IT Service Desk Manager

Job Outline

Reporting to the Senior Manager of the Service Desk & Processes, the Service Desk Manager’s role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance in accordance with customer contracts. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents and Service Requests, including the monitoring, tracking and coordination of Service Desk functions.

The Service Desk Manager is also responsible for planning, designing, and analyzing the organization’s service desk according to best practices, tracking and meeting performance metrics (KPIs), and ensuring high levels of customer service quality and availability.

This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and timely resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

IT Service Desk Manager Job Responsibilities:


  • Manages the processing of incidents reported to the Service Desk via all channels to ensure courteous, timely and effective resolution of end user issues.

  • Identify, set, and communicate incident priorities, and manage individual escalations and policies, both internally and externally.

  • Mentor, guide, and lead service desk staff, and oversees the development, implementation, and administration of all desk operations, training, policies, and procedures.

  • Contributes to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

  • Tracks and analyzes trends in Service Desk requests to generates periodic statistical reports and assesses needs to recommend any system or process changes.

  • Assists with the development and communication of customer documentations (e.g., user guides and FAQs).

  • Stay up to date with best practices for service desk management policies and procedures.

Additional Responsibilities

  • Communicates strategy, design, transition, operations, and improvements for the Service Desk to staff and management.

  • Negotiates goals, improvements, budget and staffing within the Service Desk with senior management on a periodic basis.

  • Assists with the preparation of budget proposals and operational expenditure statements.

  • Assists with or leads the development, maintenance and delivery of customer or process documentation, policies, or procedures.

  • Staffs and assigns Service Desk roles and responsibilities in consultation with senior IT management.

  • Represents the business context of the Service Desk and the business needs supported by the services provided.

  • Attends Change Advisory Board (CAB) meetings.

  • Maintains awareness of all projects being considered or underway and expected service outcomes of those projects including potential impact on the Service Desk.

  • Plans and conducts performance appraisals of Service Desk staff, administers disciplinary action, raises, bonuses and promotions when necessary.

  • Collaborates with other staff as required to ensure seamless execution of customer support processes, including Delivery and Customer Success.

  • Assists or leads service desk operational audits, risk assessments, and IT gap analysis, and supports workflow initiatives to improve customer experience, efficiencies, and quality.

  • Liaises with vendors for the procurement of new systems technologies; oversees installation and resolves adaptation issues.

  • Conducts research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts.

  • Solid relationship management and performance management skills, and the ability to motivate and direct staff members and subordinates

  • Other duties as assigned.

Measurements and KPIs

  • Maintain or exceed customer satisfaction scores.

  • Achieve required alignment with Balanced Scorecard metrics.

  • Meet or exceed overall customer SLAs.

  • Maintain reasonable rates and standards for (unplanned) overtime.

Qualifications & Skills:

  • Undergraduate degree or college diploma in IT related fields

  • 3+ years leadership/supervisory experience

  • 5+ Years IT support experience required

  • Exceptional technical acumen and troubleshooting skills, across a wide network, desktop, server, OS, application, vendor, and technical landscape operating systems

  • Superior analytical and critical thinking skills, yet hands-on when situationally required

  • Familiarity with ITIL practices for IT service management (ITIL Foundation, ITIL Expert or ITIL Operational Support and Analysis); certification preferred

  • Demonstrated initiative, and a strong attention to detail with the ability to effectively prioritize and execute tasks in a high-pressure environment

  • Good written, oral, and interpersonal communication skills, with exceptional interpersonal skills, and a focus on listening and questioning skills

  • Self-starter who works well with people at all levels of the organization

  • Ability to learn on the fly in a fast paced, dynamic environment

  • Experience in infrastructure architecture, data centers, servers, networks, and applications

  • Experience in Windows Server technologies, Active Directory, DNS, DHCP and Group Policies, VMWare Support

  • Working knowledge of a range of diagnostic utilities

  • Demonstrated experience with emerging technology, such as cloud computing, desktop virtualization and unified communications

  • Proven track record of developing and measuring service targets and Service Desk deliverables

  • Demonstrated progressive experience in the management of a technical support team

  • Ability to conduct research into issues and products as required

  • Ability to present ideas in business-friendly and user-friendly language

  • Team-oriented and skilled in working within a collaborative environment

    We are supportive of workforce diversity and encourage internal/external applications from all qualified individuals. We thank all candidates for their interest, however, only those selected for an interview will be contacted.

    To express interest in this opportunity, please click on the "Apply Now" button below.


Halifax, NS

Position Type

Full Time

Date Posted: March 23, 2022