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

Mackenzie Health

Manager, Service Desk

Richmond Hill, ON · On-site +1

The Manger, Service Desk will manage day to day operations of the Service Desk and the organizational hardware environment to ensure laptops, PCs and devices are performing optimally, to ensure high ...

K2services

Associate Analyst, Service Desk

Toronto, ON · Hybrid

$20/hr

Career opportunities abound both within the Service Desk Department as well as more hands-on ... Will require Intune "Mobile Device Management" software installed on a personal device(s) Opensity ...

K2services

Associate Analyst, Service Desk

Toronto, ON · Remote

$20/hr

Career opportunities abound both within the Service Desk Department as well as more hands-on ... Will require Intune "Mobile Device Management" software installed on a personal device(s) Opensity ...

Mackenzie Health

Service Desk Analyst

Maple, ON · On-site

As part of the Service Desk team, the Service Desk Analyst will be the first-point of contact for ICAT end-user support across the organization using Incident Management and Request Fulfilment ...

Humber River Health

Service Desk Support

Toronto, ON

CA$68K - CA$85K/yr

Manager, Information Systems Responsibilities: * Acting as the first point of contact for all computer and related hardware, application and telecom related requests for IT service and support.

Humber River Health

Service Desk Support

Toronto, ON

CA$68K - CA$85K/yr

Manager, Information Systems Responsibilities: * Acting as the first point of contact for all computer and related hardware, application and telecom related requests for IT service and support.

Mackenzie Health

Service Desk Analyst

Maple, ON · On-site

As part of the Service Desk team, the Service Desk Analyst will be the first-point of contact for ICAT end-user support across the organization using Incident Management and Request Fulfilment ...

Humber River Health

Service Desk Support

Toronto, ON · On-site

CA$67K - CA$84K/yr

Manager, Technical & Support Services Responsibilities: * Acting as the first point of contact for ... Minimum 3 years' experience in a Technical Service Desk role is required. * Minimum 3 years ...

Marriott

Front Desk Manager - Overnight

Toronto, ON · On-site

CORE WORK ACTIVITIES Maintaining Guest Services and Front Desk Goals Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

Humber River Health

Service Desk Support

Toronto, ON · On-site

CA$68K - CA$85K/yr

Manager, Technical & Support Services Responsibilities: * Acting as the first point of contact for ... Minimum 3 years' experience in a Technical Service Desk role is required. * Minimum 3 years ...

Humber River Health

Service Desk Support

Toronto, ON

CA$67K - CA$84K/yr

Manager, Technical & Support Services Responsibilities: * Acting as the first point of contact for ... Minimum 3 years' experience in a Technical Service Desk role is required. * Minimum 3 years ...

Humber River Health

Service Desk Support

Toronto, ON · On-site

CA$68K - CA$85K/yr

Manager, Technical & Support Services Responsibilities: * Acting as the first point of contact for ... Minimum 3 years' experience in a Technical Service Desk role is required. * Minimum 3 years ...

Jolera

Systems Support Professional

Toronto, ON · On-site

Escalate high-profile issues to the Service Desk Manager for appropriate handling and routing. * React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.

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Service Desk Manager information

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

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

Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Nobleton, ON as of August 2026, with employment types broken down into 1% As Needed, 78% Full Time, 18% Part Time, and 3% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution.

Manager, Service Desk

Mackenzie Health

Richmond Hill, ON • On-site, Remote

Full-time

Re-posted 10 days ago

Job description

Job DescriptionReporting to the Director, Application and End-user Support, the Manager, Service Desk will manage a team of Service Desk and System Support Analysts, responsible to provide Digital Health customer support services, to the organization. This experienced IT professional will be responsible for managing operational teams to support a two-site model with a focus on service quality and continued improvement. The Manger, Service Desk will manage day to day operations of the Service Desk and the organizational hardware environment to ensure laptops, PCs and devices are performing optimally, to ensure high levels of availability, and will be responsible for incident and request management processes through the enterprise ITSM platform ServiceNow. Furthermore, they will maintain a current problem management knowledge base to ensure timely resolution of issues including a thorough root cause analysis for all major incidents while ensuring that they are clearly identified and escalated to appropriate teams for resolution. Responsibilities will include developing and maintaining standard procedures to ensure compliance and increased productivity, and to support department operations to ensure quality and SLA objectives are achieved and maintained. The successful incumbent will also be responsible for developing, managing and delivering IT Master Service Level Agreements and developing, optimizing a ServiceDesk model to support the organization as required. Additional duties will include analyzing workload metrics, preparing operational reports and statistics, and vendor management.      Contribute to safe, quality care by:
  • Managing a workload effectively in a fast-paced environment.
  • Addressing and resolving issues in a productive, respectful manner.
  • Exercising sound professional judgment and using best practice guidelines.
  • Contributing to a safe, inclusive environment for all through compliance with patient and staff safety policies and procedures.
What must you have?
  • Bachelor's degree in computer science, engineering or a related study, or an equivalent combination of education, training and experience.
  • Minimum 5 - 7 years' recent related career experience in a large, complex organization.
  • Minimum 2 - 3 years' recent related career experience in management.
  • Experience with platforms such as:
    • ServiceNow ITSM solution
    • Active Directory
    • Microsoft Exchange
    • Office365
    • Windows Operating Systems
    • Microsoft Office
    • VPN
    • Enterprise antivirus
    • Mobile Devices
    • AV Equipment
 What else do you bring?
  • Excellent organizational, interpersonal skills with exceptional verbal, written communication and conflict management skills with strong initiative to achieve high standards of service and performance.
  • Critical thinking and problem-solving skills that enable quick resolution of issues.
  • Leadership abilities including the abilities to teach, direct and motivate staff.
  • Professionalism, attention to detail and focused customer service ethic.
  • Ability to handle and prioritize multiple demands concurrently.
  • Exercises initiative and good judgment with ability to multi-task.
  • Demonstrated ability in interpersonal, communication, diplomacy, coaching, facilitation and team building skills at all levels of the healthcare environment.
  • Demonstrated expertise in IT applications.
  • Ability to translate clinical/non- clinical issue into IT solutions.
  • Demonstrated commitment to professional development.
  • Demonstrated ability to promote and manage change.
  • Ability to work independently and as a member of a team.
  • Time management and organizational abilities including demonstrated ability to problem solve, prioritize a varied workload and function in a changing and stressful work environment.
  • Proven attendance record.
  • Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.
  • Ability to perform the essential duties of the job.
  • Effectively uses empathy in interactions with others.
  • Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.
 Preferably, your profile also includes:
  • ITIL Certification an asset.
  • Project Management Professional (PMP) Designate is an asset.
 *You may be required to work at any site of Mackenzie Health.---

Mackenzie Health is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.

Our hiring process does not involve the use of artificial intelligence (AI) to screen, assess or select applicants.

We thank all applicants for their interest; however, only those under consideration for an interview will be contacted.

---#MackenzieHealthCareers, #LI-JB2Employment Type: OTHER

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