IT Service Desk Manager

1 week ago

Calgary, Canada Metaconex Inc Full time

**Job Title: IT Service Desk Manager**:

- Location: Hybrid in Calgary, AB_

We are seeking a dedicated **IT Service Desk Manager** who combines technical expertise with excellent communication and leadership skills. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving complex issues, and takes pride in delivering exceptional support experiences.

**Key Responsibilities**
- Provide Tier 1 and 2 support for hardware, software, and networking issues
- Diagnose and resolve system, peripheral, and connectivity issues
- Oversee new client onboarding processes in the Calgary area, which will involve periodic on-site visits to ensure successful deployment and integration of IT systems.
- Participate in staff training sessions and company events within the Greater Alberta region, providing technical support and guidance as required.
- Track and document support cases in Halo PSA
- Lead a small team and set quarterly goals and initiatives
- Present team initiatives and outcomes to management each quarter
- Participate in strategic discussions around KPIs, client experience, and technology adoption
- Maintain and manage hardware/software inventory
- Deliver end-user training on tools, systems, and best practices

**Qualifications**
- 3+ years of hands-on IT support experience, preferably in an MSP or multi-client environment
- Strong communication skills with the ability to explain technical issues to non-technical users
- Solid understanding of desktop support, networking fundamentals, and troubleshooting
- Experience with Windows OS, Microsoft 365, and remote support tools
- Familiarity with **Halo PSA is preferred**:

- Proven leadership experience or team coordination preferred
- **ITIL Foundation** and **CompTIA A+** certification strongly preferred
- Organized, proactive, and able to manage multiple priorities effectively

**Why Join Us?**
You’ll be part of a collaborative, fast-moving team that values innovation, efficiency, and clear communication. If you're ready to step into a key role with room to grow, we’d love to hear from you.

Pay: $65,000.00-$68,000.00 per year

**Benefits**:

- Company events
- Dental care
- Paid time off
- Wellness program

Schedule:

- Monday to Friday
- Weekends as needed

**Experience**:

- MSP/Service Desk: 3 years (preferred)

Work Location: Hybrid remote in Calgary, AB T2E 5T2

Application deadline: 2025-07-25
Expected start date: 2025-08-01

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