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Manager, Service Desk

2 weeks ago

Wellington St W Toronto Ontario MK N Canada Torys LLP Full time


Position Overview

The Manager, Service Desk is responsible for overseeing daily operations and team performance within the Service Desk and IT Operations environment. This role combines technical expertise with leadership responsibilities to ensure high-quality support services and team engagement.



Key Accountabilities

  • Oversee scheduling and work allocation for Service Desk and IT Operations teams to ensure consistent coverage during business hours and after-hours support. Act as the subject matter expert and escalation point for complex questions or issues raised by team members or end-users. Escalate to the Senior Manager when necessary.
  • Lead the alignment and ongoing improvement of Service Desk processes and procedures in accordance with ITIL-based ITSM best practices. Focus on optimizing incident, request, and change management workflows to enhance service delivery and ensure compliance.
    • Monitor support services using end-user feedback and reporting analysis to identify opportunities for continuous improvement and increased efficiency.
    • Identify internal and external support trends and take proactive steps to prevent and resolve issues.
  • Ensure Service Desk tickets meet quality standards by verifying proper logging, complete and accurate documentation, and resolution within defined Service Level Agreements (SLAs).
  • Act as an Escalation point to provide timely technical assistance to end-users for both hardware and software issues, including troubleshooting, research, and resolution.
  • Manage hardware moves, additions, changes, and special requests related to the setup and maintenance of firm assets such as printers, copiers, desktops, laptops, and mobile devices.
  • Provide direction, coaching, and development support to ensure the team is engaged, capable, and aligned with departmental goals and service standards.
  • Continuously assess team skills and capabilities to identify learning needs and recommend appropriate training opportunities.
  • Manage the annual performance review process, including drafting and delivering feedback to ensure fairness and consistency. Collaborate with the Senior Manager to develop and monitor performance improvement plans when needed.
  • Partner with Human Resources and the Senior Manager to recruit for Service Desk roles. Conduct interviews to assess candidate fit and make hiring recommendations. Take an active role in onboarding and integrating new hires.
  • Contribute to the annual IS budget planning and manage expenses within approved limits.
  • Provide monthly reporting and analysis of key performance metrics such as overtime, utilization, productivity, and overall performance.
  • Participate in special projects and initiatives as required.


Attributes & Experience

  • Post-secondary degree or diploma in Technology or equivalent experience to successfully complete the essential requirements of the role.
  • 7+ years' experience in a help desk or IT services capacity; a minimum of 2+ years of managerial experience, preferably within a law firm or professional services firm.
  • Experience implementing, managing and supporting ITIL-based ITSM processes
  • Advanced ITIL/ITSM certifications are considered and asset
  • Technical knowledge and experience supporting computer software and hardware. 
  • Proficient in MS Office product suite.
  • Excellent client service orientation combined with the ability to manage multiple client needs at the same time.
  • Exceptional troubleshooting and problem-solving skills to resolve technical and PC related problems. 
  • Strong communication skills (verbal and written) with the ability to interact with individuals at all levels within the organization.
  • Proven leadership, relationship, collaboration and consultation skills and the ability to work with tact, poise and discretion.
  • Strong organizational, project and time management skills to effectively prioritize and meet deadlines with minimal supervision.
  • Sound judgment including the ability to deal with confidential information with utmost discretion.
  • Ability to plan, organize, schedule and deliver within tight deadlines in a high-pressure environment.
  • Determined with a can-do, hands-on approach; driven by delivery and end-results.
  • Flexibility to work rotational shifts.


Additional information

This position is part of our hybrid work model with 4 days in the office per week. As part of our onboarding, new hires are required to be in the office more often for the first few months of employment to ensure they receive the requisite cross training.