Top Benefits
About the role
At Gateway, we honour the lives of pets by delivering compassionate, reliable, and respectful aftercare services—helping to create better goodbyes. If you're driven by purpose and thrive in a collaborative, fast-paced environment, we’d love to meet you.
Your Impact
We’re looking for an experienced and people-focused IT Helpdesk Manager to lead and grow our Helpdesk team. Reporting to the Senior Vice President, IT, you’ll set the tone for end-user support across the organization. You’ll act as a key bridge between our team members and our IT organization ensuring strong service standards, clear communication, and meaningful improvements that enhance the employee experience.
If you're a proactive leader who excels at driving operational excellence and empowering IT teams, this is your opportunity to help shape our tech support strategy and make a meaningful impact across Gateway.
What You'll Do
- Lead, manage, and mentor the Helpdesk team to deliver exceptional technical support across the organization.
- Monitor ticket volume and key performance indicators, ensuring SLAs are met and team members are supported.
- Oversee documentation, audits, and improvements to Helpdesk processes in alignment with ITIL standards.
- Serve as the communication bridge between end-users and technical teams, promoting the Helpdesk’s value at all levels of the organization.
- Escalate and resolve software, hardware, and third-party system issues, collaborating closely with the information systems and development teams.
- Build and maintain a knowledge base to empower self-service and improve efficiency.
- Conduct regular check-ins and performance reviews, creating growth opportunities and a culture of accountability and support.
- Recruit, train, and develop Helpdesk staff, fostering a collaborative, service-oriented environment.
What You Bring
- 5+ years of IT experience, with a strong foundation in customer service.
- 2+ years of proven leadership experience in a Helpdesk or IT support function.
- Hands-on experience with Microsoft 365, IT security protocols, and hardware/software troubleshooting.
- Strong working knowledge of ServiceNow ITSM platform (admin, config, and use).
- Understanding of ITIL standards and service management best practices.
- Excellent communication and interpersonal skills—especially with non-technical stakeholders.
- Ability to prioritize, multitask, and manage competing demands in a fast-paced setting.
Why Join Gateway?
We’re more than a tech team—we’re a compassionate, purpose-driven company that supports pet families across North America. As part of Gateway, you’ll be joining a company that values innovation, service excellence, and continuous improvement.
We offer:
- Competitive salary
- Comprehensive benefits package (health, dental, vision).
- Paid time off and wellness days.
- Opportunities for growth and professional development.
- A supportive team culture where your work makes a real difference.
Diversity, Equity & Inclusion
At Gateway, we value diverse backgrounds, perspectives, and experiences. We are committed to providing accessible employment practices and fostering an inclusive culture. If you require accommodation during any stage of the recruitment process, please contact hr@gatewayservicesinc.com.
Apply today and help us create meaningful memories for pet families during some of their most tender moments.
About Gateway Services Inc.
Gateway Services is North America’s leading accredited pet aftercare provider offering 24/7 professional grief support, memorial keepsakes, pet burial, and fully trackable pet cremation. With 150+ locations, 2,000 team members and servicing over 17,000 veterinary clinics across North America, Gateway has built a solid reputation for providing compassionate and respectful aftercare for pets and the people who love them.
Built on the foundation of Gateway Pet Memorial Services, Canada’s first accredited pet aftercare provider, Gateway Services Inc. continues to carry the legacy of ethical pet cremation across North America.
As a team of talented people with a shared vision for upholding the highest pet aftercare standards in the industry, we believe that the same principles that guided the path of Gateway Pet Memorial – respect, honesty, trust, and integrity – hold true for today.
From our leading-edge technology and extensive line of products to our streamlined processes and modern facilities, we have established the benchmark for the highest level of pet aftercare across our group of companies.
With a solid reputation for helping veterinary partners give their clients the best pet aftercare services possible, we are always mindful of our special responsibility to provide a dignified and respectful memorial choice for every pet.
OUR VISION As the cornerstone for pet aftercare, we will continue to build our family of companies and create meaningful partnerships in order to offer the best pet aftercare services across North America.
OUR VALUES • People First • Exceed Expectations • (HIT) Honesty, Integrity, Trust • Be Passionate and Caring • Continuously Improve
Gateway has proudly achieved the esteemed Great Place To Work Certification™ in both Canada and the USA, a testament to our exceptional workplace culture and employee satisfaction. Join our team and experience the rewarding environment that has earned us this prestigious recognition.
