Job Description – Service Desk Manager

Location: Montreal, Quebec, Canada

Employment Type: Full-Time

Experience: 8+ Years

Language Requirement: Bilingual – English & French (Mandatory)

Role Overview

We are seeking an experienced Service Desk Manager to lead and manage a 24x7 bilingual, omni-channel Service Desk operation serving as the single point of contact for end users.

The Service Desk Manager will be responsible for shift design and coverage, service desk performance, first-contact resolution, workforce planning, escalation management, and continuous improvement. The role will also drive the shift-left strategy, moving appropriate resolutions toward first-contact support and self-service.

The ideal candidate will have 8+ years of relevant Service Desk / IT Support Operations experience, including experience managing 24x7 environments and bilingual teams.

Professional fluency in both English and French is mandatory for this position.

Key Responsibilities

• 24x7 Service Desk Coverage: Design and maintain shift rosters that ensure continuous bilingual English/French support coverage.
• Service Desk Performance: Own speed of answer, abandonment rates, first-contact resolution (FCR), and other agreed service-level metrics.
• Omni-Channel Management: Manage support intake consistently across phone, email, chat, portal, walk-up, and Virtual Agent channels.
• Team Leadership: Lead Service Desk agents and shift leads, including recruitment, onboarding, retention, coaching, performance management, and professional development.
• Shift-Left Delivery: Drive resolution toward first-contact support and self-service to improve efficiency and user experience.
• Intake Discipline: Ensure every user interaction is properly logged, categorized, prioritized, and documented.
• Escalation Management: Own and coordinate escalations to remote support, field services, engineering teams, and third-party service providers.
• Capacity Planning: Forecast demand and proactively adjust staffing and coverage for seasonal peaks and changing business requirements.
• Workforce Management: Manage scheduling, rostering, shrinkage, forecasting, adherence, and staffing requirements.
• Continuous Improvement: Identify opportunities to improve Service Desk productivity, quality, customer experience, and operational efficiency.

Required Skills & Competencies

• 8+ years of relevant Service Desk / IT Support Operations experience.
• Bilingual English & French – Mandatory, with professional-level written and spoken proficiency in both languages.
• 24x7 Service Desk Operations: Proven experience managing a multilingual Service Desk operating against contractual and credit-bearing service levels.
• Workforce Management: Strong experience with shift rostering, workforce forecasting, shrinkage modelling, capacity planning, and schedule adherence.
• People Leadership: Demonstrated ability to lead, motivate, develop, and retain Service Desk agents and team leads.
• Contact Centre / Telephony Platforms: Experience with contact-centre routing, queues, call distribution, and performance/reporting configurations.
• Service-Level Management: Strong understanding of SLA/KPI management, including answer speed, abandonment, FCR, quality, and productivity metrics.
• Performance Coaching: Ability to coach team members using quality, productivity, customer experience, and operational performance measures.
• Data & Reporting: Ability to analyze contact volumes, ticket trends, service metrics, and workforce data to make informed staffing and training decisions.
• Escalation Management: Experience coordinating complex escalations across multiple technical support teams and third-party providers.
• Strong communication, leadership, analytical, problem-solving, and stakeholder-management skills.
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