Manager, Service Desk

Job summary

Lead and optimize end-user support operations to ensure high-quality IT service delivery and adherence to SLAs. Manage a team of support analysts while driving continuous improvement through automation and strategic roadmaps.

Job details

Department: Enterprise Information Technology Location: Canada - Resident (0001) Compensation: CA$103,233 - CA$139,668 / year Description This is a hybrid position with the expectation of working from our Toronto office at least three days per week. Vena is seeking an experienced and strategic Manager of Service Desk to lead and optimize end-user support operations, ensuring the delivery of high-quality IT services across the organization. This role requires a strong understanding of service management frameworks, support technologies, and team leadership, combined with the ability to drive efficiency and continuous improvement in service delivery. The ideal candidate will oversee daily service desk operations, manage and mentor a team of support analysts, and act as a key point of contact for incident and request management. They will collaborate closely with IT teams and business stakeholders to ensure timely issue resolution, maintain service level agreements, and enhance the overall user experience through effective communication and process improvements. Key Responsibilities Run day-to-day service desk operations to meet SLAs and deliver a strong end-user experience. Manage ticket queues and priorities; lead escalations/major incidents with timely stakeholder communication. Hire, coach, and develop a high-performing, customer-focused support team. Set and execute the service desk strategy and roadmap aligned to business needs. Improve speed and quality through automation, self-service, and modern support capabilities. Own service KPIs and reporting (e.g., response/resolution, CSAT) to guide decisions and improvements. Drive continuous improvement across service quality, efficiency, and user experience. Build and maintain knowledge content to improve first-contact resolution and self-service adoption. Partner across infrastructure, application, security, and business teams to align support and accelerate resolution. Govern ITIL processes (incident/problem/request) and optimize ITSM tools for scale and insight. Manage Physical office in Toronto and London UK. Skills, Knowledge And Expertise 5+ years in IT support/service desk leadership, building and leading high-performing teams. Strong ITSM/ITIL knowledge across incident, problem, and request management. Proven ability to scale service desk operations in a fast-paced enterprise environment. Hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management) and support tooling. Strong stakeholder management, communication, and customer service orientation. Data-driven and strategic mindset; able to use KPIs to drive decisions and continuous improvement. Experience managing escalations and major incidents to meet SLA targets. Ability to partner across infrastructure, security, and application teams to improve service delivery. Interest in AI and willingness to explore AI-driven solutions to enhance performance and drive efficiencies Preferred Qualifications (Optional) Experience supporting digital transformation initiatives or transitioning to modern workplace technologies (e.g., cloud services, SaaS platforms). Familiarity with change management frameworks and continuous improvement methodologies Experience implementing knowledge management and self-service portals to enhance user experience. Base salary range 103,233 - 139,668 CAD Our salaries are tailored to roles, levels and locations. Your individual pay within this range is influenced by factors like work location, skills, experience and education. As you progress in your role, your compensation may adapt, offering flexibility for growth beyond initial levels. For specifics, your recruiter will provide details and address any questions during the hiring process.

What you’ll do

Lead and optimize end-user support operations to ensure high-quality IT service delivery and adherence to SLAs. Manage a team of support analysts while driving continuous improvement through automation and strategic roadmaps.

Requirements

Requires over 5 years of IT support leadership experience with strong knowledge of ITSM/ITIL frameworks. Candidates must be proficient in ITSM platforms and possess a data-driven mindset to manage escalations and scale operations.

Listed skills

• Incident Management · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Service Desk Leadership
• ITSM
• ITIL
• Incident Management
• Problem Management
• Request Management
• Service Level Agreements (SLA)
• Stakeholder Management
• Team Mentoring
• KPI Reporting
• ServiceNow
• Jira Service Management
• Automation
• Knowledge Management
• Customer Service Orientation
• Major Incident Management

Job areas

• Technology
• Management & Leadership
• Customer Service & Support
• Software