Top Benefits
About the role
At Gateway, we honour the lives of pets by delivering compassionate, reliable, and respectful aftercare services—helping to create better goodbyes. If you're driven by purpose and thrive in a collaborative, fast-paced environment, we’d love to meet you.
Your Impact
We’re looking for an experienced and people-focused IT Helpdesk Manager to lead and grow our Helpdesk team. Reporting to the Senior Vice President, IT, you’ll set the tone for end-user support across the organization. You’ll act as a key bridge between our team members and our IT organization ensuring strong service standards, clear communication, and meaningful improvements that enhance the employee experience.
If you're a proactive leader who excels at driving operational excellence and empowering IT teams, this is your opportunity to help shape our tech support strategy and make a meaningful impact across Gateway.
What You'll Do
- Lead, manage, and mentor the Helpdesk team to deliver exceptional technical support across the organization.
- Monitor ticket volume and key performance indicators, ensuring SLAs are met and team members are supported.
- Oversee documentation, audits, and improvements to Helpdesk processes in alignment with ITIL standards.
- Serve as the communication bridge between end-users and technical teams, promoting the Helpdesk’s value at all levels of the organization.
- Escalate and resolve software, hardware, and third-party system issues, collaborating closely with the information systems and development teams.
- Build and maintain a knowledge base to empower self-service and improve efficiency.
- Conduct regular check-ins and performance reviews, creating growth opportunities and a culture of accountability and support.
- Recruit, train, and develop Helpdesk staff, fostering a collaborative, service-oriented environment.
What You Bring
- 5+ years of IT experience, with a strong foundation in customer service.
- 2+ years of proven leadership experience in a Helpdesk or IT support function.
- Hands-on experience with Microsoft 365, IT security protocols, and hardware/software troubleshooting.
- Strong working knowledge of ServiceNow ITSM platform (admin, config, and use).
- Understanding of ITIL standards and service management best practices.
- Excellent communication and interpersonal skills—especially with non-technical stakeholders.
- Ability to prioritize, multitask, and manage competing demands in a fast-paced setting.
Why Join Gateway?
We’re more than a tech team—we’re a compassionate, purpose-driven company that supports pet families across North America. As part of Gateway, you’ll be joining a company that values innovation, service excellence, and continuous improvement.
We offer:
- Competitive salary
- Comprehensive benefits package (health, dental, vision).
- Paid time off and wellness days.
- Opportunities for growth and professional development.
- A supportive team culture where your work makes a real difference.
Diversity, Equity & Inclusion
At Gateway, we value diverse backgrounds, perspectives, and experiences. We are committed to providing accessible employment practices and fostering an inclusive culture. If you require accommodation during any stage of the recruitment process, please contact hr@gatewayservicesinc.com.
Apply today and help us create meaningful memories for pet families during some of their most tender moments.
About Gateway Services Inc.
Gateway Services is North America’s leading accredited pet aftercare provider offering 24/7 professional grief support, memorial keepsakes, pet burial, and fully trackable pet cremation. With 150+ locations, 2,000 team members and servicing over 17,000 veterinary clinics across North America, Gateway has built a solid reputation for providing compassionate and respectful aftercare for pets and the people who love them.
Built on the foundation of Gateway Pet Memorial Services, Canada’s first accredited pet aftercare provider, Gateway Services Inc. continues to carry the legacy of ethical pet cremation across North America.
As a team of talented people with a shared vision for upholding the highest pet aftercare standards in the industry, we believe that the same principles that guided the path of Gateway Pet Memorial – respect, honesty, trust, and integrity – hold true for today.
From our leading-edge technology and extensive line of products to our streamlined processes and modern facilities, we have established the benchmark for the highest level of pet aftercare across our group of companies.
With a solid reputation for helping veterinary partners give their clients the best pet aftercare services possible, we are always mindful of our special responsibility to provide a dignified and respectful memorial choice for every pet.
OUR VISION As the cornerstone for pet aftercare, we will continue to build our family of companies and create meaningful partnerships in order to offer the best pet aftercare services across North America.
OUR VALUES • People First • Exceed Expectations • (HIT) Honesty, Integrity, Trust • Be Passionate and Caring • Continuously Improve
Gateway has proudly achieved the esteemed Great Place To Work Certification™ in both Canada and the USA, a testament to our exceptional workplace culture and employee satisfaction. Join our team and experience the rewarding environment that has earned us this prestigious recognition.