– Service Desk Manager

Location: Montreal, Quebec, Canada

Employment Type: Full-Time

Experience: 8+ Years

Language Requirement: Bilingual – English & French (Mandatory)

Role Overview

We are seeking an experienced Service Desk Manager to lead and manage a 24x7 bilingual, omni-channel Service Desk operation serving as the single point of contact for end users.

The Service Desk Manager will be responsible for shift design and coverage, service desk performance, first-contact resolution, workforce planning, escalation management, and continuous improvement. The role will also drive the shift-left strategy, moving appropriate resolutions toward first-contact support and self-service.

The ideal candidate will have 8+ years of relevant Service Desk / IT Support Operations experience, including experience managing 24x7 environments and bilingual teams.

Skilled fluency in both English and French is mandatory for this position.

Key Responsibilities

- 24x7 Service Desk Coverage: Design and maintain shift rosters that ensure continuous bilingual English/French support coverage.
- Service Desk Performance: Own speed of answer, abandonment rates, first-contact resolution (FCR), and other agreed service-level metrics.
- Omni-Channel Management: Manage support intake consistently across phone, email, chat, portal, walk-up, and Virtual Agent channels.
- Team Leadership: Lead Service Desk agents and shift leads, including recruitment, onboarding, retention, coaching, performance management, and professional development.
- Shift-Left Delivery: Drive resolution toward first-contact support and self-service to improve efficiency and user experience.
- Intake Discipline:



Ensure every user interaction is properly logged, categorized, prioritized, and documented.
- Escalation Management: Own and coordinate escalations to remote support, field services, engineering teams, and third-party service providers.
- Capacity Planning: Forecast demand and proactively adjust staffing and coverage for seasonal peaks and changing business requirements.
- Workforce Management: Manage scheduling, rostering, shrinkage, forecasting, adherence, and staffing requirements.
- Continuous Improvement: Identify opportunities to improve Service Desk productivity, quality, customer experience, and operational efficiency.

Required Skills & Competencies

- 8+ years of relevant Service Desk / IT Support Operations experience.
- Bilingual English & French – Mandatory, with professional-level written and spoken proficiency in both languages.
- 24x7 Service Desk Operations: Proven experience managing a multilingual Service Desk operating against contractual and credit-bearing service levels.
- Workforce Management: Strong experience with shift rostering, workforce forecasting, shrinkage modelling, capacity planning, and schedule adherence.
- People Leadership: Demonstrated ability to lead, motivate, develop, and retain Service Desk agents and team leads.
- Contact Centre / Telephony Platforms:



Experience with contact-centre routing, queues, call distribution, and performance/reporting configurations.
- Service-Level Management: Strong understanding of SLA/KPI management, including answer speed, abandonment, FCR, quality, and productivity metrics.
- Performance Coaching: Ability to coach team members using quality, productivity, customer experience, and operational performance measures.
- Data & Reporting: Ability to analyze contact volumes, ticket trends, service metrics, and workforce data to make informed staffing and training decisions.
- Escalation Management: Experience coordinating complex escalations across multiple technical support teams and third-party providers.
- Strong communication, leadership, analytical, problem-solving, and stakeholder-management skills.

Preferred Certifications

- ITIL 4 Foundation
- Contact Centre Management certification or equivalent credential is considered an asset.

Candidate Profile The successful candidate will be a hands-on Service Desk leader capable of managing a high-availability, 24x7 bilingual support operation while maintaining strong service quality and workforce efficiency. The role requires someone who can balance people leadership, service-level performance, workforce planning, customer experience, escalation management, and continuous improvement while driving greater adoption of first-contact resolution and self-service.

Important: This position is based in Montreal, Canada, and professional proficiency in both English and French is mandatory.

Pay: $57,900.00-$129,000.00 per year

Work Location: In person

📌 Service Desk Manager (Montreal)
🏢 womeninnovatorsintech.com
📍 Montreal