Service Desk Manager

*
* Job Description:

** The Service Desk Manager will provide hands-on leadership for a Denta Quest/ Sun Life IT Service Desk, serving as the primary operational interface between IT and the business. This hybrid role reports to the Service Desk Director and oversees a team of six professionals supporting 5,000+ employees across both organizations. across the IT organization, with frequent interaction with business leaders.

The ideal candidate will drive consistent, high‑quality end‑user support, ensure effective
** Key Responsibilities
** Lead and manage a blended IT Service Desk team including internal staff and third‑party service providers   Own Service Desk documentation, knowledge management, and standard operating procedures Contribute to service desk strategy and long-term operational excellence
** Required Qualifications
** Bachelor’s degree in computer science, Information Technology, or equivalent experience in a similar role 3+ years of experience in IT Operations or Service Desk leadership Proven experience managing teams of 5+ support professionals, including remote and hybrid team members Hands-on experience managing Service Now in an enterprise environment Strong analytical skills with proficiency in Microsoft Excel for reporting and performance analysis

Excellent written and verbal communication skills Strong leadership, organizational, and problem-solving abilities
** Preferred Qualifications
** Salary Range: $70,300 - $105,500    At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business.

We are dedicated to creating a work environment where everyone is rewarded for their contributions.

Experience with modern call centre technology including Amazon Connect, Data Analytics e.g. Tableau/Quick Sights and GenAI Chatbots.
** Shine together
** At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed.
** Make life brighter
** We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world.
** Shape the future
** With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter.

Join a top employer for a brighter future. Visit
#J-18808-Ljbffr