At a Glance
- Tasks: Lead and develop a team of service desk technicians while ensuring excellent client support.
- Company: Established managed IT services provider with a focus on client satisfaction.
- Benefits: Competitive salary, health benefits, RRSP matching, and professional development opportunities.
- Other info: Join a diverse team that values inclusion and supports your career growth.
- Why this job: Shape the future of client interactions and lead a passionate team in a dynamic environment.
- Qualifications: 5+ years in service desk leadership with strong coaching and communication skills.
The predicted salary is between 85000 - 95000 $ per year.
Are you a service desk leader who builds capable, client-focused technicians through structured coaching and development? We’re hiring a Service Desk Manager to join an established managed IT services provider supporting businesses across many industries. The role owns the performance and development of the Tier 1 and Tier 2 service desk, ensuring client issues across multiple environments are resolved with professionalism and empathy. This is a people leadership role for someone who moves comfortably between coaching, structured performance development, client relationship recovery, and service desk process improvement.
Who You Are
- A people leader whose first priority is coaching and developing technicians, with the discipline to protect that time from a crowded meeting calendar.
- A motivator who builds confidence in technicians who are still learning to support many different client environments.
- Someone who sees rapport, empathy and client confidence as the true measure of a service interaction, not only the resolution.
- A calm, respectful point of escalation who handles difficult client conversations with care.
Work Type
- Location: Windsor, ON (On-site)
- Vacancy Type: This role reflects an existing vacancy.
- On-Call: Participation in the management on-call rotation, including occasional after-hours and weekend escalations.
What You’ll Do
- Lead and develop service desk technicians through monthly one-on-ones, development plans and call reviews.
- Manage multi-shift scheduling for 24/7 coverage, including holiday planning and the alerting rotation in tools such as Signl4.
- Hire and onboard new technicians, including ramp plans, shadowing and certification paths.
- Act as the escalation point for client experience issues, including direct client calls and service recovery.
- Oversee the Priority 1 incident process, from prompt action and stakeholder communication through to post-mortems and problem tickets.
- Supervise the Dispatch Coordinator, who manages queue health, aging tickets and SLA adherence.
- Lead the daily Operations stand-up as a member of the Operations Leadership Team, setting the day’s priorities.
- Represent the service desk at the Change Advisory Board and in process improvement and automation reviews.
- Build and maintain KPI dashboards in BrightGauge, tracking call statistics and client satisfaction trends for senior management.
What We’re Looking For
- 5+ years of experience leading a service desk or technical support team, ideally within an MSP or 24/7 service environment.
- A proven record of hiring, coaching, performance management and scheduling across a multi-shift team.
- Experience leading client escalation and service recovery calls.
- Experience owning a P1 or major incident process, including post-incident reviews and problem management.
- Working knowledge of PSA/ITSM tooling such as ConnectWise, ticketing workflows and SLA management.
- Experience building KPI reporting in BrightGauge or a similar tool for senior stakeholders.
- Comfortable representing the service desk in governance forums such as a Change Advisory Board.
- Clear, professional written and verbal communication with clients, technicians and senior leadership.
What Makes This Role Exciting
- Coaching at the Core: Direct reports are kept to the service desk team so that developing technicians remains the priority of the role.
- A Voice in How the Desk Runs: SLAs and metrics are established, and leadership actively welcomes a fresh perspective on what could work better.
- Client Experience as the Differentiator: The company competes on how clients feel about every interaction, so the standard you set for the desk shapes its reputation.
- Direct Line to Leadership: The role reports to the VP of Operations and sits on the Operations Leadership Team.
Base Salary: $85,000 – $95,000
Paid Time Off: Competitive vacation and personal days to maintain a healthy work-life balance.
Health Benefits: Comprehensive group health benefits to support your overall well-being.
RRSP Matching: Employer contributions to a group RRSP program, supporting your long-term financial security.
Professional Development: Ongoing training, certification support and professional development.
We’re proud to support diversity and inclusion. Need accommodation during the hiring process? Just let us know — we’re here to support you!
Service Desk Manager in Windsor employer: STACK IT Recruitment Inc.
As an IT Operations Manager in the Greater Toronto Area, you'll be part of a dynamic and innovative team that prioritizes employee growth and well-being. Our hybrid work model fosters a collaborative environment while offering comprehensive benefits, including RRSP matching and flexible spending accounts, ensuring you can thrive both personally and professionally. Join us to lead impactful IT operations, where your contributions will directly enhance the employee experience and shape the future of our IT services.
