IT Helpdesk Manager

Gateway Services Inc.; Guelph; On-site; CAD 75,000 - 90,000; Full time

Job summary

A compassionate aftercare service provider in Guelph is seeking an IT Helpdesk Manager to lead and develop the Helpdesk team. The role involves ensuring exceptional support for employees, monitoring performance, and driving operational excellence. Ideal candidates will have over 5 years of IT experience and proven leadership in a Helpdesk function. The company offers competitive salary and benefits, along with a supportive culture promoting growth.

Benefits

Competitive salary

Comprehensive benefits package

Paid time off

Opportunities for growth

Qualifications

• 5+ years of IT experience, strong foundation in customer service.
• 2+ years of leadership experience in Helpdesk or IT support.
• Hands-on troubleshooting experience.

Responsibilities

• Lead and mentor the Helpdesk team for exceptional support.
• Monitor ticket volume and key performance indicators.
• Oversee documentation and improvements to Helpdesk processes.
• Serve as a bridge between end-users and technical teams.
• Build and maintain a knowledge base.

Skills

Customer service foundation

Leadership experience

Microsoft 365 proficiency

IT security protocols

ServiceNow ITSM knowledge

Communication skills

Multitasking

Tools

ServiceNow

Job description

At Gateway, we honour the lives of pets by delivering compassionate, reliable, and respectful aftercare services—helping to create better goodbyes. If you're driven by purpose and thrive in a collaborative, fast-paced environment, we’d love to meet you.

Your Impact

We’re looking for an experienced and people-focused IT Helpdesk Manager to lead and grow our Helpdesk team. Reporting to the Senior Vice President, IT, you’ll set the tone for end-user support across the organization. You’ll act as a key bridge between our team members and our IT organization ensuring strong service standards, clear communication, and meaningful improvements that enhance the employee experience.

If you're a proactive leader who excels at driving operational excellence and empowering IT teams, this is your opportunity to help shape our tech support strategy and make a meaningful impact across Gateway.

What You'll Do

• Lead, manage, and mentor the Helpdesk team to deliver exceptional technical support across the organization.
• Monitor ticket volume and key performance indicators, ensuring SLAs are met and team members are supported.
• Oversee documentation, audits, and improvements to Helpdesk processes in alignment with ITIL standards.
• Serve as the communication bridge between end-users and technical teams, promoting the Helpdesk’s value at all levels of the organization.
• Escalate and resolve software, hardware, and third-party system issues, collaborating closely with the information systems and development teams.
• Build and maintain a knowledge base to empower self-service and improve efficiency.
• Conduct regular check-ins and performance reviews, creating growth opportunities and a culture of accountability and support.
• Recruit, train, and develop Helpdesk staff, fostering a collaborative, service-oriented environment.
  
  

What You Bring

• 5+ years of IT experience, with a strong foundation in customer service.
• 2+ years of proven leadership experience in a Helpdesk or IT support function.
• Hands-on experience with Microsoft 365, IT security protocols, and hardware/software troubleshooting.
• Strong working knowledge of ServiceNow ITSM platform (admin, config, and use).
• Understanding of ITIL standards and service management best practices.
• Excellent communication and interpersonal skills—especially with non-technical stakeholders.
• Ability to prioritize, multitask, and manage competing demands in a fast-paced setting.
  
  

Why Join Gateway?

We’re more than a tech team—we’re a compassionate, purpose-driven company that supports pet families across North America. As part of Gateway, you’ll be joining a company that values innovation, service excellence, and continuous improvement.

We offer:

• Competitive salary
• Comprehensive benefits package (health, dental, vision).
• Paid time off and wellness days.
• Opportunities for growth and professional development.
• A supportive team culture where your work makes a real difference.
  
  

Diversity, Equity & Inclusion

At Gateway, we value diverse backgrounds, perspectives, and experiences. We are committed to providing accessible employment practices and fostering an inclusive culture. If you require accommodation during any stage of the recruitment process, please contact [e-mail] .

Apply today and help us create meaningful memories for pet families during some of their most tender moments.