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

VC3

IT Service Desk Technician, Level 3

Toronto, ON

... 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 ...

Canadiantirecorporation

Manager, RSSD

Toronto, ON · On-site

CA$79K - CA$131K/yr

Own service desk performance, staffing, ticket flow, queue management, and SLA achievement. * Ensure effective management of incident, request, email, voicemail, and chat support channels. * Manage ...

Canadian Tire

Manager, RSSD

Toronto, ON

CA$79K - CA$131K/yr

Own service desk performance, staffing, ticket flow, queue management, and SLA achievement. Ensure effective management of incident, request, email, voicemail, and chat support channels. Manage after ...

Canadian Tire

Manager, RSSD

Toronto, ON

CA$79K - CA$131K/yr

Own service desk performance, staffing, ticket flow, queue management, and SLA achievement. Ensure effective management of incident, request, email, voicemail, and chat support channels. Manage after ...

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

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.

Systems Support Professional- Woodbridge ON

Jolera Inc.

Vaughan, ON

Full-time

Re-posted 26 days ago

Job description

Systems Support Professional 


Who We Are

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.

We’ve helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.



This is an in-office job. You will be required to commute to our client site daily in Woodbridge Ontario. 

The Systems Support Professional represents the front end of Jolera and is key to delivering best-in-class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbally and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service. You need to use your broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices – workstations, laptops, smartphones, and other peripherals. You will also configure devices, manage inventory, perform maintenance tasks, and update documentation. You’ll have hands-on experience working with Windows 7/8/10, Mac OSX, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, and more. Some overtime may be required in this position.


What You’ll Do

-Process service tickets and assign them to appropriate service resources, as necessary.
-Maintain service ticket ownership throughout the life of the support incident.
-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/Field Services Manager.
-Responsible for the overall administration of the desktop, laptop, and peripherals at a specific location.
-Install, configure, and diagnose client workstations and equipment.
-Conduct on-site problem determination and analysis.
-Provide advice and technical guidance to end users and technical resources as the situation warrants.
-Go on-site to support customers or projects that can’t be performed remotely as well as routine maintenance.
-Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.
-Document in detail the activities carried out as well as the technical information collected.
-Maintenance of the internal network cabling and cross-connects. Executing changes as required.
-Maintenance of network printer devices.
-Assist with account management activities.
-Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket.
-Identify and escalate production critical issues to the appropriate groups.
-Perform data backup and recovery at a user level, as required.
-Comply with internal controls and policies as applicable.
-Responsible for on-call/as-needed support for remote locations.
-This position requires some overtime/on-call hours and carrying a mobile phone.
-Ability to make sound judgment calls and escalate to senior resources when needed.
-Able to lead conversations of a technical nature with end users who may not have any technical expertise.
-Physically capable of lifting and carrying packaged computers, monitors, and other equipment.

Who You Are
-3-5 years experience in a technical support role.
-Relevant Degree/Diploma or equivalent.
-Proven problem-solving and analytical skills.
-Must have access to a vehicle with a valid driver’s license.
-Excellent attention to detail.
-Ability to document processes and accept feedback.
-Strong ability to work within a team environment.
-Excellent communicator and personable. 
-Ability to make sound judgment calls and escalate to senior resources when needed.
-Able to lead conversations of a technical nature with end users who may not have any technical expertise. 
-Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
-Some knowledge of database technologies is an asset 
-Hands-on experience with troubleshooting, replacing, and configuring hardware, including PCs, mobile devices, servers, and other -networking equipment.
-Strong knowledge of all Endpoint OS – Windows Operating Systems, MacOS, iOS.
-Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, -Adobe Creative Suite, etc.).
-Experience with using Endpoint management solutions such as JAMF, SCCM, MBAM etc.
-Someone who thrives in a fast-paced, high-energy environment.
-Always conducts with a poised and professional demeanor.
-Able to work collaboratively within a team.

Assets
-Industry certifications – Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+.
-Basic working knowledge of Linux and Unix.
-Previous experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.
-Hands-on Experience with print publishing software.
-Experience in time-critical manufacturing/production environments.

What We Offer
-Competitive compensation package & benefits package
-Company Perks, Good Life gym, and various brand discounts
-Company events, recognitions, and celebrations
-Career development and growth opportunities

Apply