Job Title: Service Manager – IT Managed Services

Location: Toronto, Ontario CA

Job Type: Permanent/Full-Time + Benefits

Job Description:

As Service Manager, you will be responsible for all aspects of the Service Desk, to include oversight and high-level technical assistance and oversight to the Service Desk team whilst ensuring all client support standards are met.


  • Manage the service desk team’s daily activities, workload and ticket queue
  • Function as single point of contact for root cause and resolution for escalated issues
  • Manage the dispatch process of service requests
  • Manage projects and migrations for customers
  • Manage Delivery lifecycle
  • Assess Support resources and increase productivity of the team.
  • Communicate with all parties in a constructive manner to ensure client satisfaction
  • Maintain awareness of all outstanding customer pre- and post-delivery issues and update status to clients as required.
  • Perform customer follow-ups.
  • Interface with appropriate parties for client issues that cannot be resolved.
  • Provide reporting and metrics for Service Desk, Projects, Initiatives, etc.
  • Manage the development of the team by fostering technical and professional growth
  • Drive problem root cause analysis and resolve as required.
  • Ensures all risks are identified, communicated and mitigated.
  • Design and maintain Documentation for the service desk team.
  • Managing the change and implementation process.
  • Manage RMM (Remote Monitoring Management) tools

Additional Duties and Responsibilities:

  • Identify areas for improvement
  • Continually seek to increase client satisfaction and relationship building.
  • Ensure consistency of all systems through creation, maintenance and enforcement of standards/procedures.
  • Communicate escalated issues to clientele– keep them informed, notifying pending changes, outages, projects etc.
  • Maintain specific knowledge of the customer and how our service relates to their business strategy and goals.
  • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
  • Involvement in architecture and deployment of solutions.
  • Conduct performance evaluations with the Service Desk team.
  • Develop training and improvement programs.
  • Facilitate Service Desk Meetings along with Service Reviews.
  • Document internal processes and procedures.
  • Responsible for entering time and expenses in ConnectWise as they occur.
  • Review and approve the service desk team’s time and expense sheets in ConnectWise.
  • Enter all work as activities, service tickets, or project tickets in ConnectWise.
  • Remain up-to-date with current and future trends emerging in the industry.

Knowledge, Skills, and/or Abilities Required:

  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
  • Clear communication
  • Strong technical skills within Windows Server, O365, SharePoint, Exchange, OneDrive, etc.
  • Business awareness – taking a consultative approach
  • Cross-functional management methods and techniques.
  • Industry applications, processes, software, and equipment (ideally Law)
  • Strong organizational, presentation, and customer service skills.
  • Strategic Planning
  • People Leader
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Ability to multi-task / adapt quickly.
  • Ability to work in a team and communicate effectively.
  • Service awareness of all organization’s key services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.

Educational/Vocational/Previous Experience Recommendations:

  • BA/BS, preferably in computer science, business administration or a related field.
  • MBA/MS preferred but not required.
  • 5+ years of IT or related experience.
  • 2+ years of management experience.

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