Help Desk Manager

yardsticktechnologies; Edmonton; On-site; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive Salaries

Health, Dental, and Vision Insurance

Retirement Savings Plan with up to 3%

3 Weeks Paid Time Off + 11 Alberta/BDH

Certification Reimbursement

Paid Parking

Job summary

Yardstick Technologies in Canada is seeking a Help Desk Manager to lead a team of Tier 1 Service Desk Analysts and partner with the Director of Service Delivery to deliver outstanding customer experiences. You will oversee daily operations, set KPIs, coaching, performance reviews, and ensure timely responses across phone, email, and tickets while maintaining service levels.

Open to after-hours support, on-call rotations, and up to 10% travel; competitive salaries and full benefits accompany this

Qualifications

• 5+ years of experience in customer service or IT support.
• Experience leading teams and coaching.
• Experience training technical staff.
• Proven ability to manage performance and KPIs.

Responsibilities

• Provide leadership on daily operational challenges and customer service issues.
• Conduct regular one-on-one meetings, performance reviews, coaching sessions, and development conversations.
• Lead performance management activities including coaching plans and disciplinary processes when required.
• Ensure staff provide a positive customer experience via phone, email, and tickets.
• Monitor KPIs, SLAs, ticket queues, and ensure timely resolution of requests.
• Act as escalation point for customer concerns and service delivery issues.
• Collaborate with leadership to improve processes and service delivery standards.
• Provide Service Desk support and operational assistance as needed.

Skills

Leadership

Coaching

Customer service

IT support

Performance management

Communication

Training

Scheduling

Tools

Service desk software

Job description

Looking for a workplace that values excellence and simplicity? At Yardstick Technologies, we excel in delivering top-notch solutions while simplifying complex challenges. We listen to our clients and team members, care about your growth, and celebrate every success together. Join us and make a real impact!

Our Story:

Yardstick Technologies, founded in 2008, leads IT outsourcing for small and medium businesses in Western Canada. We help businesses make smart technology decisions to further their strategies. Our fixed-fee services include managed IT solutions, cloud computing, Backup and Disaster Recovery, IT strategy, and consulting. We believe technology should help your business “WIN” and be part of a greater vision. Many small businesses trust us as their IT partner.

What You’ll Be Doing:As a Help Desk Manager, you will work closely with the Director of Service Delivery to lead and develop a team of Tier 1 Service Desk Analysts while delivering exceptional customer experience. This role is responsible for overseeing the daily operations of the Contact Centre, ensuring service levels are achieved, team members are supported and developed, and customers receive timely and effective service.

What You’ll Be Working On:

• Provide leadership and guidance on daily operational challenges and customer service issues.
• Conduct regular one-on-one meetings, performance reviews, coaching sessions, and development conversations.
• Lead performance management activities, including employee recognition, coaching plans, corrective actions, and disciplinary processes when required.
• Ensure staff consistently provide a positive and professional customer experience through phone, email, and ticket interactions.
• Monitor and hold team members accountable to key performance indicators (KPIs) and service level objectives.
• Ensure live call answer targets are achieved through effective scheduling, queue monitoring, and workload management.
• Monitor ticket queues and actively manage ticket aging to ensure timely resolution of customer requests.
• Track and improve customer response times and service delivery metrics.
• Conduct regular quality assurance reviews and audits of tickets, customer interactions, and documentation.
• Identify coaching opportunities and training needs through performance reviews and quality audits.
• Support recruitment, onboarding, training, and development initiatives.
• Act as an escalation point for customer concerns, service delivery issues, and team support.
• Collaborate with leadership to improve processes, service delivery standards, and overall operational effectiveness.
• Provide Service Desk support and operational assistance as required to meet business needs.
• Employee flexibility is required to meet the demands of the business.

What We’re Looking For:

• 5+ years of experience in customer service, IT support, service desk operations, or an MSP related field.
• Previous leadership, supervisory, coaching, or mentoring experience.
• Experience training and developing technical teams.
• Demonstrated ability to manage employee performance and hold team members accountable to expectations and KPIs.
• Strong customer service, relationship-building, and conflict-resolution skills.
• Excellent leadership, communication (verbal and written), and interpersonal skills.
• Excellent organizational, time management, and prioritization skills.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Experience with service management and ticketing platforms.
• Ability to analyze performance data, identify trends, and implement improvement plans.
• Valid Class 5 Driver's License (or equivalent) and a reasonably clean driving record.

Additional Requirements:

• Open and flexible schedule with willingness to support occasional after-hours work, maintenance windows, and emergency escalations.
• Participate in an on-call escalation rotation and support after-hours maintenance activities when required.
• A valid driver's license with the ability to travel up to 10% of the time for customer engagements, project implementations, and site visits.

Physical Requirements (include but are not limited to):

• Ability to lift heavy IT equipment including but not limited to desktops, printers, workstations, and UPS etc. up to 50 lbs. without assistance.

Our Employee Perks:

• Competitive Salaries.
• Comprehensive Health, Dental, and Vision Insurance.
• Retirement Savings Plan with up to 3% Company Matching.
• 3 Weeks of Paid Time Off Annually, plus 11 Days Off on Alberta Holidays.
• Certification Reimbursement.
• Paid Parking.