IT Service Desk Manager — Lead & Elevate Support

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

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