Manager of Service Desk
Vena Solutions
About the role
About
Take a leadership role at Vena as a Manager of Service Desk, driving high-quality IT service delivery in a hybrid work environment. Optimize support operations and enhance user experience while leading a dedicated team.
In this full-time position based in Toronto, you will lead end-user support operations and mentor a team of analysts. Your deep understanding of ITSM frameworks and service management will ensure efficient issue resolution, uphold service level agreements, and improve overall communication. Collaborate with IT and business stakeholders to enhance service delivery and drive continuous improvement.
Key Responsibilities
- Manage daily service desk operations to meet SLAs
- Oversee ticket queues and priority escalations
- Hire and coach a high-performing support team
- Set the strategic direction aligned to business needs
- Enhance service quality through automation and self-service
Requirements
- 5+ years in IT support/service desk leadership
- Strong ITIL knowledge in service management processes
- Experience with ITSM platforms like ServiceNow
- Proven stakeholder management and communication skills
- Interest in AI-driven solutions and service enhancements
Lead Vena's Service Desk team to transform user support and drive operational excellence.
Skills
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