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Service Desk Manager Jobs in Hamilton, ON (NOW HIRING)

IT Force

MSP Service Desk Analyst I

Burlington, ON · On-site

CA$40K - CA$50K/yr

We manage our client's IT infrastructure including security, backup, cloud solutions and helpdesk ... The Opportunity We are looking for a Service Desk Analyst Level I to ensure our client's IT systems ...

Harry Rosen, Inc.

Operations Specialist

Ottawa, ON · On-site

CA$20 - CA$21/hr

Oversee Service desk maintenance and cleanliness. * Oversee Client lists and e-receipt standards. * Manage daily cash handling functions (open/close registers, prepare sales envelopes and bank ...

DSV Global Transportation

Pricing Analyst

Milton, ON · On-site

CA$53K/yr

... Desk Manager & Country Procurement. This position will interface between customers, our ... Provide appropriate pricing for DSV products and services to customers ad spot requests by applying ...

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All JobsService Desk JobsService Desk Manager JobsService Desk Manager Jobs in Hamilton, ON

Service Desk Manager information

See Hamilton, ON salary details

$37.4K

$86.7K

$144.4K

How much do service desk manager jobs pay per year?

As of Aug 21, 2026, the average yearly pay for service desk manager in Hamilton, ON is $86,725.00, according to ZipRecruiter salary data. Most workers in this role earn between $66,596.00 and $102,081.00 per year, depending on experience, location, and employer.

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 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 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 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 an average salary of around $70,000 to $100,000 per year, depending on experience, location, and company size. They often require strong technical skills, certifications like ITIL, and experience managing support teams in a help desk or IT service environment.

What are popular job titles related to Service Desk Manager jobs in Hamilton, ON?

For Service Desk Manager jobs in Hamilton, ON, the most frequently searched job titles are:

What job categories do people searching Service Desk Manager jobs in Hamilton, ON look for?

The top searched job categories for Service Desk Manager jobs in Hamilton, ON are:

What cities near Hamilton, ON are hiring for Service Desk Manager jobs?

Cities near Hamilton, ON with the most Service Desk Manager job openings:

Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Hamilton, ON as of August 2026, with employment types broken down into 1% As Needed, 79% Full Time, 17% Part Time, and 3% Contract. Highlights an 90% Physical, 2% Hybrid, and 8% Remote job distribution, with an average salary of $86,725 per year, or $41.7 per hour.

IT Service Desk Analyst - Express Scripts Canada

Cigna

Mississauga, ON • Hybrid

CA$59K - CA$64K/yr

Full-time

Medical, Dental, Vision, Retirement

Re-posted 16 days ago

Cigna Healthcare rating

8.3

Company rating: 8.3 out of 10

Based on 239 frontline employees who took The Breakroom Quiz

41st of 891 rated healthcare providers

Job description

Job Title: IT Service Desk Analyst

Location: Mississauga ON
Employment Type: Full-time

Reason for Vacancy: Replacement

Work Arrangement: Hybrid
Department Name: IT Support Services

Pay Type: Salaried

Pay Range: $59,700 to $64,700. Please note that this is a general posting range and offer range will be varied based on relevant experience, qualifications, skills required and location for this role.

About Us

Express Scripts Canada (ESC) is a leading health benefits management company. Serving over 12 million members, we help insurance carriers, third party administrators, and the public sector optimize the value of health benefits by linking the talent and professional expertise of our people with leading edge information management systems and technology. ESC is a wholly owned subsidiary of Express Scripts Inc., one of the largest pharmacy benefit management (PBM) companies in North America, part of The Cigna Group (NYSE: CI), a global health company. Together, we deliver innovative, cost-effective solutions that improve access, affordability, and health outcomes for Canadians.

Job Summary:

Express Scripts Canada is actively looking for a motivated Service Desk Analyst who is passionate about delivering exceptional customer support. The ideal candidate brings strong problem-solving skills, a focus on quality, and the ability to manage competing priorities in a fast-paced environment. Flexibility is important as this role may require adjusted schedules and an after-hours on call support rotation, as needed.

