Manager, IT Service Desk - North America

IKO North America; Mississauga; On-site; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Manager for their IT Service Desk to lead a dedicated team in delivering exceptional support services. This role emphasizes continuous improvement, ensuring high customer satisfaction while managing a diverse team across multiple sites. The ideal candidate will bring extensive experience in IT management, strong leadership skills, and a commitment to best practices. Join a forward-thinking company that values quality and integrity, offering a competitive compensation package and comprehensive benefits, including health and wellness support. This is a fantastic opportunity for those looking to make a significant impact in a stable environment.

Benefits

Dental Insurance

Vision Insurance

Medical Insurance

Life Insurance

Health Spending Account

Mental Wellness Support

Retirement Savings Plan (RRSP)

Qualifications

• 5-10 years of IT/Service Desk management experience in a multi-site environment.
• Proficiency with servers, networking, mobile devices, and asset management.

Responsibilities

• Oversee support and service delivery, ensuring SLAs are met/exceeded.
• Drive continuous service improvement and monitor performance metrics.
• Manage day-to-day operations of the Service Desk team.

Skills

IT Service Desk Management

Incident Management

Hardware Support

Application Support

Leadership Skills

Troubleshooting

Communication Skills

Organizational Skills

Education

ITIL Certification

Tools

Asset Management Tools

Data Center Technologies

Networking Technologies

Telephony Systems

Job description

Manager, IT Service Desk - North America

Join to apply for the Manager, IT Service Desk - North America role at IKO North America

IKO Industries Ltd. is a market leader in manufacturing roofing and building materials. We are a Canadian-owned business with global production facilities, committed to quality, integrity, and trustworthiness. We value hiring individuals who embody these principles.

Job Description

Reporting to the Director, Global Service Desk, the Manager, Service Desk oversees support and service delivery, including incident management, hardware and application support, end-user support, and escalations. The role involves resource management, ensuring timely and effective responses to meet or exceed SLAs and KPIs, and improving user experience. This position leads a geographically dispersed team and is based fully onsite in Mississauga.

What’s In It For You

• Competitive compensation package (Range – TBD)
• Benefits including dental, vision, medical, life insurance, health spending account, and mental wellness support
• Retirement savings plan – RRSP
• Opportunity to work with a stable industry leader

Key Responsibilities

• Drive continuous service improvement and innovation, ensuring SLAs are met/exceeded
• Analyze and report on performance metrics
• Respond promptly to incidents and requests
• Provide desktop support and manage technologies like networks, remote access, telephony, conferencing
• Ensure high first contact resolution and customer satisfaction
• Monitor and maintain site-based technology reliability
• Promote customer service excellence and team engagement
• Collaborate with stakeholders to mitigate risks
• Manage day-to-day operations of the Service Desk team
• Identify process improvement opportunities and provide coaching and training
• Implement Problem Management practices and develop escalation procedures
• Define and monitor KPIs and success metrics
• Maintain hardware and software inventory
• Contribute to departmental strategy and budgeting
• Develop a technology roadmap aligned with company goals
• Build relationships with stakeholders to meet their needs

Ideal Candidate

• 5-10 years of IT/Service Desk management experience in a multi-site environment
• 3-5 years of experience managing teams
• Proficiency with servers, networking, mobile devices, asset management, and data center technologies
• Broad IT knowledge across hardware and software
• Strong troubleshooting, leadership, communication, and organizational skills
• Experience supporting onsite and remote users globally
• Adherence to IT best practices and policies
• ITIL certification preferred

Additional Information

Travel up to 15% across North America. IKO supports diversity and is an equal opportunity employer, committed to an inclusive environment and providing accommodations upon request.