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 professionalsOversee daily service desk operations and support qualityManage incident and service request intake through resolutionMonitor tickets, response times, backlogs,



and SLA adherenceDevelop and maintain ITIL-aligned service management practicesRequirements: Several years of progressive ITSM or service delivery experienceExperience leading and developing a small support teamStrong practical knowledge of ITIL and ITSM best practicesExperience improving Incident and Problem Management processesITIL certification strongly preferredApply ITIL expertise, operational leadership, and process improvement skills to strengthen service delivery in Mississauga’s growing software environment.

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