Join Thales as an IT Service Desk Manager in Ottawa or Montréal, driving high-quality support services while leading a dedicated team. This strategic role promotes Agile practices for operational efficiency.
In this vital position, you will oversee the IT Service Desk's operational effectiveness and foster collaboration among stakeholders. Your leadership will enhance incident resolution processes and ensure compliance with key performance metrics. Implementing continuous improvement activities will be vital to achieving user satisfaction and service level adherence.
Key Responsibilities:
• Direct service desk staff and manage performance reviews
• Administer service desk platforms and ITSM processes




• Collaborate with internal stakeholders for service alignment
• Execute continuous improvement initiatives
• Facilitate feedback loops for enhanced service delivery
Requirements:
• Bachelor’s degree in Computer Science or similar
• 5+ years of background in IT support, 2+ in a leadership role
• Proficient with ITIL and ServiceNow
• Excellent communication and relationship skills
• Ability to secure Government of Canada security clearance
Lead IT service improvements and foster team excellence at Thales.
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📌 Lead It Service Desk Operations At Thales Ottawa
🏢 Thales Canada
📍 Ottawa