Service Desk Manager

Are you a service desk leader who builds capable, client-focused technicians through structured coaching and development?
We’re hiring a Service Desk Manager to join an established managed IT services provider supporting businesses across many industries. The role owns the performance and development of the Tier 1 and Tier 2 service desk, ensuring client issues across multiple environments are resolved with professionalism and empathy. This is a people leadership role for someone who moves comfortably between coaching, structured performance development, client relationship recovery, and service desk process improvement.

• A people leader whose first priority is coaching and developing technicians, with the discipline to protect that time from a crowded meeting calendar
• A motivator who builds confidence in technicians who are still learning to support many different client environments
• Someone who sees rapport, empathy and client confidence as the true measure of a service interaction, not only the resolution
• A calm, respectful point of escalation who handles difficult client conversations with care

• Location:
  
  Windsor, ON (On-site)
• Vacancy Type:
  This role reflects an existing vacancy
• On-Call:
  Participation in the management on-call rotation, including occasional after-hours and weekend escalations

• Lead and develop service desk technicians through monthly one-on-ones, development plans and call reviews
• Manage multi-shift scheduling for 24/7 coverage, including holiday planning and the alerting rotation in tools such as Signl4
• Hire and onboard new technicians, including ramp plans, shadowing and certification paths
• Act as the escalation point for client experience issues, including direct client calls and service recovery
• Oversee the Priority 1 incident process, from prompt action and stakeholder communication through to post-mortems and problem tickets
• Supervise the Dispatch Coordinator, who manages queue health, aging tickets and SLA adherence
• Lead the daily Operations stand-up as a member of the Operations Leadership Team, setting the day’s priorities
• Represent the service desk at the Change Advisory Board and in process improvement and automation reviews
• Build and maintain KPI dashboards in Bright Gauge, tracking call statistics and client satisfaction trends for senior management

• 5+ years of experience leading a service desk or technical support team, ideally within an MSP or 24/7 service environment
• A proven record of hiring, coaching, performance management and scheduling across a multi-shift team
• Experience leading client escalation and service recovery calls
• Experience owning a P1 or major incident process, including post-incident reviews and problem management
• Working knowledge of PSA/ITSM tooling such as Connect Wise, ticketing workflows and SLA management
• Experience building KPI reporting in Bright Gauge or a similar tool for senior stakeholders
• Comfortable representing the service desk in governance forums such as a Change Advisory Board
• Clear, professional written and verbal communication with clients, technicians and senior leadership

• Coaching at the Core: Direct reports are kept to the service desk team so that developing technicians remains the priority of the role
• A Voice in How the Desk Runs: SLAs and metrics are established, and leadership actively welcomes a fresh perspective on what could work better
• Client Experience as the Differentiator: The company competes on how clients feel about every interaction, so the standard you set for the desk shapes its reputation
• Direct Line to Leadership: The role reports to the VP of Operations and sits on the Operations Leadership Team

• Base Salary: $85,000 – $95,000
• Paid Time Off: Competitive vacation and personal days to maintain a healthy work-life balance
• Health Benefits: Comprehensive group health benefits to support your overall well-being
• RRSP Matching: Employer contributions to a group RRSP program, supporting your long-term financial security
• Professional Development: Ongoing training, certification support and professional development

We’re proud to support diversity and inclusion. Need accommodation during the hiring process? Just let us know — we’re here to support you!

STACK IT uses AI-enhanced tools to support initial candidate screening and interview note analysis. All assessments and hiring decisions remain human-led.