Service Desk Manager

_**Service Desk Manager**_

We’re looking for a hands-on, client-obsessed **Service Desk Manager** to lead Techify’s frontline support team and ensure exceptional service delivery across every interaction. You’ll be responsible for guiding a high-performing team, shaping support strategies, and serving as the escalation point for complex issues—all while building client confidence and satisfaction.

This isn’t a sit-back-and-observe role. You’ll be in the trenches, leading by example, reinforcing best practices, and rolling up your sleeves when needed. You’ll thrive in our fast-paced, entrepreneurial environment where being tech-aware, solutions-driven, and people-focused is the key to success.

If you’re energized by solving problems, coaching teams, and being the go-to person for high-quality service, this could be your next great move.
- **Who We Are**:_ We’re a fun and forward-thinking tech company specializing in proactive technology, cybersecurity and productivity. In a nutshell, we’re like an outsourced IT support team on steroids.
- **What we do**:_ We make technology work. Period. How? By helping companies implement smart automation and proactive solutions designed to effectively connect hybrid teams, improve cybersecurity and dramatically increase productivity.

**Our Purpose: **To do right by our team, our clients and our company.

**Our Values**: Growth Mindset, Going to the Front of the Net, Belief in the Techify Way.

**IMPORTANT - TO APPLY**

**Your Impact**
- As Service Desk Manager, you will:_
- Lead and coach a skilled support team (3-5 individuals) to deliver fast, friendly, and reliable service.
- Act as the escalation point for complex technical and client issues.
- Shape and enforce Service Desk processes, ensuring best practices are followed.
- Build strong client relationships through transparency and proactive communication.
- Spot trends in recurring issues and partner with the broader team to prevent future problems.
- Leverage AI-powered tools and IT platforms to improve ticket resolution times and client satisfaction.
- Report on KPIs, client satisfaction, and team performance to internal leadership.
- Maintain a flexible mindset, recognizing that exceptional service sometimes goes beyond a 9-5 schedule.

**Things you might have done last week if you worked here**:

- Jumped on a client call to resolve a high-priority escalation.
- Coached a team member on effective communication during tough client interactions.
- Spotted a recurring issue and collaborated with Techification to reduce future ticket volume.
- Reinforced the importance of defined Service Desk processes, while noting areas for improvement.
- Used AI-driven tools to triage tickets faster and provide leadership with actionable insights.
- Wrapped up the week by reviewing KPIs and celebrating small team wins.

**Must-Have Qualifications**
- 5+ years of hands-on IT support or service desk experience, including troubleshooting in Microsoft-based environments.
- 3+ years of people management experience, leading teams of 3-5 or more.
- Proven success in client-facing roles: resolving issues, managing expectations, and driving satisfaction.
- Familiarity with IT systems, tools, and terminology (e.g., PSA/RMM platforms, Microsoft 365, service desk tools).
- Ability to balance strategic leadership with rolling up your sleeves when needed.

**Nice-to-Haves**
- Experience in a Managed Services Provider (MSP) or IT consulting environment.
- Familiarity with ConnectWise, Microsoft 365, or similar IT management/project tools.
- Interest in exploring AI-driven solutions to enhance IT service delivery.

**Compensation & Benefits**:

- Competitive salary
- Performance-based bonus
- Health and Dental benefits
- Group RRSP and Company Matching Plan
- Yearly technology device allowance
- Paid birthday off and personal days
- Positive and people-first work culture
- Primarily onsite at our North York, ON office. Flexibility for hybrid work depending on client needs and team coordination._

Pay: $60,000.00-$100,000.00 per year

**Benefits**:

- Company events
- Dental care
- Discounted or free food
- Extended health care
- Paid time off

Application question(s):

- Have you managed and coached a team of at least 3-5 individuals in a professional IT environment?
- Do you have at least 5 years of hands-on IT support or service desk experience?
- Have you submitted a Culture Index survey?
- Are you comfortable working primarily onsite at our North York office with some hybrid flexibility?
- Are you familiar with PSA/RMM platforms (e.g., ConnectWise) and Microsoft 365 environments?
- Do you have direct experience working in a Managed Services Provider (MSP) or IT services environment?

**Experience**:

- Service Desk Manager: 4 years (required)

Work Location: In person