Manager, IT Service Desk

Ready to take the next step in your career?

Join a global company shaping the future with technology that drives lasting impact.

Hypertec is seeking a IT Service Desk Manager to join our IT team in Montreal. If you are motivated, collaborative, and aligned with our values, we would love to hear from you.

We believe that how we work is just as important as what we build. Our values reflect the mindset we bring to everything we do:

• Innovation
• Trust
• Entrepreneurship
• Customer Focus

What You'll Be Contributing:

• Lead the IT Service Desk team, owning day-to-day end-user support across all systems, services, and platforms (including end-user computing, SaaS solutions, and in-house applications).
• Ensure effective ticket intake, prioritization, routing, and escalation, and own the configuration and continuous improvement of the service management platform (forms, queues, workflows, automations).
• Foster a high-performance, growth-oriented culture through coaching, feedback, and development of team members.
• Establish and maintain standardized IT service management processes (incident, request, problem, change) aligned with ITIL, ensuring consistent, high-quality service delivery.
• Monitor Service Desk KPIs, SLAs, and operational metrics, leading root cause analyses and post-incident reviews to improve stability and user experience.
• Oversee knowledge management and user-facing documentation so that guides, FAQs, and knowledge base articles are accurate, current, and support self-service.
• Collaborate with IT, Corporate Services (HR, Finance, Production, Facilities), and in-house development teams to ensure clear ownership, communication, and coordinated service delivery, supporting the evolution toward a broader, unified service management model. 

What Sets You Apart:

• Bachelor's degree in computer science, Information Technology, or a related field, or equivalent work experience.
• 5+ years in IT support roles, including at least 2 years managing a Service Desk or similar front-line support team.
• Advanced proficiency with Jira Service Management, including configuration of queues, forms, workflows, and basic automations.
• Strong experience with Microsoft 365 (Exchange Online, Teams, SharePoint) and end-user compute management (devices, profiles, software deployment) in predominantly Windows-based environments.
• Solid understanding of IT service management (ITSM) and ITIL practices (incident, request, problem, change); ITIL certification is an asset.
• Proven ability to lead, coach, and develop a high-performing team in a growth-oriented, fast-paced environment.
• Strong analytical, troubleshooting, and communication skills, with a collaborative, growth-focused mindset.
• Experience working with metrics, SLAs, user feedback, and BI dashboards to analyze service performance, identify trends, and guide data-driven decisions, prioritization and continuous improvements.
• Strong communication and interpersonal skills, including the ability to work effectively with stakeholders at various levels in both French and English.
• Familiarity with business intelligence tools such as Power BI and applying data analytics to service management and operational optimization.

What's In it For You:

• Hybrid work model for certain job categories, supported by competitive benefits.
• Comprehensive health benefits that ensure you and your family are covered for a wide range of medical needs.
• Health Spending Account (HSA).
• Employer-matched RRSP Program.
• Paid Floater Days.
• Our head office will soon relocate to a new, state-of-the-art facility in LaSalle, near the Lachine Canal. Designed to set new standards in sustainability, it reflects our commitment to responsible growth and innovation.

Immerse Yourself in the Hypertec Journey:

You think you are the right candidate for this role? We can't wait to meet you We look beyond the CV to discover real potential. Hit "Apply" and let's discover it together

About Hypertec

Founded in 1984, Hypertec empowers innovators to push boundaries and lead their industries through transformative technology.

Through our five divisions—High Performance Compute & AI, Data Center Construction, Health, Custom Manufacturing, and Solutions Partner—we help clients turn complex challenges into opportunities for sustainable growth. Trusted by leaders in AI, financial services, media & entertainment, healthcare, and the public sector, we serve clients in over 80 countries.

Recognized globally for innovation and sustainability, including our revolutionary immersion-born servers, we continue to deliver technology that makes a lasting difference.

Learn more at

Hypertec is an equal opportunity employer. 

Hypertec evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, disability status or any other legally protected characteristic.

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