Lead IT service delivery at Dexterra Group through Service Desk leadership, stakeholder relationships, and an onsite hybrid work model. Improve support for distributed operations.

As IT Service Manager, you will lead the Service Desk and outsourced provider while strengthening accountability, service levels, and end-user experience. The role requires IT service management, incident management, escalations, and continuous improvement experience. You will also work with Microsoft 365, Entra ID, Intune, ServiceNow, or comparable enterprise technologies.

Key Responsibilities:

- Lead the Service Desk and foster ownership, responsiveness, and follow-through
- Coach support staff and manage outsourced Service Desk providers
- Own escalations, recurring issues, and service delivery challenges
- Improve support processes,



service levels, and end-user experience
- Use metrics, trends, and feedback to drive improvements

Requirements:

- Five-plus years in IT support, Service Desk, or service delivery
- Three-plus years leading people, support functions, or service delivery
- Experience with ITSM, incident management, escalations, and improvement
- Experience managing outsourced providers and vendor performance
- ITIL certification or practical ITIL or ITSM experience

Bring service leadership, enterprise technology knowledge, and continuous improvement skills to Dexterra Group’s end-user support function.

📌 IT Service Delivery Manager (Mississauga)
🏢 Dexterra Group
📍 Mississauga