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IT Service Desk Manager

2 weeks ago

Burnaby, Canada Umbrella IT Services Full time

**About Us**

We are a high-performing Managed IT Services Provider serving small and mid-sized businesses that rely on us to keep their operations stable, secure, and scalable. Our service desk is the heartbeat of the company, and we are hiring a Service Desk Manager to lead it with clarity, accountability, and a strong client-first mindset.

This role is ideal for someone who has **worked inside an MSP**, understands the pace and pressure of service delivery, and knows how to turn metrics into meaningful action.

**The Role**

The Service Desk Manager owns the **day-to-day performance of the service desk**. You will lead technicians, manage ticket flow, enforce standards, and ensure our clients consistently receive fast, clear, and professional support.

You are not just managing tickets, you are building a reliable system that scales.

Key Responsibilities

**Service Desk Leadership**
- Lead, coach, and develop Tier 1-3 service desk technicians
- Run daily standups, weekly reviews, and performance check-ins
- Set clear expectations around communication, ownership, and resolution

**Operational Excellence**
- Own service desk KPIs (SLA compliance, first-contact resolution, CSAT, ticket aging, utilization)
- Ensure tickets are properly triaged, prioritized, resolved, or escalated
- Maintain consistent documentation and SOP adherence

**Escalation & Coordination**
- Act as the point of escalation for complex or sensitive issues
- Determine when issues require onsite support or senior technical involvement
- Coordinate with project teams, security, and systems administration as needed

**Client Experience**
- Monitor client satisfaction and proactively address trends or concerns
- Participate in client-facing conversations when service recovery is required
- Ensure communication is timely, professional, and clear

**Process & Improvement**
- Identify inefficiencies and implement process improvements
- Help refine workflows in the PSA, RMM, and documentation platforms
- Support onboarding of new clients and technicians

**Required Experience & Skills**
- **3+ years in an MSP environment** (required)
- **1-3 years in a leadership or senior technician role**:

- Strong understanding of service desk metrics and KPI-driven management
- Excellent written and verbal communication skills
- Proven ability to manage priorities in a fast-paced environment
- Comfortable holding team members accountable while supporting growth
- Experience with PSA/RMM tools (ConnectWise, Autotask, Halo, etc.)

**Nice to Have**
- ITIL experience or certification
- Experience scaling a service desk or improving CSAT/SLA performance
- Background working with SMB clients across multiple industries
- Security-aware mindset (MFA, endpoint protection, access controls)

**What Success Looks Like (First 6-12 Months)**
- SLA and response times consistently met or exceeded
- Clear visibility into service desk performance via reporting
- Reduced ticket backlog and escalations
- Technicians are confident, accountable, and improving
- Clients notice the difference in responsiveness and communication

**Compensation & Benefits**
- Competitive salary based on experience
- Performance-based incentives tied to service KPIs
- Paid time off and holidays
- Opportunities for growth as the company scales
- Direct impact on how the company operates and grows

**How to Apply**

Pay: $75,000.00-$90,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Mileage reimbursement
- On-site parking
- Paid time off
- Vision care
- Work from home

Work Location: Hybrid remote in Burnaby, BC V5J 3E3