Key Responsibilities:

  • Deliver responsive, high-quality IT support aligned with ITIL best practices and established service levels.

  • Monitor, log, triage, and resolve application issues and service requests for internal customers.

  • Apply business and technical knowledge to troubleshoot day-to-day system issues, access concerns, VDI restarts, trace routes, and related technical requests.

  • Manage incident and request queues by prioritizing work, tracking progress, and ensuring timely resolution.

  • Collaborate with internal service providers and Information Systems teams to investigate and resolve system-related issues.

  • Support system patch deployment and related maintenance activities.

  • Create, maintain, and regularly update support documentation, process guides, and user access forms.

  • Manage user access requests for internal applications, including new access, modifications, terminations, password resets, QA requests, external customer requests, and reporting.

  • Provide remote support to Express Scripts Canada locations and participate in the after-hours on-call rotation as required.

  • Build strong working relationships with internal customers and departments while delivering best-in-class support.

  • Assist with internal communications related to system issues, service impacts, and support updates.

  • Meet service level commitments for internal and external clients.

  • Support additional projects and initiatives as assigned.

What We're Looking For:

  • Post-secondary degree or diploma, or equivalent related experience in computer science, insurance, customer service, or a related field.

  • Ability to obtain enhanced reliability security clearance.

  • Experience in a technology or service desk role with a strong focus on customer service and ITIL-based support practices.

  • ITIL 4 certification is considered a strong asset.

  • Working knowledge of tools and technologies such as Symantec, Altiris, SQL, Excel macros, PowerShell, and Linux.

  • Experience with Postman, APIs, and JavaScript is considered a strong asset.

  • Knowledge of SFTP, TCP/IP, and data feed transmission is considered an asset.

  • Bilingualism in French and English, both written and verbal, is considered a strong asset.

  • Strong problem-solving skills with the ability to resolve issues, set expectations, and communicate clearly with users.

Service Desk Hours of Operation:

  • Core Business Hours: Monday to Friday, 6:00 a.m. to 12:00 a.m.

  • Weekends: After-hours on-call support*, 8:00 a.m. to 12:00 a.m.

  • National Holidays: After-hours on-call support*, 8:00 a.m. to 5:00 p.m.

Schedule and Shift Rotations: Candidates must be able and willing to work additional and/or alternate hours/days/shifts when required by management. Additional On-Call hours and shift rotations will set by your manager. The rotational shifts are as defined below:

  • 6:00 a.m. - 2:00 p.m.

  • 8:00 a.m. - 4:00 p.m.

  • 9:00 a.m. - 5:00 p.m.

Why Join Us?

  • Competitive compensation, benefits and pension plan

  • Career development and advancement opportunities

  • A culture that celebrates innovation and collaboration

  • Flexible work options and wellness programs

Pre-Employment Requirements:

All offers of employment are conditional upon the successful completion of reference checks and background verification in accordance with company policy. Within ESC, for certain positions, obtaining and maintaining a federal government security clearance is a condition of employment. Candidates applying for such roles must meet all eligibility criteria for the applicable clearance level and consent to the security screening process as mandated by federal regulations. Failure to obtain or maintain the required clearance will result in withdrawal of the offer or termination of employment.

Our hiring process includes AI-powered tools to conduct video interviews, take notes and score candidates; however, all scores will be reviewed by hiring managers and our Talent team before making a decision.

Internal Applications Deadline: July 10, 2026

Express Scripts Canada is a Cigna company

Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.

About Express Scripts Canada

Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.

It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.

We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.

We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.

If you require accommodation in completing the online application process, please email: eschr2@express-scripts.com Do not email eschr2@express-scripts.com for an update on your application or to provide your resume as you will not receive a response.

What Cigna Healthcare employees say

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About Cigna

Sourced by ZipRecruiter

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives.

Industry

Health care and social assistance

Company size

10,000+ Employees

Headquarters location

Bloomfield, CT, US

Social media

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