Lead a client-focused service desk at a managed IT services provider in Windsor, ON. Seeking a Service Desk Manager to enhance technician performance through coaching and effective client interaction. As a Service Desk Manager, you will drive the development of Tier 1 and Tier 2 technicians while managing client relationships.

This leadership role emphasizes structured coaching, performance reviews, and operational improvements. You will ensure that client issues are resolved with professionalism and empathy, while fostering a supportive work setting for team members. Key Responsibilities:

- Lead monthly coaching sessions and call reviews
- Manage multi-shift scheduling for 24/7 coverage
- Hire, onboard, and train new service desk technicians
- Handle escalated client service recovery calls
- Oversee Priority 1 incident processes and communication Requirements:
- 5+ years of service desk or technical support leadership
- Proven performance management and coaching experience
- Familiarity with PSA/ITSM tools like ConnectWise
- Capable of managing escalated client calls
- Strong communication skills with all stakeholders Elevate the service desk's client experience through your leadership and technical expertise in Windsor.

📌 Service Desk Manager in Windsor
🏢 STACK IT Recruitment
📍 Windsor