Information Technology Service Delivery Manager

STACK IT Recruitment Inc.; Windsor; On-site; CAD 75,000 - 110,000; Full time

Benefits offered by this job

Health benefits

RRSP matching

Paid time off

Professional development

Job summary

STACK IT Recruitment Inc. is seeking a Service Desk Manager to lead Tier 1 and Tier 2 technicians in a managed IT services environment. You will coach, develop, and motivate the team while maintaining high client satisfaction and strong incident handling.

You’ll partner with operations leadership to improve processes, own the P1/major incident lifecycle, and build KPI dashboards for executive reporting. This on-site Windsor role supports a 24/7 schedule and on-call rotation.

Qualifications

• 5+ years leading a service desk or technical support team.
• Proven experience hiring, coaching and scheduling across a multi-shift team.
• Experience leading client escalation and service recovery calls.
• Experience owning a P1 or major incident process, including post-incident reviews and problem management.
• Knowledge of PSA/ITSM tooling and SLA management (e.g., ConnectWise).
• Experience building KPI reporting for senior stakeholders.
• Comfortable representing the service desk in governance forums such as a Change Advisory Board.
• Clear, professional written and verbal communication with clients and senior leadership.

Responsibilities

• Lead and develop service desk technicians through monthly one-on-ones, development plans and call reviews.
• Manage multi-shift scheduling for 24/7 coverage, including holiday planning and the alerting rotation in tools such as Signl4.
• Hire and onboard new technicians, including ramp plans, shadowing and certification paths.
• Act as the escalation point for client experience issues, including direct client calls and service recovery.
• Oversee the Priority 1 incident process, from prompt action and stakeholder communication through to post-mortems and problem tickets.
• Supervise the Dispatch Coordinator, who manages queue health, aging tickets and SLA adherence.
• Lead the daily Operations stand-up as a member of the Operations Leadership Team, setting the day's priorities.
• Represent the service desk at the Change Advisory Board and in process improvement and automation reviews.
• Build and maintain KPI dashboards in BrightGauge, tracking call statistics and client satisfaction trends for senior management.

Skills

Leadership

Coaching

Scheduling

Client escalation

Communication

Tools

ConnectWise

BrightGauge

Job description

Are you a service desk leader who builds capable, client-focused technicians through structured coaching and development?

We're hiring a Service Desk Manager to join an established managed IT services provider supporting businesses across many industries. The role owns the performance and development of the Tier 1 and Tier 2 service desk, ensuring client issues across multiple environments are resolved with professionalism and empathy. This is a people leadership role for someone who moves comfortably between coaching, structured performance development, client relationship recovery, and service desk process improvement.

You'll have the time to work directly with the team and the latitude to recommend changes to established processes, working closely with operations leadership and clients.

Who You Are

• A people leader whose first priority is coaching and developing technicians, with the discipline to protect that time from a crowded meeting calendar
• A motivator who builds confidence in technicians who are still learning to support many different client environments
• Someone who sees rapport, empathy and client confidence as the true measure of a service interaction, not only the resolution
• A calm, respectful point of escalation who handles difficult client conversations with care
• Location: Windsor, ON (On-site)
• Vacancy Type: This role reflects an existing vacancy
• On-Call: Participation in the management on-call rotation, including occasional after-hours and weekend escalations

What You'll Do

• Lead and develop service desk technicians through monthly one-on-ones, development plans and call reviews
• Manage multi-shift scheduling for 24/7 coverage, including holiday planning and the alerting rotation in tools such as Signl4
• Hire and onboard new technicians, including ramp plans, shadowing and certification paths
• Act as the escalation point for client experience issues, including direct client calls and service recovery
• Oversee the Priority 1 incident process, from prompt action and stakeholder communication through to post-mortems and problem tickets
• Supervise the Dispatch Coordinator, who manages queue health, aging tickets and SLA adherence
• Lead the daily Operations stand-up as a member of the Operations Leadership Team, setting the day's priorities
• Represent the service desk at the Change Advisory Board and in process improvement and automation reviews
• Build and maintain KPI dashboards in BrightGauge, tracking call statistics and client satisfaction trends for senior management

What We're Looking For

• 5+ years of experience leading a service desk or technical support team, ideally within an MSP or 24/7 service environment
• A proven record of hiring, coaching, performance management and scheduling across a multi-shift team
• Experience leading client escalation and service recovery calls
• Experience owning a P1 or major incident process, including post-incident reviews and problem management
• Working knowledge of PSA/ITSM tooling such as ConnectWise, ticketing workflows and SLA management
• Experience building KPI reporting in BrightGauge or a similar tool for senior stakeholders
• Comfortable representing the service desk in governance forums such as a Change Advisory Board
• Clear, professional written and verbal communication with clients, technicians and senior leadership

What Makes This Role Exciting

• Coaching at the Core: Direct reports are kept to the service desk team so that developing technicians remains the priority of the role
• A Voice in How the Desk Runs: SLAs and metrics are established, and leadership actively welcomes a fresh perspective on what could work better
• Client Experience as the Differentiator: The company competes on how clients feel about every interaction, so the standard you set for the desk shapes its reputation
• Direct Line to Leadership: The role reports to the VP of Operations and sits on the Operations Leadership Team
• Paid Time Off: Competitive vacation and personal days to maintain a healthy work-life balance
• Health Benefits: Comprehensive group health benefits to support your overall well-being
• RRSP Matching: Employer contributions to a group RRSP program, supporting your long-term financial security
• Professional Development: Ongoing training, certification support and professional development

We're proud to support diversity and inclusion. Need accommodation during the hiring process? Just let us know — we're here to support you!

AI Use Disclosure

STACK IT uses AI-enhanced tools to support initial candidate screening and interview note analysis. All assessments and hiring decisions remain human-led.