Service Desk Specialist

As a Service Desk Specialist, you will have the opportunity to contribute to an established IT Service Desk team within our company and improve the productivity of all StackAdapt employees. You will work closely with employees across diverse global locations, supporting every department within the company, both technical and non-technical, delivering IT at scale during a time of rapid growth. Your communication and technical skills will be key to your success.

Reporting to the Director of IT Support & Services, you will support StackAdapt employees at basic to complex technology levels, manage technology assets, install, support, and provide user training on various hardware, software, and other devices in StackAdapt's mixed Mac and Windows environment. You will provide first-level support and resolve increasingly complex service requests and critical incidents. Additional focus areas include the creation and review of knowledgebase articles, review of operational IT processes and improvement opportunities, and ensuring quality resolution of incidents and service requests in adherence to agreed-upon service level agreements.

We are open to candidates located anywhere in Canada for this role.

• Lead the resolution of escalated and complex service requests, incidents, and problems across a global employee base.
• Act as a senior point of contact for IT Service Desk operations, ensuring high-quality service delivery and adherence to SLAs.
• Fostering technical growth and knowledge sharing within the team.
• Oversee end-to-end employee lifecycle processes including onboarding, offboarding, provisioning, and equipment management at scale.
• Administer and support SaaS applications and identity platforms (e.g., Google Workspace, Okta, Office 365, Slack, Salesforce).
• Drive process improvements by designing, implementing, and documenting IT workflows and knowledgebase content.
• Partner with the InfoSec team to identify, mitigate, and prevent security risks across endpoints and applications.
• Contribute to the evaluation, deployment, and management of new IT tools, MDM solutions, and automation initiatives.
• Lead operational reviews, report on IT performance metrics, and recommend improvements to enhance productivity across the organization.
• Identify and leverage AI-driven opportunities to improve Service Desk efficiency, such as intelligent ticket routing, automated knowledgebase generation, or chatbot-driven employee support.
• Partner with the InfoSec team to identify, mitigate, and prevent security risks across endpoints and applications.

• Minimum of 3 years of experience in a Service Desk environment
• Deep technical expertise supporting macOS and Windows in enterprise environments.
• Advanced knowledge of SaaS administration, OKTA identity management(SSO and SCIM Integrations), Google Suite, Slack and productivity tools.
• ITIL certification is a "nice to have"
• Commitment to customer satisfaction with a customer-focused mentality
• Excellent communication skills, both written and verbal, with the ability to communicate at all levels and carry out tasks independently in non-standardized, constantly evolving work situations
• Proven ability to meet deadlines, conduct research, and work independently to resolve IT issues
• Ability to partner with the InfoSec team to mitigate relevant security risks, issues, and products
• Self-starter with strong organizational skills and the ability to manage multiple tasks simultaneously
• ITSM platform experience (e.g., FreshService) supporting incidents and requests
• Hands-on Exposure to MDM tools is a "nice to have" (e.g., Kandji, Intune, Jamf)
• A quick learner who's comfortable taking initiative to learn new technologies and troubleshoot complex issues