Service desk manager

1 week ago

Magog, Quebec, Canada Kezber Full time

For nearly 30 years, Kezber has established itself as a leader in IT solutions thanks to its expertise and human approach. As a service desk manager, you oversee both the operational management of the Service Desk and the supervision of your technicians. You ensure service quality, customer satisfaction, and the achievement of performance objectives.

Job Description
In this service desk manager role, under the supervision of the IT department, you will be responsible for:

Operations and Service Delivery

  • Be responsible for the ticket dashboard and all support queues.
  • Ensure that tickets are properly categorized, prioritized, assigned, and that they progress continuously.
  • Monitor SLA compliance and take proactive action when tickets are at risk.
  • Act as the first point of escalation for issues related to service delivery.
  • Maintain clear and proactive communication with customers regarding the status of their requests.
  • Track performance indicators and contribute to continuous process improvement.
  • Enforce service desk standards, documentation quality, and ticket hygiene.
  • Follow up on ISO actions and controls (internal audits, corrective actions).
  • Oversee the lifecycle management of equipment (workstations, servers, datacenter) and vendor relationships.
  • Update documentation (internal wiki, site documentation, client portal forms).

Team and Resource Management

  • Supervise, support, and motivate Service Desk team members on a daily basis.
  • Participate in the recruitment, onboarding, and training of new team members.
  • Conduct regular performance follow-ups and complete annual evaluations.
  • Develop and maintain a skills matrix (technical expertise, soft skills).
  • Identify training and skills development needs.
  • Manage schedules, shift coverage, and on-call rotations.
  • Apply internal policies and collaborate with HR on disciplinary issues, workplace climate, or well‑being concerns.
  • Foster a healthy, collaborative, and accountability‑focused work environment.
  • Approve timesheets and leave/absence requests.
  • Facilitate team‑building activities and lead triweekly team meetings.

Desired Profile

We are looking for a candidate with the following skills:

Experience and Qualifications:

  • Minimum of 5 years of experience in customer service management.
  • A valid driver's license is required for travel.
  • Proficiency in French and English (written, spoken, and comprehension) is essential, as some of our clients and suppliers are English‑only speakers.
  • DEC, Bachelor's degree, or certificates in business administration, computer engineering, or software engineering are considered an asset.
  • Good understanding of MSP operations and IT support environments.

Personal Skills :

  • Autonomy and effective priority management.
  • Natural leadership, strong organizational skills, and a clear sense of priorities.
  • Excellent oral and written communication skills.
  • Rigor, attention to detail, and a quality‑driven mindset.
  • Ability to thrive in a dynamic, project‑intensive MSP environment.
  • Ability to explain technical concepts in simple terms for clients.

Technical Skills:

  • Knowledge of CRM systems (ConnectWise is a significant asset).
  • Ideally experienced with Microsoft 365/Azure.
  • Comfortable with performance indicators, SLAs, and IT service management tools.

What We Offer

An Engaging Work Environment:

  • Hybrid work model. On‑site presence required 2 to 3 days per week.
  • Collaboration with an experienced and innovative team.
  • Access to a 24/7 virtual medical clinic, on-site gym, and social activities.

Compétitive Benefits:

  • 5 weeks of vacation, flexible leave days, and a group insurance plan.
  • Ongoing training, paid certifications, and membership in professional associations.
  • Employee recognition programs, profit-sharing participation, and a clothing allowance.

Whe Join Kezber?
Joining Kezber means becoming part of a company recognized for its commitment to innovation, excellence, and employee well-being. Here, you will work with a dedicated team, collaborate with prestigious clients, and enjoy an environment that fosters both personal and professional growth.

Ready to take on the challenge? Apply today and contribute to a company that values expertise and employee well-being

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