite per week)

Job Type: Permanent

Language: Strong written and verbal communication skills in English

Compensation: $90,000–$120,000/year

About the Opportunity

Our client in the professional services sector is seeking a Service Desk Manager to lead daily operations across their IT support and service delivery environment. This role blends hands-on technical knowledge with leadership, ensuring end-users receive reliable, responsive support while driving service excellence across the organization.

You will oversee a team responsible for incident management, user support, and IT operations coordination. Working closely with senior IT leadership, you will help refine processes, optimize service delivery, and foster a collaborative team environment focused on continuous improvement. The successful candidate would lead the coaching and development of the Helpdesk team and be a key contributor for improving their processes, we want to ensure candidates can demonstrate an ability to build a collaborative environment with new teams, work to create/encourage excellent, sustained client service & performance, and long-term trust with stakeholders.

What’s in it for You

You will join a collaborative technology team within a highly professional environment that values service excellence and continuous learning. The organization fosters a culture of accountability, mentorship, and teamwork where technology professionals are empowered to improve processes and elevate the employee experience.

This role offers the opportunity to shape service desk operations, mentor a growing team, and influence IT service management practices within a stable and respected organization.

Your Responsibilities

• You’ll oversee daily Service Desk operations, ensuring appropriate scheduling, work allocation, and consistent support coverage during business and after-hours support windows.
• In this role, you’ll act as the primary escalation point for complex technical issues, providing guidance to team members and supporting end-users with advanced troubleshooting.
• You’ll lead improvements to Service Desk processes using ITIL-based IT service management practices, optimizing incident, request, and change management workflows.
• You’ll monitor service performance metrics and user feedback to identify trends, implement improvements, and enhance service quality.
• You’ll mentor and develop Service Desk staff through coaching, performance management, hiring participation, and structured onboarding initiatives.

Skills and Qualifications

• 7+ years of experience in IT support or help desk environments, including at least 2+ years in a leadership or management role.
• Experience implementing and managing ITIL-based IT Service Management processes within enterprise environments.
• Strong technical knowledge supporting enterprise hardware, software, and end-user environments.
• Demonstrated leadership and team development experience within professional services, legal, or corporate environments.
• Excellent troubleshooting, communication, and stakeholder management skills.
• Advanced ITIL/ITSM certifications are considered and asset.

Note from the Hiring Manager

“We’re looking for a leader who understands both technology and people. Someone who can guide the team through complex issues while continuously improving how we deliver support across the firm.”