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

University of Guelph

Residence Desk Porter

Guelph, ON · On-site

CA$29.23/hr

Career Opportunities (sapsf.com) General Purpose Under the direct supervision of the Desk Services - Area Manager, the Residence Porter provides personal service to residence students or university ...

New

Centurion Dental

Front Desk Agent

Waterloo, ON

The MARQ managed student housing community. The Front Desk Agent will act as a Team Lead to the part-time Customer Service Representatives (CSRs), providing CSRs with tasks and guidance so as to ...

Dexian

Bilingual IT support

Burlington, ON

... Management, or related disciplines. Technical certifications such as HDI Support Center Analyst ... Experience Prior experience working in an IT Service Desk, Help Desk, or Customer Call Center ...

Marmon

Warehouse Clerk

Burlington, ON · On-site

CA$45K - CA$55K/yr

... the service desk. * Transportation Coordination: Coordinating truck scheduling, delivery ... Data Management: Maintaining operational records, verifying documentation accuracy, coordinating ...

Teledyne

Desktop Systems Specialist

Waterloo, ON · On-site

CA$68K - CA$91K/yr

Manage incidents and service requests through the ticketing system * Perform routine maintenance ... service desk, or technical support * Strong experience supporting Windows environments and ...

Walmart

General Merchandise Associate

Hamilton, ON · On-site

CA$17.75/hr

... Customer Service desk and other areas of the store. Stocking and Modular Execution Stocks ... Effectively manages work hours and plans ahead to maintain energy and focus throughout the shift.

Walmart

General Merchandise Associate

Waterdown, ON · On-site

CA$17.75/hr

... Customer Service desk and other areas of the store. Stocking and Modular Execution Stocks ... Effectively manages work hours and plans ahead to maintain energy and focus throughout the shift.

Walmart

General Merchandise Associate

Kitchener, ON · On-site

CA$17.75/hr

... Customer Service desk and other areas of the store. Stocking and Modular Execution Stocks ... Effectively manages work hours and plans ahead to maintain energy and focus throughout the shift.

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

Service Desk Manager information

See Kitchener, ON salary details

$35.9K

$83.2K

$138.5K

How much do service desk manager jobs pay per year?

As of Sep 5, 2026, the average yearly pay for service desk manager in Kitchener, ON is $83,226.00, according to ZipRecruiter salary data. Most workers in this role earn between $63,909.00 and $97,963.00 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 the most commonly searched types of Service Desk jobs in Kitchener, ON?

The most popular types of Service Desk jobs in Kitchener, ON are:

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

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

Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Kitchener, ON as of August 2026, with employment types broken down into 1% As Needed, 69% Full Time, 28% Part Time, and 2% Contract. Highlights an 83% Physical, 1% Hybrid, and 16% Remote job distribution, with an average salary of $83,226 per year, or $40 per hour.

Customer Service Representative - Contract

Westlake

Hamilton, ON • On-site

Full-time

Re-posted 15 days ago

Key responsibilities

  • Process customer orders, including custom orders, and ensure accurate pricing and timely shipping.

  • Answer phone calls and respond to email requests, providing support and after-sales service to customers.

  • Use the JDE system to process invoices, review/update receiving reports, and prepare quotes for customers.

Westlake Chemical rating

7.8

Company rating: 7.8 out of 10

Based on 35 frontline employees who took The Breakroom Quiz

45th of 103 rated chemical manufacturers

Job description

Westlake offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance peoples' lives through our products and presence in the communities in which we operate.

SUMMARY

The function of this position is to provide customers with exemplary service in face to face interactions, over the phone and through email. The individual will maintain an organized desk and learn the basics of the products that we sell through on the job training. They will manage existing customer accounts and prospect new customers with the goal of selling Royal Building Solutions products. This is a contractual engagement.

DUTIES AND RESPONSIBILITIES

May include, but are not limited to, the following:

  • Complete all company safety training and commit to working safely in all manners of the position
  • Process customer orders, including custom orders, and price them accurately
  • Co-ordinate all orders for timely and cost efficient shipping
  • Process financial transactions according to credit procedures
  • Answer telephones and process/respond to email requests
  • Use the JDE system to process invoices and review/update receiving reports
  • Prepare quotes and follow up accordingly
  • Upsell existing accounts
  • Provide overall support and after sales service to customers
  • Other customer/administrative/warehouse duties as required

EDUCATION, EXPERIENCE AND QUALIFICATIONS

  • High School Diploma
  • Post -Secondary Education an asset
  • Understanding of the role of Customer Service / Inside Sales and its relation to meeting day to day business objectives
  • Knowledge/experience in building supplies an asset
  • Ability to comprehend and follow branch business procedures
  • Ability to work well as a team and independently
  • Ability to identify and solve problems when required
  • Strong computer skills
  • "EXCEPTIONAL PHONE ETIQUETTE"
  • Exceptional verbal and written communication skills
  • Ability to work in a fast-paced, self-directed environment
  • JDE 9.0 experience an asset
  • Positive attitude along with a strong desire to learn and adapt to change
  • Experience working at a customer service desk/counter

WORK ENVIRONMENT

The noise level in the work environment is usually moderate as normally based in an office. May also result in exposure to fork lift traffic and a nosier warehouse environment. The role will require the daily use of stairs.

Westlake is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristics protected by applicable legislation.

If you are an active Westlake employee (or an employee of any Westlake affiliates), please do not apply here.You will apply via the Jobs Hub application in Workday.

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