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Location

This posting is for an existing vacancy in Wellington-Altus’ Winnipeg office.

Chance

Reporting to the Vice‑President, Technology Services, the Manager, Service Desk will be the main point of contact responsible for overseeing and managing the IT Support Team. They will be accountable for improving efficiencies within our current support levels while effectively facilitating the resolution of all operational questions and issues. The Manager, Service Desk will also assist with service capacity projections, delegate tasks, and ensure all support communications adhere to the firm’s organizational objectives and standards.

Key responsibilities

- Oversee day‑to‑day operations of the IT Support Team while managing procedural standards & employee guidelines.
- Identify areas of opportunity to increase efficiencies in reporting, metrics, and organizational strategy.
- Perform call audits and report on employee productivity, ensuring standards of service within the firm are met.
- Become an expert resource person on all IT‑related operational procedures (both Software and Hardware).
- Provide employees with problem resolution support, as required.
- Assist in identifying potential training opportunities and ways to reduce support required by staff.
- Research and provide timely and accurate responses to inquiries from staff.
- Manage hardware inventory.
- Problem solve and research multiple solutions.
- Assist the transition team as required.
- Perform other duties as assigned.

The ideal candidate will possess

- Bachelor’s in computer science, technical diploma or equivalent.
- 5‑7 years total experience in a Service Desk manager role.
- Expertise in system administration.
- Experience with ITSM, incident management, compliance frameworks (SOC2, ISO, etc.).
- ITIL Certification considered an asset.
- Management of multiple applications and systems.




- In‑depth knowledge of the principles of management and supervision, with an understanding of organizational strategy and how to maximize efficiency.
- Strong organizational skills and attention to detail with the ability to prioritize effectively, handle multiple tasks, and manage stress in a fast‑paced environment.
- Excellent attitude, understanding of the fundamentals of quality customer service, and a commitment to fostering these skills in all team members through effective coaching strategies and leadership.
- Strong problem‑solving, critical thinking, coaching, interpersonal, and verbal and written communication skills.
- Familiarity with budget planning and human resource procedures.
- Proficiency with computers, especially MS Office.
- Knowledge of Information Systems Fundamentals as the Team supports multiple and growing number of Information Systems.
- Knowledge of IT Hardware (desktops, peripherals, networks, multimedia devices).
- Ability to learn new systems / hardware quickly.
- Ability to deal with numerous activities with varying degrees of priority.
- Reliable, consistent work ethic.
- Ability to quickly adapt to changing needs of those you provide support to.
- Excellent attitude and commitment to providing extraordinary service.

Conditions of employment

- Must be legally eligible to work in Canada.
- A background check, satisfactory to the employer, may be required of the successful applicant prior to commencing employment.
- Must be able to travel for business up to 5% of the time.

Wellington‑Altus Private Wealth is strongly committed to equity and diversity within its community and welcomes applications from women, racialized persons, Indigenous peoples, persons with disabilities, and persons of all sexual orientations and genders. All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply.

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Apply on Kit Job: kitjob.ca/job/2fsf6y

📌 Manager, Service Desk (Winnipeg)
🏢 Wellington-Altus
📍 Winnipeg