Service Desk Manager

Butterfield Group; Halifax; On-site; CAD 80,000 - 110,000; Full time

Benefits offered by this job

Comprehensive benefits

Learning and development opportunities

Job summary

Butterfield Group in Halifax, Canada, is looking for a Service Desk Manager to lead global service desk operations. Responsibilities include managing service performance, ensuring prompt incident resolution, and mentoring the service desk team. The ideal candidate should have over 5 years of IT service management experience, preferably in banking or financial services, and strong ITIL knowledge. Join a collaborative team at a leading offshore bank with opportunities for growth and development.

Qualifications

• Minimum of 5 years’ experience in IT service management and operations, preferably in banking or financial services.
• Minimum of 5 years of leadership or managerial experience overseeing cross-functional and/or geographically dispersed teams.
• Strong understanding of financial services technology operations and support.

Responsibilities

• Monitoring and managing service performance against SLAs, KPIs, ticket quality and user satisfaction metrics.
• Defining, tracking, and refining SLAs, OLAs and KPIs to measure end-user satisfaction and operational efficiency.
• Ensuring prompt resolution of incidents, requests, and escalations.
• Leading, mentoring, and developing service desk team, including performance management, coaching, and development.

Skills

IT service management

Leadership

ServiceNow

ITIL certification

Financial services technology operations

Active Directory

Cloud Computing

Desktop Technologies

Network technologies

Security technology understanding

Job description

Butterfield Support Services (Halifax) Limited provides centralised shared services and support to the Butterfield Group in the areas of Finance and Accounting, Human Resources, Information Technology, Operations, Client Services and Compliance. Operating in multiple jurisdictions, we focus on results, value relationships, and celebrate success. If this sounds like your kind of company, then consider this opportunity to become part of a collaborative team of professionals at the world’s leading, independent offshore bank and trust company.

Service Desk Manager

Reporting to the VP, Regional Infrastructure Manager the Service Desk Manager is responsible for leading global service desk operations, ensuring high-quality support, consistent service delivery, and alignment with organizational, regulator, and business requirements.

About the Team

The IT Service Delivery team is the organisation’s front-line for technology support to our users and business units. It serves as the single point of contact for employees who need help with IT issues, access, hardware, software, and workflow support. It also serves as a single path for technology teams and vendor partners for incident, problem, change and vulnerability management. It is where we manage our technology assets and provide workflows between technology assets. The focus is on rapid resolution, excellent customer experience, and consistent, predictable processes—enabled and streamlined by ServiceNow. Stakeholder engagement and cooperation is key. At its core, IT Service Delivery connects people, process, and technology to create a seamless experience for the business and our users.

Your responsibilities will include:

• Monitoring and managing service performance against SLAs, KPIs, ticket quality and user satisfaction metrics.
• Defining, tracking, and refining SLAs, OLAs and KPIs to measure end-user satisfaction and operational efficiency.
• Ensuring prompt resolution of incidents, requests, and escalations.
• Leading, mentoring, and developing service desk team, including performance management, coaching, and development.
• Ensuring that technology processes and procedures are delivered and operate according to the company policies and procedures.
• Ensuring that there are effective systems for delegation, audit and control.
• Developing and maintaining documentation of standards, knowledge articles, and knowledge management practices.
• Supporting ServiceNow from a service desk perspective by providing input on enhancements, workflows and user experience improvements.
• Other duties as assigned.

Your qualifications and skills include:

• Minimum of 5 years’ experience in IT service management and operations, preferably in banking or financial services.
• Minimum of 5 years of leadership or managerial experience overseeing cross-functional and/or geographically dispersed teams.
• Information Technology Infrastructure Library (ITIL) certification is strongly preferred.
• Experience using ServiceNow from a service desk perspective.
• Experience designing and operating Information Technology Service Management (ITSM) processes.
• Strong understanding of financial services technology operations and support (e.g. Document management systems, banking applications, etc).
• Experience with Active Directory / Windows Service, Cloud Computing Utilisation (IaaS, DaaS, SaaS, and PaaS), Desktop Technologies (e.g. VMWare Horizon and Citrix, etc), MS Exchange, Firewalls, Storage Area Networks, Networking (e.g. Cisco and Cisco Meraki, TCPIP, etc), Telephone (e.g. Mitel PBX), Server and Desktop Virtualisation.
• Understanding of Security technology and methodologies (e.g. threat, intrusion and data loss protection)

Why Butterfield?

Butterfield is a leading, independent offshore bank and trust company. With more than 1,200 financial services professionals across ten international jurisdictions, the Butterfield experience is enhanced by robust learning and development opportunities and comprehensive benefits. Guided by our core values—approachable, collaborative, empowered and impactful—we provide a respectful environment where we value the diversity of our employees and the talents and experiences they bring. With a 160-year tradition of service excellence we empower individuals to achieve their potential and make a positive impact on our business, our clients and our communities.