Service Desk Manager

Key Responsibilities Service Management Leadership Bold ideas need dependable infrastructure and people who can build and maintain it. At Qu, we run sovereign, in‑country infrastructure, data centres, cloud, and managed services, so Canada’s builders and innovators can move fast without trading away control. Your work will help keep data close to home, accelerate teams, and scale growth for the builders and dreamers who rely on us. We’re building for decades, backed by InfraRed Capital Partners and Sun Life. We’re small by design, 120 people, so your voice carries and your impact shows. You’ll work on real problems that matter: to take the routine and the complex off our customers’ plates so they can focus on what they need to grow. If you want your best work to power someone else’s moonshot, this is your place. Quiet power, built for the builders and the dreamers. Role Overview The Service Desk Manager is accountable for the end‑to‑end delivery, operational excellence, and value creation of the Service Desk and National Operations Centre (NOC) at Qu. Operating within the Service Management framework, this role ensures resilient, high‑quality services by aligning people, processes, and technology to business and customer outcomes. The manager leads incident, request, event, and major incident management nationally, ensuring rapid service restoration, proactive monitoring, and a customer‑centric experience. A key focus of this role is building strong relationships with customers, understanding their business needs, and ensuring service operations consistently deliver measurable value to their operations. Service Management Leadership Lead and continuously improve core Service Management practices, including Incident Management, Service Request Management, Event Management. Embed Service Management guiding principles such as focus on value, progress iteratively, and optimize and automate into everyday activities. Ensure all operational activities deliver tangible value to customers and internal stakeholders. Champion service integration and alignment across all IT operations and business units. Drive the adoption of best practices in service management, ensuring compliance with ITIL v4 standards. Promote a culture of accountability and continuous improvement across teams. Support Change Enablement through active CAB participation. Service Desk Management Lead the Service Desk team to deliver high‑quality support across cloud, managed services, and data centre operations. Central point of contact for all alarms, customer service inquiries, incidents and change requests, defined in our service management framework. Define and enforce SLAs, OLAs, and customer experience standards. Ensure efficient ticket triage, escalation, resolution, and proactive communication with customers. Build and maintain strong relationships with internal and external customers, understanding their priorities and ensuring services align with business outcomes. Drive first‑contact resolution (FCR), customer satisfaction (CSAT), and adoption of self‑service and knowledge management tools. Develop and implement training, coaching, and career development programs for Service Desk staff. Monitor workload and performance trends, making resource adjustments to maintain service excellence. Foster a customer‑centric mindset within the team, emphasizing empathy and proactive problem‑solving. National Operations Centre (NOC) Management Oversee 24x7 monitoring and operations for infrastructure, cloud, and managed services. Proactively detect, correlate, and respond to events and incidents to prevent service disruptions. Lead major incident management, ensuring coordinated response, clear communication, and post‑incident review with stakeholders. Maintain operational readiness, resilience, and scalability across national platforms and services. Collaborate with Corporate IT to implement and optimize automated monitoring, alerting, and reporting tools to improve response times and service reliability. Identify and report on capacity with operational teams and manage performance proactively. Ensure NOC processes align with regulatory, security, and compliance requirements defined by IT and Security teams. Develop contingency plans and operational playbooks to handle emerging technologies and critical incidents. Continual Improvement & Performance Management Define and track metrics and KPIs such as MTTR, uptime, incident trends, and service quality. Use data, trend analysis, and post‑incident reviews to drive continual service improvement (CSI). Identify opportunities for automation, tooling enhancements, and process optimization. Ensure learnings feed into problem management and change enablement. Conduct regular service reviews with leadership and customers, presenting metrics, insights, and improvement plans. Lead initiatives to streamline workflows and reduce operational inefficiencies. Communication & Relationship Management Serve as a trusted point of contact for key customers, exceeding expectations. Communicate clearly and proactively during incidents, service changes, and planned maintenance. Build a culture of collaboration, transparency, and trust between IT operations, business teams, and customers. Facilitate regular stakeholder meetings to review service performance, upcoming changes, and operational initiatives. Collaborate with other customer facing teams to provide a consistent high service, including Sales, Service Delivery, Data Centre Operations and Accounts Receivable. Promote a proactive communication strategy during outages or service disruptions to reduce business impact. Maintain strong internal relationships to ensure cross‑functional collaboration and knowledge sharing. Governance, Risk & Compliance Ensure operations comply with security, regulatory, and audit requirements. Support business continuity, disaster recovery, and operational resilience planning. Monitor and enforce adherence to operational standards, policies, and procedures. Collaborate with security and compliance teams to mitigate risk across services. Qualifications Understanding of cloud, infrastructure, and managed services operations. Proven experience leading Service Desk and/or NOC teams in a 24x7 environment. Strong knowledge of ITIL v4 practices, with demonstrated experience in Incident, Request, Event, and Major Incident Management; ITIL certification is an asset. Understanding of operational risk, security standards, and compliance requirements. Exceptional communication and customer‑relationship skills with the ability to act as the primary operational contact for customers, during incidents, changes, and service updates. Why Join Qu Be part of a once‑in‑a‑career opportunity to shape Canada’s newest independent and data sovereign data centre and cloud services platform. Work with a passionate leadership team committed to building a high‑performing, customer‑centric culture. Competitive compensation, benefits, and significant opportunity for career growth as the company expands its product suite. At Qu, we are committed to building an inclusive, equitable, and accessible workplace where all employees feel respected and supported. We welcome applications from people of all backgrounds. We are also committed to providing accommodation throughout the recruitment and selection process. If you require accommodation, please let us know and we will work with you to meet your needs, in accordance with applicable human rights and accessibility legislation. #J-18808-Ljbffr