IT Service Manager

Dexterra; Mississauga; On-site; CAD 105,000 - 125,000; Full time

Job summary

Dexterra Group in Mississauga is seeking an IT Service Manager to own the service delivery function, raise the bar for end-user support, and drive a culture of accountability.

You will lead the Service Desk, coach staff, manage an outsourced provider, and improve processes, SLAs and user experience across the organization.

Strong ITIL background, Microsoft 365 and ServiceNow experience are required; this role spans multiple locations and growth opportunities.

Qualifications

• 5+ years of progressive experience in IT support, Service Desk operations or IT service delivery.
• 3+ years leading people, a support function or service delivery.
• Strong experience with IT service management, incident management, escalations and continuous improvement.
• Hands-on experience with Microsoft 365, Entra ID, Intune, ServiceNow or comparable enterprise technologies.
• Experience managing outsourced service providers and vendor performance.
• Strong communication and relationship-building skills, with the professional presence and credibility to influence stakeholders at all levels.
• A demonstrated ability to improve processes, service standards and the end-user experience.
• Experience supporting geographically distributed operations.
• ITIL certification or practical ITIL/ITSM experience.

Responsibilities

• Lead the Service Desk and create a culture of ownership, responsiveness and follow-through.
• Coach internal support staff and manage our outsourced Service Desk provider.
• Take ownership of escalations, recurring issues and service challenges.
• Improve support processes, service levels and the end-user experience.
• Use service trends, metrics and feedback to identify problems and drive improvements.
• Reduce recurring issues through better processes, automation, self-service and knowledge sharing.
• Build strong relationships across Operations, functional teams and IT.
• Support technology changes, new locations, acquisitions, onboarding and other business initiatives.
• Manage key service vendors and hold them accountable for performance.

Skills

IT service management

Incident management

Vendor management

Communication

Leadership

Continuous improvement

Distributed operations

ITIL

Tools

ServiceNow

Microsoft 365

Entra ID

Intune

Job description

• Compensation: CAD 105,000 - CAD 125,000 - yearly

Company Description

WHO ARE WE?

Dexterra Group (TSX: DXT)is a leading provider of support services and infrastructure support solutions across Canada and the United States. Through our diverse businesses, we deliver facilities management, food services, remote workforce accommodations, forestry services, and other operational solutions that help organizations operate safely, efficiently, and sustainably.

For more than 80 years, Dexterra has supported clients across a wide range of industries and environments, from commercial and institutional facilities to remote worksites and natural resource operations. We are committed to delivering exceptional service while creating meaningful opportunities for our people, clients, and communities.

Work That Matters, People Who Care.

Job Description

WHAT'S THE ROLE

Great IT service is about more than resolving tickets. It is about ownership, responsiveness and earning the trust of the people you support.

We’re looking for an IT Service Manager who can take ownership of our service delivery function and raise the bar for the end-user experience. Someone with a great attitude, strong professional presence and a genuine service mindset who is ready to challenge what is not working and make it better.

You’ll lead our Service Desk and work closely with internal teams and our outsourced service provider to strengthen accountability, improve service levels and make support easier and more effective for the people who rely on it.

WHAT YOU'LL DO

• Lead the Service Desk and create a culture of ownership, responsiveness and follow-through.
• Coach internal support staff and manage our outsourced Service Desk provider.
• Take ownership of escalations, recurring issues and service challenges.
• Improve support processes, service levels and the end-user experience.
• Use service trends, metrics and feedback to identify problems and drive improvements.
• Reduce recurring issues through better processes, automation, self-service and knowledge sharing.
• Build strong relationships across Operations, functional teams and IT.
• Support technology changes, new locations, acquisitions, onboarding and other business initiatives.
• Manage key service vendors and hold them accountable for performance.

Qualifications

WHO WE'RE LOOKING FOR

You’re someone who takes ownership, builds strong relationships and credibility across the business, and gets things done. You understand IT service delivery, but you also know that excellent service comes down to people, communication and follow-through.

You bring:

• 5+ years of progressive experience in IT support, Service Desk operations or IT service delivery.
• 3+ years leading people, a support function or service delivery.
• Strong experience with IT service management, incident management, escalations and continuous improvement.
• Hands-on experience with Microsoft 365, Entra ID, Intune, ServiceNow or comparable enterprise technologies.
• Experience managing outsourced service providers and vendor performance.
• Strong communication and relationship-building skills, with the professional presence and credibility to influence stakeholders at all levels.
• A demonstrated ability to improve processes, service standards and the end-user experience.
• Experience supporting geographically distributed operations.
• ITIL certification or practical ITIL/ITSM experience.

Additional Information

WHAT’S IN IT FOR YOU?

• Be part of an industry that's more important than ever!
• Award winningsafetyculture.
• Supportiveteamenvironment with room to grow together.

Dexterra Groupis an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status, Indigenous status, or any other legally protected factors. Special needs accommodation is available upon request at all stages of the selection process.

We thank all applicants for their interest and will contact those candidates selected for interview.

Note, we are not accepting candidates from recruitment agencies.

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