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

VC3

IT Service Desk Technician, Level 3

Calgary, AB

... currently looking for a Service Desk Technician, Level 3. The Service Desk Technician is ... Advanced server & network device management. * Resolve technical problems with Servers and network ...

Pomeroy Lodging LP

Front Desk Supervisor

Calgary, AB · On-site

$20 - $22/hr

... guest service while delivering against key financial goals and performance metrics for the ... You will deliver this leadership throughout the orientation, training, performance management, and ...

Planet Fitness

Front Desk Associate

Calgary, AB · On-site

$15/hr

Provide gracious and efficient telephone service. Calls should be answered promptly and ... Ability to manage multiple responsibilities * Solid work ethic with strong decision-making, problem ...

Planet Fitness

Front Desk Associate

Calgary, AB

Provide gracious and efficient telephone service. Calls should be answered promptly and ... Ability to manage multiple responsibilities * Solid work ethic with strong decision-making, problem ...

Planet Fitness

Front Desk Associate

Calgary, AB · On-site

Provide gracious and efficient telephone service. Calls should be answered promptly and ... Ability to manage multiple responsibilities * Solid work ethic with strong decision-making, problem ...

Pason Systems

Technical Support Analyst

Calgary, AB · Hybrid

The team provides technical, software and hardware support in a 24/7 service desk environment by ... Ability to manage multiple concurrent projects/tasks * Ability to identify, isolate and communicate ...

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Service Desk Manager information

What are the key skills and qualifications needed to thrive as a service desk manager?

To thrive as a Service Desk Manager, you need strong IT knowledge, experience in service management, and often a relevant degree or ITIL certification. Familiarity with ticketing systems such as ServiceNow or Jira, as well as reporting and analytics tools, is typically required. Excellent leadership, problem-solving, and communication skills set standout managers apart, enabling them to lead teams effectively and resolve conflicts. These competencies ensure efficient service delivery, high customer satisfaction, and continuous improvement in IT support environments.

What is the difference between Service Desk Manager vs Help Desk Supervisor?

AspectService Desk ManagerHelp Desk Supervisor
ResponsibilitiesOversees entire service desk operations, manages teams, develops policies, and ensures service quality.Supervises help desk staff, handles escalations, and ensures ticket resolution efficiency.
Required CredentialsTypically requires ITIL certification, relevant IT experience, and leadership skills.Often requires help desk experience, customer service skills, and basic IT certifications.
Work EnvironmentLeads a team in a corporate IT setting, focusing on strategic improvements.Manages daily help desk activities, often in a support center environment.

The main difference is that a Service Desk Manager has broader strategic and managerial responsibilities, overseeing the entire service desk operation, while a Help Desk Supervisor focuses on daily team supervision and ticket resolution. Both roles require IT knowledge and customer service skills, but the Service Desk Manager typically holds a higher level of responsibility and leadership.

How much do service desk managers make in the US?

Service Desk Managers in the US typically earn between $60,000 and $100,000 annually, depending on experience, location, and company size. They often require strong technical skills, certifications like ITIL, and leadership abilities to oversee support teams and ensure service quality.

What are the most common challenges faced by a service desk manager, and how can they be effectively addressed?

Service Desk Managers often encounter challenges such as balancing high ticket volumes, ensuring timely resolution of issues, and managing team performance under pressure. Effective strategies include implementing clear processes for ticket prioritization, regularly training staff on both technical and customer service skills, and utilizing performance metrics to identify areas for improvement. Additionally, fostering open communication and collaboration within the team helps address issues promptly and maintain a positive work environment.

What is a service desk manager?

A Service Desk Manager is a professional responsible for overseeing the daily operations of an organization’s IT service desk. They lead a team that provides technical support to users, ensuring that incidents and service requests are resolved efficiently. The Service Desk Manager also implements processes and best practices to improve customer satisfaction, manages staff performance, and coordinates with other IT departments to resolve complex issues. Their ultimate goal is to ensure smooth IT service delivery and support across the organization.
What are the most commonly searched types of Service Desk jobs in Calgary, AB? The most popular types of Service Desk jobs in Calgary, AB are:
What are popular job titles related to Service Desk Manager jobs in Calgary, AB? For Service Desk Manager jobs in Calgary, AB, the most frequently searched job titles are:
What job categories do people searching Service Desk Manager jobs in Calgary, AB look for? The top searched job categories for Service Desk Manager jobs in Calgary, AB are:
What cities near Calgary, AB are hiring for Service Desk Manager jobs? Cities near Calgary, AB with the most Service Desk Manager job openings:
Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Calgary, AB as of August 2026, with employment types broken down into 1% As Needed, 67% Full Time, 30% Part Time, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution.

