Senior Service Desk Leader – Coaching & 24/7 Ops

STACK IT Recruitment Inc.; Windsor; On-site; CAD 75,000 - 110,000; Full time

Benefits offered by this job

Health benefits

RRSP matching

Paid time off

Professional development

Job summary

STACK IT Recruitment Inc. is seeking a Service Desk Manager to lead Tier 1 and Tier 2 technicians in a managed IT services environment. You will coach, develop, and motivate the team while maintaining high client satisfaction and strong incident handling.

You’ll partner with operations leadership to improve processes, own the P1/major incident lifecycle, and build KPI dashboards for executive reporting. This on-site Windsor role supports a 24/7 schedule and on-call rotation.

Qualifications

• 5+ years leading a service desk or technical support team.
• Proven experience hiring, coaching and scheduling across a multi-shift team.
• Experience leading client escalation and service recovery calls.
• Experience owning a P1 or major incident process, including post-incident reviews and problem management.
• Knowledge of PSA/ITSM tooling and SLA management (e.g., ConnectWise).
• Experience building KPI reporting for senior stakeholders.
• Comfortable representing the service desk in governance forums such as a Change Advisory Board.
• Clear, professional written and verbal communication with clients and senior leadership.

Responsibilities

• Lead and develop service desk technicians through monthly one-on-ones, development plans and call reviews.
• Manage multi-shift scheduling for 24/7 coverage, including holiday planning and the alerting rotation in tools such as Signl4.
• Hire and onboard new technicians, including ramp plans, shadowing and certification paths.
• Act as the escalation point for client experience issues, including direct client calls and service recovery.
• Oversee the Priority 1 incident process, from prompt action and stakeholder communication through to post-mortems and problem tickets.
• Supervise the Dispatch Coordinator, who manages queue health, aging tickets and SLA adherence.
• Lead the daily Operations stand-up as a member of the Operations Leadership Team, setting the day's priorities.
• Represent the service desk at the Change Advisory Board and in process improvement and automation reviews.
• Build and maintain KPI dashboards in BrightGauge, tracking call statistics and client satisfaction trends for senior management.

Skills

Leadership

Coaching

Scheduling

Client escalation

Communication

Tools

ConnectWise

BrightGauge

Job description

STACK IT Recruitment Inc. is seeking a Service Desk Manager to lead Tier 1 and Tier 2 technicians in a managed IT services environment. You will coach, develop, and motivate the team while maintaining high client satisfaction and strong incident handling.

You’ll partner with operations leadership to improve processes, own the P1/major incident lifecycle, and build KPI dashboards for executive reporting. This on-site Windsor role supports a 24/7 schedule and on-call rotation.