Description
Our client is seeking an experienced IT Service Desk Manager to lead and elevate its IT support organization across multiple North American locations. This is a hands-on leadership opportunity for someone who enjoys building structure, improving processes, developing teams, and delivering exceptional customer service in a fast-paced, 24/7 operational environment.

The ideal candidate has experience implementing IT service management best practices, leading technical support teams, and driving continuous improvement through metrics, documentation, and operational excellence.


Key Responsibilities

+ Lead and mentor the IT Service Desk team, establishing accountability, performance expectations, and a customer-first culture.

+ Manage daily service desk operations, staffing, scheduling, escalations, and support coverage for a 24/7 environment.

+ Implement and optimize ITSM processes, including incident, request, problem, and ...