Service Desk Manager

Meyer is seeking a highly customer-focused and strategic Service Desk Manager
. In this role, you will lead a dedicated team of 5, encompassing service desk personnel and System Administrators, driving high-quality IT service delivery and an exceptional end‑user experience across retail, cultivation, office, HQ, and manufacturing environments.

Acting as a strategic partner to the cross‑functional team, this position bridges technical data systems, cybersecurity, network infrastructure, and business needs. You will not only oversee physical infrastructure, enterprise networks, and day‑to‑day ticketing operations, but you will also drive continuous optimisation through AI‑automated tools, ensuring accurate, timely, and actionable reporting to support operational and strategic decision‑making.

Team Leadership & Service Desk Operations

• Lead, manage, coach, and mentor a team of 5 consisting of service desk personnel and System Administrators to ensure the timely, effective resolution of support requests and the continuous development of their technical and customer service skills.
• Oversee day‑to‑day ticketing operations (Fresh service or similar), including prioritisation, escalation, and workflow management.
• Act as the primary escalation point for critical issues, ensuring clear and timely communication during outages and major incidents.

Infrastructure, Network, & Manufacturing Support

• Oversee IT service delivery and support for all physical infrastructure buildings, ensuring uptime and operational continuity across retail, cultivation, office, HQ, and manufacturing facilities.
• Manage and provide tier‑level support for network infrastructure, including Cisco, Palo Alto, Fortigate, and enterprise wireless networks.

Cybersecurity & Endpoint Management

• Own and manage the enterprise Secrets Manager, ensuring strict adherence to cybersecurity best practices and internal compliance controls.
• Administer, manage, and support corporate endpoint management and security platforms, specifically Microsoft InTune, Iru/Kandji, and Crowdstrike.
• Drive vendor and contract management initiatives, including leading negotiations, renewals, and software/hardware lifecycle management.
• Hold external vendors, integration partners, and service providers accountable to established SLAs, ensuring performance meets or exceeds business expectations.
• Evaluate, champion, and implement AI‑driven automated tools within the Service Desk environment to improve workflows, enhance ticket deflection, and optimise the end‑user experience.
• Evaluate business processes and recommend IT/Service enhancements aligned with best practices.

System Support & Cross‑Functional Partnership

• Collaborate closely with business stakeholders, developers, and the ERP team to support users on enterprise platforms, including Net Suite ERP and Net Suite Analytics Warehouse (NSAW).
• Translate business requirements into system enhancements, self‑service IT capabilities, and reporting solutions.

Data Governance, Reporting, & Analytics

• Define, track, and report on SLAs and KPIs to continuously improve service performance and efficiency.
• Establish IT reporting standards, KPI definitions, and data governance practices.
• Deliver executive dashboards highlighting service desk metrics and end‑user satisfaction.
• Ensure data accuracy, security, and compliance with audit and SOX requirements.

• Education: Bachelor’s degree in Information Systems, Computer Science, Business, or a related field.
• Experience: 4+ years of experience in IT Service Management, including at least 2+ years in a direct leadership or managerial role.
• Frameworks: Strong working knowledge of ITIL frameworks (ITIL certification is highly preferred) and ITIL‑based processes for incident, problem, and change management.
• ITSM & Endpoint Stack: Hands‑on experience overseeing ITSM platforms (Fresh service or similar), and managing endpoints/security using Microsoft InTune, Iru, and Crowdstrike.
• Networking & Security: Practical experience supporting network infrastructure (Cisco, Palo Alto, Fortigate, Wireless) and a strong understanding of cybersecurity best practices, including owning/managing a Secrets…