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ServiceDesk Manager

About the Company   

Our client is a North American courier service, and they are looking to hire a ServiceDesk Manager. 
 

About the Opportunity 

• The ServiceDesk manager will be focused on 40% people management (8 to 9 people), 40% hands on support for tier 2 / 3 where he will be managing AD, Azure, O365 administration, KnowBe4 and 20% project management (implementing ServiceDesk tool – Summit AI) 

• The current service desk manager has been promoted to Sr. ServiceDesk Manager, leading a team of 7 people 

• They are supporting around 1400 users at 7 different locations across GTA 

• The IT environment is very stable, and they have some KPIs which may be reviewed next year 

• This year they also have plans for implementing a new service desk tool most likely Summit AI so this person will also be participating in this project 

• VP – IT has plans to bring merge 3 different company subsidiaries and bring Service Desk under one roof. 

• Total employee size is around 1400 and they also have 5000 scanners in various warehouses 

• The one professional who supports all the scanners reports to the service desk manager 
   

About You 

• Hands on team management experience in coaching, performance reviews, etc. 

• Experience running / managing enterprise service desk for a minimum of 5 people with over 500 IT users 

• Strong experience and understanding of ITIL framework /principles 

• Hands on experience with providing service desk support and open to still being hands on up to 40%  

• Proven experience with IT service software (eg ServiceNow, Summit AI, etc.) 

• Ability to travel 3 to 4 days per week to Brampton location 

Bonus Items: 

• Experience in implementing KPIs 

• KnowBe 4 experience  

Salary Range 

$110,000/year 
 

How to Apply 

Click the “Apply Now” button and follow the instructions to submit your resume. Please know that we only accept documents in MS Word or Rich Text formats.  

When referencing this job, quote # 362946 

You must currently reside within the Greater Toronto Area and be permitted to work in Canada to be considered for this opportunity. A recruiter will be in touch with you if your profile meets our client’s requirements for this role.