#####Job Summary

Northern Computer is seeking an experienced IT Service Delivery Manager to lead our Help Desk team within a Managed Services environment. This role focuses on people leadership, service quality, and operational consistency rather than deep technical delivery. The IT Service Delivery Manager is responsible for leading technicians, managing service desk operations, and ensuring consistent, dependable service delivery for clients. This is anon-site leadership role based in Edmonton.

#####Key Responsibilities:

######Leadership and Team Development

• Lead, coach, and develop a team of Help Desk technicians
• Set and enforce expectations for service quality, communication, and professionalism
• Conduct regular team huddles, one-on-one meetings, and performance discussions
• Identify skills gaps and support technical and career development
• Participate in hiring, onboarding, mentoring, and succession planning
• Foster accountability, collaboration, and continuous improvement

#####Service Delivery and Operations

• Manage daily service desk operations including ticket flow, prioritization, aging, and SLA performance
• Ensure tickets are triaged appropriately with consideration of client business impact
• Lead weekly service desk performance reviews and implement improvements
• Coordinate technician schedules, coverage, and on-call support
• Maintain service consistency during changing workloads and client needs

#####Incident and Escalation Management

• Act as the escalation point for major incidents and complex service issues
• Coordinate internal teams and vendors to resolve issues efficiently
• Communicate clearly with clients during service incidents
• Lead post-incident reviews focused on prevention and process improvement

#####Continuous Improvement

• Improve service desk processes, documentation, and workflows
• Review ticket quality and client satisfaction feedback
• Adapt service delivery practices as tools, clients, and expectations evolve

#####Required Qualifications

• Minimum 3 years of experience in a Managed Service Provider environment
• Proven leadership experience managing IT or Help Desk teams
• Strong organizational and time management skills
• Ability to lead team members with varying skill levels and personalities
• Strong communication skills with both technical and non-technical audiences
• Ability to remain calm and decisive in high-pressure situations
• Working knowledge of IT systems sufficient to support escalations (L2-level understanding)

#####Preferred Qualifications

• Experience leading a Help Desk or Network Operations Center team
• Exposure to ITIL or IT Service Management practices
• Experience mentoring technicians into senior or leadership roles

#####Benefits

• Dental care
• Extended health care
• Life insurance
• Disability insurance
• RRSP matching
• Vision care
• Paid time off
• On-site parking