ob Title: Service Desk Manager Department: Technology / IT Location: Greater Vancouver Area, BC, Canada (Hybrid/Remote options as applicable) Employment Type: Full-time, Permanent (40 hours/week) Reporting To: Head of Technical Service and Operations Direct Reports: 2x Service Desk Team Leads Team Purpose The Technology team delivers the IT services required to support ongoing operations and business growth.

The department equips distributed frontline staff and corporate personnel with the tools and infrastructure necessary to deliver seamless service to end customers.

Role Purpose The Service Desk Manager leads daily Service Desk operations, providing strategic direction and oversight to ensure incidents, service requests, and major issues are resolved in alignment with agreed service levels.

Serving as the primary escalation point, this role collaborates with technical infrastructure, applications, cybersecurity, and vendor partners to resolve complex operational issues.

The position proactively monitors performance metrics, analyzes operational trends, manages risk, and implements process, tooling, and knowledge management enhancements.

Key Responsibilities Lead Service Desk operations to ensure high-quality, user-centric IT support and consistent SLA compliance.

Serve as the primary escalation lead for major incidents and service disruptions.

Own and refine Incident, Request, Problem, Knowledge, and Major Incident Management processes following ITIL best practices.

Track, analyze, and report on operational KPIs, service metrics, and end-user satisfaction.

Coach and develop Service Desk Team Leads and Analysts to foster a high-performing, service-oriented culture.

Drive operational efficiency through resource planning, workflow automation, and process optimization.

Maintain strong working relationships with internal business stakeholders and third-party vendors.

Support service transition activities and continuous service delivery improvements.

Essential Requirements 7+ years of experience in IT Service Desk, End User Support, or IT Operations leadership. 5+ years of direct people leadership experience managing technical support teams.

Strong expertise in IT Service Management (ITSM) principles and operational metrics.

Proven track record of managing SLAs, KPIs, and service delivery standards.

Demonstrated experience leading continuous service improvement initiatives.

Strong stakeholder management, communication, and problem-solving abilities.

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Desirable Requirements Practical knowledge of ITIL frameworks and best practices.

Experience supporting multi-site, hybrid, and cloud-based enterprise environments.

Familiarity with Microsoft 365, Azure, endpoint management, and enterprise ITSM platforms (e.g., Service

Now, Jira Service Management).

Experience managing third-party vendor relationships and specialized operational software systems.

Advantages Team Purpose The Technology team delivers the IT services required to support ongoing operations and business growth.

The department equips distributed frontline staff and corporate personnel with the tools and infrastructure necessary to deliver seamless service to end customers.

Role Purpose The Service Desk Manager leads daily Service Desk operations, providing strategic direction and oversight to ensure incidents, service requests, and major issues are resolved in alignment with agreed service levels.

Serving as the primary escalation point, this role collaborates with technical infrastructure, applications, cybersecurity, and vendor partners to resolve complex operational issues.

The position proactively monitors performance metrics, analyzes operational trends, manages risk, and implements process, tooling, and knowledge management enhancements.

Responsibilities Key Responsibilities Lead Service Desk operations to ensure high-quality, user-centric IT support and consistent SLA compliance.

Serve as the primary escalation lead for major incidents and service disruptions.

Own and refine Incident, Request, Problem, Knowledge, and Major Incident Management processes following ITIL best practices.

Track, analyze, and report on operational KPIs, service metrics, and end-user satisfaction.

Coach and develop Service Desk Team Leads and Analysts to foster a high-performing, service-oriented culture.

Drive operational efficiency through resource planning, workflow automation, and process optimization.

Maintain strong working relationships with internal business stakeholders and third-party vendors.

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