IT Service Desk Manager

Elevate your career as an IT Service Desk Manager at Thales, based in Ottawa or Montréal. Lead a team to deliver high-quality technical support while promoting Agile and Lean methodologies.

This managerial role requires strategic leadership for the IT Service Desk across Canada. You will oversee incident resolutions, ensure compliance with SLAs, and foster collaboration between IT and business units. Driving continuous improvement in service delivery is a key focus while managing a team of dedicated support professionals.

Key Responsibilities:

• Manage IT incident resolution across support channels

• Ensure adherence to SLAs and KPIs

• Facilitate team meetings and individual development plans

• Apply Agile principles for team and service improvement

• Optimize service desk platforms like Service Now

Requirements:

• Bachelor’s degree in Computer Science or related field

• 5+ years in IT support; 2+ in leadership

• ITIL certification; experience with Service Now

• Strong communication and stakeholder engagement skills

• Ability to obtain Government of Canada security clearance

Lead impactful IT service strategies while nurturing a high-performing team within Thales.
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