Service Desk Technician

ARC Business Solutions

Calgary, AB • On-site

Full-time

Re-posted 18 days ago

Job description

ARC Business Solutions Inc. is an established and customer-oriented information technology solution provider with proven abilities to incorporate strategy, creativity and technical aspects into business solutions. ARC operates out of 4 regions in Canada–Edmonton, Calgary, Toronto and Regina and in the US - and services a broad base of private and public sector clients. Service delivery is focused in five main technology solution verticals: Systems Delivery, Enterprise Information Management, Mobile Solutions, Training and Managed Services; with industry expertise in Energy, Utilities, Government, Financial Services and the Public Sector.
ARC Business Solutions Inc. is currently seeking a Service Desk Technician for a full time role in Calgary, AB. On site work is required.
ROLE:  Service Desk Technician
Key Responsibilities: 
Day-to-day responsibilities may include, but are not limited to: 
  • Respond to and resolve client support requests via phone, email, ticketing system, and in-person 
  • Provide remote and onsite technical support to clients across multiple industries. Your primary goal will be on-site servicing one specific client 
  • Support and troubleshoot Windows and macOS workstations, peripheral devices, and basic server infrastructure 
  • Administer and support Microsoft 365 environments (Exchange Online, Teams, SharePoint, OneDrive) 
  • Perform user onboarding/offboarding, account administration, MFA setup, and password/access management 
  • Experience with Wi-Fi, VPN, Remote Access, and network connectivity troubleshooting 
  • Create and maintain accurate documentation in our knowledge base 
  • Follow established standard operating procedures while contributing to process improvement initiatives 
  • Accurately document work performed, ticket updates, and time entries for operational tracking and billing purposes 
  • Follow and contribute to the improvement of standard operating procedures  
  • Work collaboratively with team members to solve complex problems  
  • Stay current with technological trends and develop new technical skills  
  • Assist with basic technical projects, workstation deployments, Microsoft 365 changes, and operational improvement initiatives as assigned 
  
Core Skills & Expectations:
  • Exceptional customer service and communication skills with the ability to provide white-glove support to executive and high-profile users 
  • Strong troubleshooting and problem-solving abilities across Windows, Microsoft 365, and hybrid IT environments 
  • Ability to work independently, manage priorities effectively, and maintain professionalism under pressure 
  • Strong attention to detail, documentation practices, discretion, and collaboration with internal technical teams and stakeholders 

Role-Specific Skills & Experience
  • 3+ years of experience in IT support, help desk, or MSP or multi-client environment  
  • Strong knowledge of Windows desktop and Windows Server environments  
  • Experience supporting Microsoft 365, Active Directory/Entra ID, networking, endpoint devices, and remote support tools 
  • Experience with Microsoft 365 administration and troubleshooting  
  • Understanding of Active Directory and Azure AD  
  • Experience with Wi-Fi, VPN, Remote access, and network connectivity troubleshooting 
  • Basic networking knowledge (TCP/IP, DNS, DHCP, VPN)  
  • Familiarity with remote support tools and ticketing systems  
  • Hardware troubleshooting skills for desktops, laptops, printers, and mobile devices

Internal Contribution & Collaboration
  • Supports cross-functional teams and internal stakeholders 
  • Contributes positively to ARC’s culture and internal initiatives 
  • Shares knowledge and supports continuous improvement 

Stakeholder Relationships
  • Works closely with internal team members and leadership 
  • Maintains positive, respectful, and professional working relationships 
  
Initiative & Continuous Improvement
  • Identifies opportunities to improve internal processes 
  • Demonstrates initiative and problem-solving within the role 
  • Adapts to changing business needs 
  
Working Conditions
  • Standard office environment – 100% on-site 
  • 7.5 hr workday – Monday through Friday – standard business hours 
  • Overtime and on-call duties as required 
  • Ability to lift and move equipment up to 50 pounds occasionally. 

Performance & Review Alignment
This role will be evaluated annually as part of ARC’s formal review process, aligned with the company’s fiscal year and strategic objectives. 
We thank all applicants for their interest; however only candidates considered for interviews will be contacted.  We will be conducting interviews immediately.  TO BE CONSIDERED - Please forward your resume clearly displaying reference number RB:SD in the subject line to hr@arcbus.com.  For more information on ARC, please visit our website at www.arcbus.com.
 

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