IT Service Desk Manager — Lead, SLA & ITIL Excellence

Kraken Robotics; Dartmouth; Remote; CAD 90,000 - 120,000; Full time

Job summary

Kraken Robotics in Dartmouth, Nova Scotia is seeking a Manager, IT Service Desk to lead a team delivering high-quality IT support to the entire organization. You will manage service desk operations, ensure SLAs are met, drive ITSM process improvements, and coordinate with IT teams on incidents, deployments and projects.

The ideal candidate has 6+ years IT support experience, 2+ years in a supervisory role, strong ITIL knowledge, excellent communication, and a customer-focused mindset.

Qualifications

• At least 6 years of IT support experience with at least 2 years in supervisory or managerial role.
• Strong knowledge of ITSM frameworks (e.g., ITIL) and best practices.
• Demonstrated ability to lead, motivate, and develop technical teams.
• Excellent problem-solving, organizational, and analytical skills.
• Strong communication and interpersonal skills, with a customer-service orientation.
• Experience with ticketing systems, remote support tools, and IT asset management platforms.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead, mentor, and develop a team of IT Service Desk staff, including hiring, training, scheduling, and performance management.
• Oversee day-to-day operations, ensuring timely and effective resolution of service requests, incidents, and escalations to manage / prevent ticket backlogs.
• Oversee user administration, desktop / laptop deployment, and end-user computing support for on-site and remote users.
• Act as the primary escalation point for complex or high-impact requests, incidents, and/or projects coordinating with other IT teams as needed.
• Ensure all end user systems are up to date with the latest patches, firmware updates, and configurations.
• Provide after-hours or on-call support as required for critical business operations.
• Develop, document, and maintain standard operating procedures and policies for the service desk.
• Collaborate with stakeholders to define and communicate service level agreements, KPIs, and performance expectations.
• Implement and maintain ITIL best practices and ensure adherence to organizational standards and regulatory requirements.
• Lead or contribute to IT projects, such as system migrations or upgrades, ensuring clear project plans, timelines, and deliverables.
• Contribute to the organization's IT roadmap by collaborating with cross functional teams in identifying and implementing new tools, solutions, and improvements that align with business objectives.

Skills

ITIL knowledge

Leadership

Problem-solving

Communication skills

Multi-tasking

Education

Bachelor's degree in computer science or information technology

IT related post-secondary degree or diploma

Tools

Ticketing system

Remote support tools

Asset management platforms

Job description

Kraken Robotics in Dartmouth, Nova Scotia is seeking a Manager, IT Service Desk to lead a team delivering high-quality IT support to the entire organization. You will manage service desk operations, ensure SLAs are met, drive ITSM process improvements, and coordinate with IT teams on incidents, deployments and projects.

The ideal candidate has 6+ years IT support experience, 2+ years in a supervisory role, strong ITIL knowledge, excellent communication, and a customer-focused mindset.