IT Service Desk Manager, Canada

Location

Ottawa, Canada

Position Summary

We have a current vacancy for an IT Service Desk Manager, Canada to join our team in Ottawa, ON or Montréal, QC. The Service Desk Manager is accountable for the strategic and operational leadership of the IT Service Desk function across the Canadian region. This role ensures the delivery of high-quality technical support services, promotes the adoption of standardized ITSM processes, and fosters a culture of respectful collaboration, continuous improvement, and compliance. The incumbent will lead a team of support professionals and serve as a key liaison between IT and business stakeholders, while embedding Agile and Lean principles to drive efficiency and responsiveness.

Essential Functions

Leadership & People Management

• Provide direction, coaching, and performance management to Service Desk staff.
• Promote a respectful, inclusive, and high-performing team culture.
• Fa...