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 + 8% bonus 

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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.

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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.

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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.

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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.

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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.”

We appreciate the time and effort all applicants invest in their submissions. Please note that only candidates shortlisted for this role will be contacted directly. However, your profile will remain under consideration for future opportunities that align with your experience and career goals. All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions. Our human recruiters review all applications and always make the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.