Manager, Service Desk - ITS
Top Benefits
About the role
Fredericton, NB
Information Technology
Experienced
Full-time
$71,576 - $97,550 / year
Competition Number: #129-25.26
Benefits:
Health Insurance
Dental Insurance
Paid Time Off
Pension plan
Life Insurance
Disability Insurance
Employee Assistance Program
Tuition Aid
Wellness Programs
Closing Date: January 16, 2026 at 4:00 PM
INFORMATION TECHNOLOGY SERVICES
Information Technology Services (ITS) provides UNB with professional information and communication technology services, leadership, and expertise to ensure to ensure the UNB community can achieve its goals with the support of the best technologies of today and advances of tomorrow.
WHAT WE OFFER
Full-time | Continuing | Fredericton | Hybrid
UNB is committed to ensuring employees can maintain a healthy work-life balance. As such, we are proud to support a hybrid work approach, which includes flexible hours and work-from-home options.
Standard Work Hours: Mon - Fri | 8:15 am - 4:30 pm | 36.25 hours per week
Additional Working Conditions:
Flexibility in working hours including participation in occasional scheduled on-call after hours support and time shifting and overtime
Available for after-hours emergency incident management.
Regular travel between UNB campuses
Salary Range: $71,576 - $97,550 per annum
YOUR FOCUS
Reporting to the Director of IT Services, the Service Desk Manager will play an essential role in sustaining the operational effectiveness of ITS by setting targets, monitoring service delivery metrics, and iterative improvement of service desk operations to ensure the delivery of high-quality, reliable, and accessible IT services. This position oversees the IT Service Desk, which is the primary contact point for all IT-related inquiries and issues, ensuring user needs are met promptly and efficiently.
Manage service operations by ensuring adherence to procedures and standards, assigning tasks by priority, escalating documentation gaps, and resolving or escalating scheduling conflicts.
Manage service requests by adhering to service level agreements through accurate logging, prioritization, and resolution; maintaining timely communication; and identifying recurring issues for mitigation or self-service solutions.
Manage incidents and problems by taking ownership of all incidents within scope, coordinating emergency and multi-staff issues, ensuring accurate classification and resolution, and verifying satisfaction before closure.
Develop a high-performing operational team by managing attendance, performance, and development; creating schedules; assigning work based on capacity and skills; leading hiring efforts; reducing single points of reliance; and implementing team-building activities.
Manage knowledge by maintaining internal and external knowledgebases: ensure articles are current, audience-appropriate, identify gaps, and assign creation of new content.
Monitor services using defined metrics and schedules: coordinate monitoring activities, retain logs, report performance and capacity data, and collaborate with architects on analysis and iterative improvements.
Contribute to team success by demonstrating professionalism, initiative, and collaboration; sharing ideas; participating in departmental and university activities; and positively representing ITS.
Participate in projects as an effective team member and deliver independent projects on time and to standard.
WHAT YOU BRING
Bachelor's degree in computer science with a focus on Information Technology, or Business with an Information Technology focus
8 years progressive experience managing people with 5 years in technology and/or IT service management
Additional Strengths
Strong knowledge of general management principles and fundamentals, service delivery and standards
High-level understanding of technical areas within scope of accountability
Well-developed communications skills
Able to work independently or as part of a team
Proven ability to build successful teams and manage organizational transitions effectively.
Current Information Technology Infrastructure Library (ITIL) Foundation certification
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A little bit about us
University of New Brunswick
The University of New Brunswick employs more than 3,200 full- and part-time staff, including faculty, support staff and students. UNB values people and we have proudly been named as one of Canada's Top 100 Employers for 2025 and one of Atlantic Canada's Top Employers for 2024.
UNB is situated on the unceded territory of the Wolastoqiyik and Mi'kmaq peoples along the banks of the beautiful and bountiful Wolastoq river, a region recognized worldwide for its natural beauty. UNB is a comprehensive university with a long history of excellence in teaching and research.
Are you interested?
Work With Us
WHY CHOOSE UNB?
UNB offers a large variety of benefits for employees, including a full pension, a minimum of three weeks of vacation annually, the Employee and Family Assistance Program (EFAP), and dental, life, and health insurance.
ADMINISTRATIVE, PROFESSIONAL AND TECHNICAL GROUP (APT)
This position is part of the non-union Administrative, Professional and Technical (APT) group.
COMMITMENT TO EQUITY, DIVERSITY & INCLUSION
The University of New Brunswick is committed to employment equity and fostering diversity within our community and developing an inclusive workplace that reflects the richness of the broader community that we serve. The University welcomes and encourages applications from all qualified individuals who will help us achieve our goals, including women, visible minorities, Aboriginal persons, persons with disabilities, persons of any sexual orientation, gender identity or gender expression. Preference will be given to Canadian citizens and permanent residents of Canada.
We thank all who apply; however, only those selected for an interview will be contacted.
About University of New Brunswick
The Canadian Institute for Cybersecurity is a comprehensive multidisciplinary training, research and development, and entrepreneurial unit that draws on the expertise of researchers in the social sciences, business, computer science, engineering, law and science.
