Service Desk Manager

🧭 Are you a service desk leader who builds capable, client-focused technicians through structured coaching and development?

We’re hiring a Service Desk Manager to join an established managed IT services provider supporting businesses across many industries. The role owns the performance and development of the Tier 1 and Tier 2 service desk, ensuring client issues across multiple environments are resolved with professionalism and empathy. This is a people leadership role for someone who moves comfortably between coaching, structured performance development, client relationship recovery, and service desk process improvement.

You’ll have the time to work directly with the team and the latitude to recommend changes to established processes, working closely with operations leadership and clients.

💻 Who You Are 

• A people leader whose first priority is coaching and developing technicians, with the discipline to protect that time from a crowded meeting calendar 
• A motivator who builds confidence in technicians who are still learning to support many different client environments 
• Someone who sees rapport, empathy and client confidence as the true measure of a service interaction, not only the resolution 
• A calm, respectful point of escalation who handles difficult client conversations with care 
  
  

📍 Work Type 

• Location: Windsor, ON (On-site) 
• Vacancy Type: This role reflects an existing vacancy 
• On-Call: Participation in the management on-call rotation, including occasional after-hours and weekend escalations