Lead IT support and ITIL improvements as a Service Desk Manager in Mississauga, Ontario, working hybrid two or three days weekly in office. Shape consistent, customer-focused service delivery.

This permanent, full time manager will lead a small team within a global software organization. You will oversee service desk operations, strengthen ITSM practices, and improve Incident Management and Problem Management. The work combines people leadership, operational oversight, and process development.

Key Responsibilities:

- Lead, coach, and develop IT support professionals
- Oversee daily service desk operations and support quality
- Manage incident and service request intake through resolution
- Monitor tickets, response times, backlogs, and SLA adherence




- Develop and maintain ITIL-aligned service management practices

Requirements:

- Several years of progressive ITSM or service delivery experience
- Experience leading and developing a small support team
- Strong practical knowledge of ITIL and ITSM best practices
- Experience improving Incident and Problem Management processes
- ITIL certification strongly preferred

Apply ITIL expertise, operational leadership, and process improvement skills to strengthen service delivery in Mississauga’s growing software environment.

📌 IT Service Desk Manager ITIL (Toronto)
🏢 Poly Tech Talent
📍 Toronto