Litcom is conducting a search for a Service Desk Manager on behalf of one of our clients.

The Service Desk Manager is responsible for leading a modern, customer-focused Service Desk function that delivers high-quality end-user support,technology enablement, endpoint management, secure access support, asset management, and full end-user lifecycle services across the organization. This role owns the end-user technology experience, including service performance, onboarding and offboarding readiness, endpoint standards, mobile device and plan provisioning, access governance, knowledge management, self-service adoption, and continuous improvement.

This position requires a proactive, technically credible leader who can guide the team through complex support challenges, act as an escalation point when required, and partner effectively with Security, Infrastructure, business stakeholders, vendors, wireless providers, and offshore resources. The successful candidate will combine hands‑on modern workplace and Secure Service Edge (SSE) technology knowledge, including platforms such as Netskope, with solid people leadership, data‑driven service management, and a high degree of ownership and independence.

Responsibilities
Lead, manage, and continuously improve the Service Desk and end-user technology experience, including the following:

Lead the Service Desk team, including internal staff and external/offshore resources, ensuring consistent service delivery, accountability, coaching, performance management, and team engagement.

Act as a technical escalation point for complex end‑user computing, endpoint, Microsoft365, identity, access, mobile device, secure access, and workplace technology issues.

Own and mature endpoint management standards using Microsoft Intune, Windows Autopilot, Microsoft Entra ID, Microsoft 365, endpoint security, device compliance policies, Conditional Access policies, and related modern workplace technologies.

Support Secure Service Edge (SSE) technologies such as Netskope, including end-user enablement, troubleshooting, adoption support, escalation coordination, and alignment with Security and Infrastructure teams.

Drive workstation deployment, device provisioning, endpoint lifecycle management, application deployment, configuration standards, and policy governance.

Lead modernization of legacy endpoint management practices, including appropriate use and rationalization of Group Policy Objects (GPOs).

Own asset management for laptops, desktops, mobile devices, and related end-user technology assets, including inventory accuracy, assignment tracking, lifecycle status, refresh planning, recovery, redeployment, and disposal coordination.

Manage mobile device lifecycle processes, including provisioning, configuration, support coordination, assignment, recovery, and ongoing optimization of mobile device plans with the organization’s wireless provider.





Own the full end-user technology lifecycle from pre-hire readiness through onboarding, role changes, transfers, ongoing support, access changes, device refresh, offboarding, asset recovery, and deprovisioning.

Own the technology onboarding process, including device readiness, account provisioning, application access, birthright access assignment, mobile device and plan provisioning where required, and new-hire readiness metrics.

Own offboarding processes, including access removal, device and mobile asset recovery, wireless plan changes or cancellations, deprovisioning activities, security compliance, and opportunities for automation.

Develop and maintain role-based and birthright access models in partnership with Security, Infrastructure, Human Resources, and application owners.

Use ServiceNow or other ITSM platforms to monitor service performance, manage incidents and requests, improve workflows, maintain asset records, and support change management processes.

Define, track, report, and improve Service Desk KPIs, including SLA achievement, First Contact Resolution, Mean Time to Resolution, backlog, ticket aging, escalation rate, reopen rate, customer satisfaction, onboarding readiness, provisioning timeliness, asset accuracy, device recovery, wireless provisioning timeliness, and device deployment metrics.

Build and maintain operational dashboards, executive reporting, service reviews, and trend analysis to support data-driven decision making.

Create and maintain knowledge base articles, self-service documentation, standard operating procedures, and end-user training materials.

Drive technology enablement and adoption initiatives that improve employee productivity and reduce avoidable ticket volume.

Partner with Security and Infrastructure teams to ensure endpoint, identity, secure access, asset management, and access processes align with corporate policies, compliance requirements, and operational standards.

Coordinate with vendors, wireless providers, and managed service providers to ensure service levels, quality standards, reporting expectations, billing accuracy, and process alignment are consistently met.

Identify service gaps, propose solutions, and independently drive continuous improvement initiatives that improve quality, scalability, efficiency, cost management, and employee experience.

Qualifications

Post-secondary education in Computer Science, Information Technology, Business Technology Management, or equivalent experience.





Progressive experience leading a Service Desk, End User Computing, IT Operations, or modern workplace support function.

Demonstrated hands-on experience with Microsoft Intune, Windows Autopilot, Microsoft Entra ID, Microsoft 365 administration, Conditional Access, endpoint security, device compliance, and identity/access lifecycle processes.

Experience supporting Secure Service Edge (SSE), secure web gateway, cloud access security broker (CASB), zero trust network access (ZTNA), or similar technologies; Netskope experience is considered an asset.

Experience managing end-user asset lifecycle processes for laptops, desktops, mobile devices, inventory records, refresh cycles, recovery processes, and asset disposal coordination.

Experience coordinating mobile device provisioning, wireless plan management, carrier/vendor coordination, and mobile device support processes is preferred.

Experience managing Service Desk performance using ITSM tools, preferably ServiceNow, including incident, request, knowledge, change, asset, and reporting processes.

Experience leading, coaching, and developing technical staff, including performance management, goal setting, accountability, and career development.

Experience coordinating offshore resources, managed service providers, wireless providers, or vendor-supported service delivery models is preferred.

Strong understanding of ITIL-based service management practices, operational metrics, continuous improvement, and customer experience management.

Experience designing or improving onboarding, offboarding, access provisioning, device deployment, asset management, mobile device, and endpoint lifecycle management processes.

Relevant Microsoft, ITIL, endpoint management, security, SSE, asset management, or service management certifications are considered an asset.

Other Skills and Abilities

Customer-first mindset with a strong commitment to employee experience and professional support interactions.

Strong technical credibility and ability to guide troubleshooting, architecture, standards, and operational decisions.

Highly proactive and comfortable operating with minimal oversight while taking ownership of outcomes.

Excellent communication, stakeholder management, coaching, facilitation, vendor management, and documentation skills.

Strong analytical skills with the ability to interpret service, asset, mobile, and lifecycle data, identify trends, and translate insights into action.

Ability to create structure where none exists, standardize processes, and build scalable repeatable operating models.

Strong organizational, prioritization, problem-solving, decision-making, and time management skills.

Ability to manage multiple priorities under pressure while maintaining service quality, cost awareness, asset control, and team engagement.

#J-18808-Ljbffr

📌 Service Desk Manager (Ontario)
🏢 Litcom Consulting
📍 Ontario