Service Desk Manager

If you take pride in being compassionate, honest, professional and safe, consider an exciting and rewarding career at Shannex. Our communities offer more than a place to work – they welcome and celebrate Great People who inspire meaningful connections while Leading the Way to Better Living.

We are searching for a Service Desk Manager to join our Technology & Innovation Team based in Halifax, Nova Scotia.

Meaningful Benefits

You will be surrounded by supportive and talented team members who make our communities great places to live, work and visit. As an established and respected organization in the healthcare sector, Shannex offers opportunities for growth, development and advancement. And at the end of every day, you will know you've made a measured difference in the lives of our residents. Additional benefits include:

• Comprehensive health and dental benefits plan including an Employee and Family Assistance Program
• Access to virtual healthcare 24/7 for FREE through the group health benefit plan
• RRSP program (with employer matching)
• Vacation accrual (begins immediately) and travel insurance
• Free onsite parking
• Access to thousands of vendors offering perks and discounts through our WorkPerks program
• Access to continuing education and training through Shannex's Centre of Excellence
• Opportunities to be part of sector innovation and continuous improvement initiatives
• Recognition and Rewards for service excellence and safety

About the Opportunity

• Manage the day-to-day activities of the Service Desk team; acting as a technical coach.
• Ability to effectively lead a team of highly-skilled employees as well as working collaboratively with peers and partners in operations. Develops, manages, and administers service management best practices.?
• Implement and manage support processes for all end user computing devices.?
• Contribute to improving client support by actively responding to queries and handling escalations
• Ensures that all service level agreements (SLAs) & KPI's for Technology and Innovation services across the organization are delivered according to specifications.
• Participates in Solutions Review Meetings to establish technical platforms for deployment and ensures new projects adhere to established platforms and standards.?
• Develops operational plans and processes to deliver on service level agreements.?
• Participates in the planning, design, and deployment of core Technology systems for the organization.
• Advocates for Cyber Security and ensures data protection and privacy is consider for all of our systems.
• Drives continuous improvement to reduce operational inefficiencies and cost

About You

In addition to placing high value on continuous improvement, collaboration and accountability, you bring:

• Bachelor's degree in Computer Science, related technical field of study, or minimum 5 years of equivalent experience
• 3-5 years in an IT Leadership capacity
• 5-7 years in technical roles of increasing complexity
• Designation in ITILv3 or v4 considered an asset.
• Certification or equivalent experience in Cyber Security practices. CISM, CISSP designation would be considered an asset.
• A passion for the healthcare sector and/or ensuring seniors have access to quality accommodations, services and care.

About Us

Shannex is a family-owned organization with a vision of Better Living for every stage of life. Since 1988, Shannex has grown from a single nursing home in Cape Breton to a trusted partner across healthcare, hospitality and lifestyle sectors. With locations in Nova Scotia, New Brunswick and Ontario, Shannex continues to build communities designed for connection, wellbeing and longevity. Shannex-owned brands include Allbright Life, Parkland Retirement Living & Lifestyle Residences, Parkland at Home, Faubourg du Mascaret, and Shannex Enhanced Care. Shannex also provides Transitional Health services, in partnership with Nova Scotia Health. For more information, visit

If you're ready to join the Shannex team of Great People, apply today

Great People is a core value at Shannex based on the belief that our team members are the spirit and foundation of the organization. Shannex believes equity, diversity, inclusion and belonging is about creating a culture that embraces the uniqueness of individuals, where every person is treated fairly and where racism and discrimination are not tolerated. At Shannex, every team member belongs.

All applications are kept in strict confidentiality.

Only those selected for an interview will be contacted.