About the Role

RedArx Cyber Group is looking for a Service Desk Controller to help manage the day-to-day flow of our IT support team.

You will be responsible for making sure support tickets are properly reviewed, prioritized, assigned, followed up on, and completed properly. You will work closely with our IT Support Manager and technical team to keep the service desk organized, accountable, and running efficiently.

We are looking for someone who is organized, confident, comfortable asking questions, and willing to take ownership of the support queue.

You do not need to be a senior IT technician, but you should have enough experience around IT support or an MSP environment to understand what technicians are working on and recognize when something does not look right.

What You'll Be Doing

Review and triage incoming support tickets.

Determine ticket priority, urgency, and impact.

Assign tickets to the appropriate technician based on skillset, workload, and urgency.

Monitor the service desk throughout the day for unassigned, overdue, stale, or aging tickets.

Follow up with technicians when tickets are not being updated or progressing.

Identify tickets that should be escalated before they become a problem.

Review technician time entries for accuracy and completeness.

Question unusual, excessive, vague, or incomplete time entries.

Make sure technicians are documenting the work they performed properly.

Monitor SLA response and resolution targets.

Coordinate scheduling between technicians and customers.

Follow up with customers when additional information, approvals,



or scheduling is required.

Make sure tickets are categorized and documented correctly.

Review completed tickets for basic quality and documentation before closure when required.

Help identify technicians who are overloaded and redistribute work when appropriate.

Keep the IT Support Manager informed of service desk issues that require management involvement.

Help maintain an organized and accountable service desk.

What We're Looking For

Previous experience working in an IT support, help desk, service desk, MSP, technical coordination, or dispatch environment.

Strong organizational and time-management skills.

Comfortable working with ticketing or PSA systems.

Able to manage multiple priorities at the same time.

Strong written and verbal communication skills.

Comfortable questioning information when something does not make sense.

Able to hold people accountable professionally.

Strong attention to detail.

Able to recognize when a ticket is stalled or requires escalation.

Basic understanding of common IT terminology and support processes.

Comfortable working in a quick-paced environment where priorities can change throughout the day.

You May Be a Good Fit If





You are the type of person who notices when:

A ticket has been sitting untouched for too long.

A technician has spent several hours on something that should normally take much less time.

A ticket has poor or incomplete notes.

A customer has not received an update.

A technician appears stuck but has not escalated.

An urgent ticket was assigned to the wrong person.

Something simply does not make sense and needs to be questioned.

We want someone who will investigate and take action instead of waiting for a manager to notice the problem.

This Role Is Not

This is not a receptionist position and it is not a position where your only responsibility is answering the phone and assigning tickets.

The Service Desk Controller is expected to actively manage the support queue, follow up with technicians, question abnormalities, and help ensure the service desk operates efficiently.

Experience

Preferred

2+ years in an IT support, MSP, service desk, help desk, or technical coordination environment.

Experience with a PSA or ticketing platform.

Experience coordinating technicians or support teams.

Experience reviewing ticket documentation or technician time entries.

Previous MSP experience is strongly preferred.

The Person We're Looking For

We are looking for someone who is:

Organized. Accountable. Curious. Confident. Detail-oriented.

Most importantly, we want someone who uses their judgment.

If you see something that does not look right, we expect you to ask why.

Work Location: In person

📌 IT Service Desk Controller (Saskatoon)
🏢 RedARX Cyber Group
📍 Saskatoon