Manager, Service Desk - ITS
Top Benefits
About the role
Fredericton, NB
Information Technology
Experienced
Full-time
$71,576 - $97,550 / year
Competition Number: #129-25.26
Benefits:
Health Insurance
Dental Insurance
Paid Time Off
Pension plan
Life Insurance
Disability Insurance
Employee Assistance Program
Tuition Aid
Wellness Programs
Closing Date: January 16, 2026 at 4:00 PM
INFORMATION TECHNOLOGY SERVICES
Information Technology Services (ITS) provides UNB with professional information and communication technology services, leadership, and expertise to ensure to ensure the UNB community can achieve its goals with the support of the best technologies of today and advances of tomorrow.
WHAT WE OFFER
Full-time | Continuing | Fredericton | Hybrid
UNB is committed to ensuring employees can maintain a healthy work-life balance. As such, we are proud to support a hybrid work approach, which includes flexible hours and work-from-home options.
Standard Work Hours: Mon - Fri | 8:15 am - 4:30 pm | 36.25 hours per week
Additional Working Conditions:
Flexibility in working hours including participation in occasional scheduled on-call after hours support and time shifting and overtime
Available for after-hours emergency incident management.
Regular travel between UNB campuses
Salary Range: $71,576 - $97,550 per annum
YOUR FOCUS
Reporting to the Director of IT Services, the Service Desk Manager will play an essential role in sustaining the operational effectiveness of ITS by setting targets, monitoring service delivery metrics, and iterative improvement of service desk operations to ensure the delivery of high-quality, reliable, and accessible IT services. This position oversees the IT Service Desk, which is the primary contact point for all IT-related inquiries and issues, ensuring user needs are met promptly and efficiently.
Manage service operations by ensuring adherence to procedures and standards, assigning tasks by priority, escalating documentation gaps, and resolving or escalating scheduling conflicts.
Manage service requests by adhering to service level agreements through accurate logging, prioritization, and resolution; maintaining timely communication; and identifying recurring issues for mitigation or self-service solutions.
Manage incidents and problems by taking ownership of all incidents within scope, coordinating emergency and multi-staff issues, ensuring accurate classification and resolution, and verifying satisfaction before closure.
Develop a high-performing operational team by managing attendance, performance, and development; creating schedules; assigning work based on capacity and skills; leading hiring efforts; reducing single points of reliance; and implementing team-building activities.
Manage knowledge by maintaining internal and external knowledgebases: ensure articles are current, audience-appropriate, identify gaps, and assign creation of new content.
Monitor services using defined metrics and schedules: coordinate monitoring activities, retain logs, report performance and capacity data, and collaborate with architects on analysis and iterative improvements.
Contribute to team success by demonstrating professionalism, initiative, and collaboration; sharing ideas; participating in departmental and university activities; and positively representing ITS.
Participate in projects as an effective team member and deliver independent projects on time and to standard.
WHAT YOU BRING
Bachelor's degree in computer science with a focus on Information Technology, or Business with an Information Technology focus
8 years progressive experience managing people with 5 years in technology and/or IT service management
Additional Strengths
Strong knowledge of general management principles and fundamentals, service delivery and standards
High-level understanding of technical areas within scope of accountability
Well-developed communications skills
Able to work independently or as part of a team
Proven ability to build successful teams and manage organizational transitions effectively.
Current Information Technology Infrastructure Library (ITIL) Foundation certification
Share
Look for yourself
Photo Gallery
A little bit about us
University of New Brunswick
The University of New Brunswick employs more than 3,200 full- and part-time staff, including faculty, support staff and students. UNB values people and we have proudly been named as one of Canada's Top 100 Employers for 2025 and one of Atlantic Canada's Top Employers for 2024.
UNB is situated on the unceded territory of the Wolastoqiyik and Mi'kmaq peoples along the banks of the beautiful and bountiful Wolastoq river, a region recognized worldwide for its natural beauty. UNB is a comprehensive university with a long history of excellence in teaching and research.
Are you interested?
Work With Us
WHY CHOOSE UNB?
UNB offers a large variety of benefits for employees, including a full pension, a minimum of three weeks of vacation annually, the Employee and Family Assistance Program (EFAP), and dental, life, and health insurance.
ADMINISTRATIVE, PROFESSIONAL AND TECHNICAL GROUP (APT)
This position is part of the non-union Administrative, Professional and Technical (APT) group.
COMMITMENT TO EQUITY, DIVERSITY & INCLUSION
The University of New Brunswick is committed to employment equity and fostering diversity within our community and developing an inclusive workplace that reflects the richness of the broader community that we serve. The University welcomes and encourages applications from all qualified individuals who will help us achieve our goals, including women, visible minorities, Aboriginal persons, persons with disabilities, persons of any sexual orientation, gender identity or gender expression. Preference will be given to Canadian citizens and permanent residents of Canada.
We thank all who apply; however, only those selected for an interview will be contacted.
About University of New Brunswick
The Canadian Institute for Cybersecurity is a comprehensive multidisciplinary training, research and development, and entrepreneurial unit that draws on the expertise of researchers in the social sciences, business, computer science, engineering, law and science.