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Manager, Service Desk
Vena Solutions
Toronto, CAN
Full-time
Senior · 5+ years experience
Hybrid
CAD 103233-139668 yearly / year
Discovered 1 weeks ago
ServiceNowJira Service Management
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ServiceNowJira Service Management
Key Skills for This Role
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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
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