Service Manager, Office Tech; IT Support

Position: Service Manager, Office Tech (IT Support )
About the Office Tech Team  Klick’s Office Tech Team supports employees across devices, access, applications, and collaboration tools. The team is centered around the Tech Lounge, a supportive help desk and collaborative space.
Service Manager Role  The Service Manager leads the front‑line support team, ensuring timely and helpful service while building processes and culture that enable scalable quality as Klick grows.
What You’ll Do   Lead, grow, and coach the Fixanator team—schedule, cover shifts, balance workload, conduct 1‑on‑1s, drive performance, career development, and staffing decisions.
Run daily service desk operations using Service Desk+ and Office Tech Slack channels; triage and assign tickets, monitor queues, manage escalations, enforce SLAs.
Own incident, problem, change, and request fulfillment processes; document and improve workflows.
Develop and maintain the knowledge base, run knowledge‑exchange sessions, and create feedback loops to surface improvement opportunities.
Track and report service performance metrics (SLA attainment, backlog, ticket quality, trends); build KPI dashboards from Service Desk+ data.
Partner with Office Tech, People Practices, Security, Facilities, and vendors to resolve recurring issues, close gaps, and raise employee productivity.
Qualifications   5+ years of customer, employee, or technical support in a service‑focused environment.
5+ years in IT support, workplace technology, or service desk operations covering devices, access, applications, and collaboration tools.
2+ years of leadership experience, coaching, performance management, and development of a technical support team.
2+ years managing ticket queues, SLAs, escalations, reporting, and service quality via Service Desk+ or a comparable ITSM platform.
5+ years practical understanding of incident, problem, change management, request fulfillment, onboarding/offboarding, knowledge management, endpoint support, and identity/access workflows.
Experience presenting service updates, risks, and trends to internal stakeholders or business leaders.

Desirable Experience   Comfort using AI tools such as Claude to improve service reporting, knowledge base, workflow documentation, or support operations.
Experience supporting hybrid teams across office and remote environments (Mac, Windows, Jamf, Google Workspace, Microsoft Entra , or comparable platforms).
ITIL‑aligned service management experience, certification, or equivalent judgment.
Track record improving knowledge base content, workflow automation, self‑service support, employee‑facing technology spaces, or support experience metrics.
Experience in high‑touch service settings (technical retail, hospitality, customer success) where clear communication and calm issue resolution were essential.
Additional Information  The base salary range for this position is CAD $75,000–$85,000, determined by location, skill set, education, and experience.
Commitment to Inclusion  Klick encourages members of historically underrepresented communities—including Black people, Indigenous peoples, people with disabilities, people from gender and sexually diverse communities, and people with intersectional identities—to apply. We are committed to a barrier‑free recruitment process and safe work environment.
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