Remote Service Desk Manager Jobs in Calgary, AB (NOW HIRING)

This is a remote position.

Remote | Fixed-Term Opportunity | 20–40 Hours per Week

Bickert Management Inc. (BMI) is seeking an intelligent, resourceful, and resilient person to lead a small remote team responsible for implementing and improving Zoho-based business systems for our clients.

This is primarily a people leadership and service execution role, not a software development position. Prior Zoho experience, technical credentials, and formal management education are not required. We already have strong technical expertise within our team. We need someone who can lead capable people, clarify expectations, maintain accountability, organize work, remove obstacles, and continually improve how our services are executed.

Key Responsibilities

The successful candidate will:

• Supervise an initial team of approximately two or three technicians and developers, potentially growing to five.
  

• Assign work, establish priorities and deadlines, and follow up consistently.
  

• Conduct regular performance discussions and candid monthly evaluations.
  

• Address underperformance directly and help team members find a path to success.
  

• Provide meaningful input into hiring, internship conversions, team composition, and termination decisions.
  

• Review client meeting transcripts, notes, and process descriptions.
  

• Help translate client objectives into clear, actionable tasks for technical team members.
  

• Use AI, process-mapping tools, documentation, and internal frameworks to organize work.
  

• Identify delays, waste, confusion, duplication, and avoidable rework.
  

• Improve workflows, templates, best practices, and service execution efficiency.
  

• Support client communication and Client Success activities where appropriate.
  

Success will be measured through happy and retained clients, increased adoption of BMI services, stronger team performance, and demonstrable improvements in the efficiency and consistency of our work.

Who We Are Looking For

We are looking for someone who is:

• Honest, intelligent, organized, dependable, and highly resourceful.
  

• Comfortable leading people with greater technical knowledge than their own.
  

• Courageous enough to give candid feedback and hold people accountable.
  

• Resilient and able to receive criticism or disagreement without taking it personally.
  

• Able to work through ambiguity and changing priorities.
  

• Skilled at turning broad discussions into organized next steps.
  

• Committed to continuous improvement rather than simply maintaining existing practices.
  

• An effective real-time communicator with strong professional written English.
  

• Comfortable using AI and large language models to improve communication and productivity.
  

• Able to learn unfamiliar software and business systems quickly.
  

We welcome nontraditional candidates. Relevant ability may have been developed through formal leadership, entrepreneurship, sales, coaching, agriculture, military service, operations, community involvement, or an entirely different background. Degrees, titles, and conventional career paths matter less to us than demonstrated judgment, character, follow-through, and leadership potential.

Working Arrangement

This is a fully remote position requiring meaningful availability during North American business hours. Alignment with Mountain Time is ideal. The schedule has some flexibility, but this is not a fully asynchronous, work-whenever-you-prefer role.

BMI is open to both part-time and full-time candidates, with an anticipated commitment of approximately 20 to 40 hours per week. The successful candidate may be engaged as either a direct BMI employee or an independent contractor.

This is initially a fixed-term opportunity, with the possibility of continued, permanent, reduced, or evolving work depending on organizational needs, performance, and fit.

Candidates must provide their own suitable computer, webcam, headset, private workspace, and reliable internet connection of at least 300 Mbps. BMI provides the required Zoho software licenses and may provide access to an approved large language model.

About BMI

BMI helps organizations improve their operations through Zoho business software, CRM, automation, analytics, process design, and technology implementation.

Our culture is collaborative, casual, candid, and improvement-oriented. Team members have access to colleagues across the organization and are encouraged to challenge inefficient methods, refine best practices, and meaningfully influence how the company operates.

Shortlisted applicants will be invited to participate in BMI’s structured assessment and selection process.

Full Details Listing:

Available via email to applicants upon request.