Service Desk Manager: Private MSP for Multi-Portfolio IT

White Owl Family Office Group; Markham; On-site; CAD 85,000 - 110,000; Full time

Job summary

White Owl Group is building an in‑house Private MSP to serve portfolio companies. The Service Desk Manager will design and run the service desk, set SLAs, and lead a small team across multiple entities in Markham, Ontario.

You will coordinate escalations with infrastructure teams, manage IT operations, and report on performance while working with senior leadership. Candidate must have MSP experience and strong ITSM skills.

Qualifications

• Minimum 5 years of IT support experience.
• Minimum 2 years in a supervisory or MSP service delivery role.
• Experience supporting multiple clients or portfolio companies.
• Familiarity with ITSM frameworks and ticketing platforms.

Responsibilities

• Lead the service desk function for multiple portfolio companies.
• Define SLAs and manage escalation workflows.
• Build and mentor a growing team of service desk technicians.
• Maintain and optimize ITSM platform configurations and runbooks.
• Report on service desk metrics and drive continuous improvements.

Skills

IT support

Team leadership

MS 365

Azure AD/Entra

AD & RBAC

Networking basics

ITSM

MSP exposure

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Jira Service Management

Zendesk

HaloPSA

Job description

White Owl Group is building an in‑house Private MSP to serve portfolio companies. The Service Desk Manager will design and run the service desk, set SLAs, and lead a small team across multiple entities in Markham, Ontario.

You will coordinate escalations with infrastructure teams, manage IT operations, and report on performance while working with senior leadership. Candidate must have MSP experience and strong ITSM skills.