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Service Desk Manager

Robert Half

Toronto, ON On-site Full-time

Posted 2026-05-16

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Job Description

This job posting is for a current vacancy with our client.

We are seeking an experienced Service Desk & IT Operations Manager to lead service delivery and IT operations within a fast-paced, professional services environment.

A core focus of this role is the implementation, alignment, and continuous improvement of service desk processes in accordance with ITIL/ITSM best practices. The successful candidate will optimize incident, request, and change management workflows, define and monitor ITSM KPIs, and ensure service delivery meets established performance and compliance standards.

This is an excellent opportunity for a hands-on leader who thrives in fast-paced, high-performance environments and is passionate about delivering exceptional service. In this role, you will lead a Service Desk team, overseeing daily operations while driving performance, engagement, and service excellence. Strong people management experience is essential, as you will be responsible for coaching, mentoring, performance management, and building a high-performing, client-focused team.

In this role, you will:

•Lead, coach, and develop Service Desk staff, with a strong focus on people management, performance coaching, skill development, and engagement.
•Establish, define, and evolve baseline service metrics and KPIs to measure performance across incident, request, and change management processes.
•Drive a strong culture of continuous improvement, using data, reporting, and trend analysis to enhance service quality, efficiency, and end-user experience.
•Perform root cause analysis on recurring incidents and service issues, identifying underlying problems and implementing preventative and long-term corrective actions.
•Lead the alignment, implementation, and ongoing optimization of ITSM processes and best practices, ensuring consistent, scalable, and compliant service delivery.
•Monitor service performance through end-user feedback, operational reporting, and KPI analysis to identify improvement opportunities and service gaps.
•Provide hands-on escalation support for complex hardware and software issues, including troubleshooting, research, and resolution.

Requirements:

•Minimum 2 years of experience in a people management role
•Post-secondary degree or diploma in IT, or equivalent experience
•Demonstrated experience leading, coaching, and developing technical support teams, including performance management, feedback delivery, and skills development
•Hands-on experience implementing ITSM processes
•ITIL certification(s) are strongly preferred

This is a full-time and permanent position that includes a base salary between $100k - $120k, a pension plan, wellness plan, extended health and dental benefits, and paid vacation time. This position is bonus eligible as well.

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