Manager, Service Desk

Southern Alberta Institute of Technology; Calgary; On-site; CAD 110,000 - 120,000; Full time

Job summary

The Southern Alberta Institute of Technology is seeking a Manager for its Service Desk to lead a team supporting up to 30,000 users. This role involves overseeing IT operations, managing service delivery, and implementing innovative solutions to enhance IT services. Candidates should possess a strong background in IT management, with a focus on customer service excellence and process improvement.

Benefits

4 Weeks Vacation

14 Flex Days per year

Qualifications

• Minimum 10 years of experience in IT and customer service.
• 5 years working on a service desk.
• ITIL Fundamentals certification required.

Responsibilities

• Lead the service desk team managing Tier 0 through Tier 2.
• Develop and maintain IT operations processes.
• Generate reports for dashboards and align metrics with SLAs.

Skills

Leadership

IT service delivery

Customer-focused approach

Incident management

Analytical thinking

Communication skills

Education

Diploma or Degree in a technology-related discipline

Tools

ServiceNow ITSM

Job description

SAIT’s Information Technology Services department handles all software and hardware needs, as well as technological and networking issues for both employees and students who rely heavily on computer systems across our campuses. Technical support — which includes help with computer hardware and software technical problems, email, audio-visual needs and more — is available to everyone at SAIT, whether the problem occurs at home or on-campus.

The Opportunity

We are hiring a Manager, Service Desk to lead the service desk team as the face of Information Technology Services (ITS), serving up to 30,000 end-users daily across several physical locations.

In this leadership role, the incumbent will oversee a team of supervisors and service desk staff, managing Tier 0 through Tier 2 of the ITIL stack. This includes the call center, walk-up support desk, deskside and classroom support, the IT student work-integrated learning program, and the ITSM module.

As a key contributor to SAIT's digital transformation, this role will help to modernize IT services through innovation, new automations and the expansion of self-service tools and a robust knowledge base. The incumbent will be responsible for establishing efficient service standards and processes, developing SLAs aligned with business needs, reporting on performance metrics, and leading driving continuous improvement across incident and change management.

The Manager, Service Desk collaborates closely with ITS leadership to ensure sustainable, responsive and service-focused IT services that support the needs of SAIT’s dynamic and technologically diverse campuses.

The Role

• Governance and Process:
• Develop and maintain IT operations processes with business units
• Create and monitor SLAs
• Contribute to campus IT governance
• Implement industry best practices for IT and project management
• Align activities with campus security, FOIP, and financial standards
• Ensure fiscal responsibility

• Strategy and Planning:
• Develop and mature the IT organization
• Implement automations
• Collaborate with partners to optimize teaching and learning environments
• Stay updated on technology and trends

• Manage Business and Academic Partnerships:
• Design support arrangements with schools and departments
• Identify value-add opportunities and align with organizational goals

• Managerial and Leadership:
• Lead employees through performance management and development
• Plan staffing levels, including hiring and training
• Handle employee dismissals when necessary
• Connect strategic vision to day-to-day operations
• Ensure training and succession planning within the team
• Collaborate with other management to further SAIT's mission

• Reporting and Metrics:
• Generate reports for dashboards
• Align metrics with SLAs and report to senior management

• Resourcing and Budgeting:
• Plan resources and demand forecasting
• Recommend and recruit additional staff and consultants
• Plan annual spending on capital assets and supplies
• Contribute to budgeting and capital planning

Qualifications & Experience

• Diploma or Degree in a technology-related discipline
• Minimum 10 years of experience in IT and customer service. A combination of relevant education and experience will be considered.
• 5 years working on a service desk
• 5 years leadership experience
• Experience leading major incidents in a high-demand environment.
• Proficient in IT service management (ITSM) practices and terminology.
• ITIL Fundamentals certification is required. Intermediate or higher-level certification is preferred
• Hands-on experience with process designand service improvement initiatives
• Experience managing operational budgets
• Demonstrated ability to coach and mentor, particularly entry-level employees and new leaders
• Valid Class 5 driver's license

• Formal business or leadership training is an asset
• Minimum of 2 years' experience in the higher education or public sector is preferred
• Experience with ServiceNow ITSM and certification is an asset
• Exposure to a variety of trades-related software applications is preferred
• Experience with common reporting tools is an asset

Skills Required

• Strong leadership and team management abilities.
• Strong foundation in IT service delivery with a passion for innovation.
• Customer-focused approach with a commitment to service excellence.
• Proven incident management and escalation handling skills.
• Deep understanding of ITIL and ITSM practices.
• Process design and continuous improvement mindset.
• Ability to coach, mentor, and develop staff at various career stages.
• Budget planning and financial oversight experience.
• Excellent interpersonal and communication skills.
• Analytical thinking with experience in reporting and performance metrics.
• Ability to collaborate effectively across departments and diverse teams.

Job classification: M1100 - Manager

Salary range: $110,000 - $120,000

Paid Leave: 4 Weeks Vacation / 14 Flex Days per year

# of positions: 1

Hours Per Week: 37.5

Posting closing date: June 4, 2025

About SAIT

SAIT is a global leader in applied education. Named one of Alberta’s Top Employers, we offer the chance to work with a purpose — preparing the next generation of industry leaders, entrepreneurs, advocates and explorers.

Building on our 100+ year history, we’re looking for innovative, bold and collaborative employees who embrace change and deliver world-class customer experiences. Your future starts now at SAIT.

Community and Belonging is essential to achieving SAIT’s vision to be a global leader in applied education. It creates the conditions for a healthy campus where everyone feels welcome, respected and empowered to succeed. SAIT values fairness, shared accountability and the importance of representation. The institution expects a commitment from its students and employees to continuously develop an equitable and inclusive mindset that celebrates diverse experiences and perspectives. Learn more about Community and Belonging at SAIT.

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