Service Desk Manager

Position: Service Desk Manager for Vena
Take the lead at Vena as a Service Desk Manager in a hybrid role based in Toronto, Ontario. Drive high-quality IT support and optimize user experience across the organization.

In this full-time position within the Enterprise Information Technology department, you'll manage a skilled support team and enhance service desk operations through strong leadership. Your strategic mindset will enable effective incident management and the continuous improvement of service delivery processes, ensuring that user needs are met efficiently and effectively.

Key Responsibilities:

• Oversee daily service desk operations to meet SLAs

• Manage ticket queues and escalate major incidents

• Hire, coach, and develop a high-performing support team

• Execute service desk strategy aligned with business needs

• Build knowledge content for improved self-service adoption

Requirements:

• 5+ years in IT support/service desk leadership

• Strong ITSM/ITIL knowledge across management areas

• Proven ability to scale service desk operations

• Hands-on experience with ITSM platforms

• Strong stakeholder management and communication skills

Lead the service desk to enhance Vena's IT service delivery and user satisfaction.
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