Service Desk Manager
Top Benefits
About the role
Job Description:
GreyOwl is hiring a Service Manager to lead day-to-day service delivery across our managed clients. You’ll own service performance (SLAs, CSAT, ticket quality, and throughput), coach and develop our service team, and continuously improve how we deliver support. You’ll work closely with clients, internal technical teams, and leadership—and you’ll be a key driver of operational maturity.
You’ll be accountable for ensuring tickets, escalations, and reporting are handled with consistency and urgency.
Perks & Benefits:
- Competitive pay & a Comprehensive Benefits Package.
- Benefits include company-paid extended health care, dental care, vision care, life insurance, critical illness, and critical life insurance.
- Annual Education Allowance
- Generous Referral Program
- Fun & collaborative company culture with lots of team building events
- Local discounts to restaurants, clothing stores, personal training, and more
- Free access to a fully equipped gym
- Friends and Family rates for hospitality brands.
What You Will Do:
- Own service delivery and outcomes across the MSP practice (SLA attainment, response/resolution times, ticket hygiene, client satisfaction).
- Lead and coach the service team (Service Desk / Field as applicable): hiring support, onboarding, training, performance management, and career development.
- Run daily/weekly service rhythms: triage, dispatch, escalation management, service reviews, and operational reporting.
- Improve processes and standards: build and refine SOPs, ITIL-aligned practices, knowledge management, and quality assurance.
- Manage escalations and communications: ensure clients are informed, expectations are set, and issues are driven to resolution.
- Own the toolset and workflow: queue design, priorities, SLAs, automations, templates, and reporting.
- Partner cross-functionally with projects, security, and infrastructure to ensure clean handoffs, strong documentation, and long-term fixes.
- Track and report KPIs: trends, root causes, capacity planning, and continuous improvement recommendations.
What You Bring:
- 5+ years in IT support / managed services, with 2+ years in a service leadership role (Service Manager, Service Desk Manager, Operations Lead, etc.).
- Strong working knowledge of MSP service delivery: SLAs, escalations, ticket lifecycle, and client communication.
- Experience with PSA platforms and operational reporting.
- Excellent people leadership: coaching, accountability, and building a high-trust team culture.
- Practical process mindset: you can implement structure without slowing the team down.
- Calm, clear communicator who can handle escalations and drive alignment.
About GreyOwl
GreyOwl delivers technology solutions focused on improving business efficiency and productivity. As an IT Managed Services Provider (MSP), we help clients run reliable, secure, and well-supported environments—backed by a service operation that values clear communication, strong process, and great customer outcomes.
Salary Range:
$105,000 - $110,000 CAD Annually based on experience
About The Company:
Onni
For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North America, with offices in Vancouver, Toronto, Los Angeles, Seattle, Phoenix, and Chicago.
How To Apply:
Please apply through the link on the job posting and attach your resume and any other required documents.
We thank all applicants for your interest in the Onni Group. Note that only those applicants under consideration will be contacted.
About Onni Group
For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North American cities such as Los Angeles, Seattle, Chicago, Phoenix, Toronto, and Vancouver.\We've constructed over 12,000 new homes, own and manage more than 6,200 rental apartments, built more than 9.5 million square feet of office, retail, and industrial space, and have an additional 24 million square feet of space in different phases of development. Employing thousands of people across North America, Onni is one of the continents largest and most established developers of real estate.\It's our more than 50-year track record of delivering award-winning, high quality developments that makes Onni a trusted brand. At Onni, we understand that our business is dependent upon our customers and the communities we serve. It is why we believe so strongly in planning for the future and giving back to those communities through long-lasting relationships that span over generations.\We believe the culmination of our passion for building world-class urban communities, quality design, innovation and sustainability, yields exceptional communities and experiences where our customers live, work, and play. It's our commitment to living well. It's a celebration of community, today and for the future.
Service Desk Manager
Top Benefits
About the role
Job Description:
GreyOwl is hiring a Service Manager to lead day-to-day service delivery across our managed clients. You’ll own service performance (SLAs, CSAT, ticket quality, and throughput), coach and develop our service team, and continuously improve how we deliver support. You’ll work closely with clients, internal technical teams, and leadership—and you’ll be a key driver of operational maturity.
You’ll be accountable for ensuring tickets, escalations, and reporting are handled with consistency and urgency.
Perks & Benefits:
- Competitive pay & a Comprehensive Benefits Package.
- Benefits include company-paid extended health care, dental care, vision care, life insurance, critical illness, and critical life insurance.
- Annual Education Allowance
- Generous Referral Program
- Fun & collaborative company culture with lots of team building events
- Local discounts to restaurants, clothing stores, personal training, and more
- Free access to a fully equipped gym
- Friends and Family rates for hospitality brands.
What You Will Do:
- Own service delivery and outcomes across the MSP practice (SLA attainment, response/resolution times, ticket hygiene, client satisfaction).
- Lead and coach the service team (Service Desk / Field as applicable): hiring support, onboarding, training, performance management, and career development.
- Run daily/weekly service rhythms: triage, dispatch, escalation management, service reviews, and operational reporting.
- Improve processes and standards: build and refine SOPs, ITIL-aligned practices, knowledge management, and quality assurance.
- Manage escalations and communications: ensure clients are informed, expectations are set, and issues are driven to resolution.
- Own the toolset and workflow: queue design, priorities, SLAs, automations, templates, and reporting.
- Partner cross-functionally with projects, security, and infrastructure to ensure clean handoffs, strong documentation, and long-term fixes.
- Track and report KPIs: trends, root causes, capacity planning, and continuous improvement recommendations.
What You Bring:
- 5+ years in IT support / managed services, with 2+ years in a service leadership role (Service Manager, Service Desk Manager, Operations Lead, etc.).
- Strong working knowledge of MSP service delivery: SLAs, escalations, ticket lifecycle, and client communication.
- Experience with PSA platforms and operational reporting.
- Excellent people leadership: coaching, accountability, and building a high-trust team culture.
- Practical process mindset: you can implement structure without slowing the team down.
- Calm, clear communicator who can handle escalations and drive alignment.
About GreyOwl
GreyOwl delivers technology solutions focused on improving business efficiency and productivity. As an IT Managed Services Provider (MSP), we help clients run reliable, secure, and well-supported environments—backed by a service operation that values clear communication, strong process, and great customer outcomes.
Salary Range:
$105,000 - $110,000 CAD Annually based on experience
About The Company:
Onni
For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North America, with offices in Vancouver, Toronto, Los Angeles, Seattle, Phoenix, and Chicago.
How To Apply:
Please apply through the link on the job posting and attach your resume and any other required documents.
We thank all applicants for your interest in the Onni Group. Note that only those applicants under consideration will be contacted.
About Onni Group
For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North American cities such as Los Angeles, Seattle, Chicago, Phoenix, Toronto, and Vancouver.\We've constructed over 12,000 new homes, own and manage more than 6,200 rental apartments, built more than 9.5 million square feet of office, retail, and industrial space, and have an additional 24 million square feet of space in different phases of development. Employing thousands of people across North America, Onni is one of the continents largest and most established developers of real estate.\It's our more than 50-year track record of delivering award-winning, high quality developments that makes Onni a trusted brand. At Onni, we understand that our business is dependent upon our customers and the communities we serve. It is why we believe so strongly in planning for the future and giving back to those communities through long-lasting relationships that span over generations.\We believe the culmination of our passion for building world-class urban communities, quality design, innovation and sustainability, yields exceptional communities and experiences where our customers live, work, and play. It's our commitment to living well. It's a celebration of community, today and for the future.