Job Description

Help Desk Manager

Full-Time | Permanent

$100,000-$120,000

Do you have 3+ years leading, mentoring, coaching and managing high performing teams? Do you have a background in technical support and IT?

Have you successfully implemented processes and SLAs—and ensured they’re consistently met?

If so, this opportunity may be a great fit for you.

The Role

Our client, a respected leader in their industry, is seeking a Help Desk Manager to oversee a dedicated team and manage the day-to-day operations of their Help Desk environment. The organization prides itself on its inclusive, equitable culture and commitment to delivering exceptional service in everything they do.

• Act as the main escalation point and subject matter expert for complex technical issues, ensuring prompt and effective resolution.
• Lead and mentor Help Desk team members through coaching, feedback, and performance management to promote engagement, accountability, and professional development.
• Oversee daily operations, including scheduling, workload allocation, and ensuring consistent service coverage during business and after-hours periods.
• Champion continuous improvement initiatives aligned with ITSM best practices to enhance efficiency, service delivery, and compliance.
• Maintain high ticket management standards by ensuring accurate documentation, timely resolutions, and adherence to SLAs.
• Manage resource planning, recruitment, and performance review processes to ensure the team’s capacity, development, and outcomes align with organizational goals.

Qualifications

• Minimum of 6 years’ experience in IT support or service operations, including 2+ years in a supervisory or management role.
• Proven leadership and interpersonal skills with a strong commitment to client service and team collaboration in a fast-paced environment.
• Hands-on technical proficiency in troubleshooting and supporting computer hardware, software, and the Microsoft 365 suite.
• Highly organized, detail-oriented, and able to make sound decisions while managing competing priorities with discretion and professionalism.
• Post-secondary education in Information Technology or a related field, or equivalent combination of training and experience.

Expected Compensation: CAD $100,000.00 - $120,000.00

Existing Position Vacancy: Yes

I really look forward to hearing from you, but please understand that I will only be contacting those that are applicable for the role!

Options Consulting Solutions is an equal opportunity employer and welcomes applications from all individuals. Applicants selected for an in-person interview will be asked whether specific accommodations are needed to support a personal disability.

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