Lead a client-focused service desk at a managed IT services provider in Windsor, ON. Seeking a Service Desk Manager to enhance technician performance through coaching and effective client interaction.
As a Service Desk Manager, you will drive the development of Tier 1 and Tier 2 technicians while managing client relationships. This leadership role emphasizes structured coaching, performance reviews, and operational improvements. You will ensure that client issues are resolved with professionalism and empathy, while fostering a supportive work environment for team members.
Key Responsibilities:
- Lead monthly coaching sessions and call reviews
- Manage multi-shift scheduling for 24/7 coverage
- Hire, onboard, and train new service desk technicians
- Handle escalated client service recovery calls
- Oversee Priority 1 incident processes and communication
Requirements:
- 5+ years of service desk or technical support leadership
- Proven performance management and coaching experience
- Familiarity with PSA/ITSM tools like ConnectWise
- Capable of managing escalated client calls
- Strong communication skills with all stakeholders
Elevate the service desk's client experience through your leadership and technical expertise in Windsor.
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.
