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 setting.

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📌 Information Technology - Service Desk Manager (Toronto)
🏢 Poly Tech Talent
📍 Toronto