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Salary: CAD 103,233 - 139,668 / annual
Vena Solutions is seeking an experienced Manager of Service Desk to lead and optimize end-user IT support operations across the organization. This hybrid role is based in Toronto with an expectation of working from the office at least three days per week. You will also manage the physical office in London, UK.
In this strategic leadership position, you will oversee daily service desk operations, manage and mentor a team of support analysts, and serve as a key point of contact for incident and request management. You will collaborate closely with IT teams and business stakeholders to ensure timely issue resolution, maintain service level agreements (SLAs), and enhance the overall user experience through effective communication and process improvements.
Key responsibilities include:
- Running day-to-day service desk operations to meet SLAs and deliver strong end-user experience
- Managing ticket queues and priorities; leading escalations and major incidents with timely stakeholder communication
- Hiring, coaching, and developing a high-performing, customer-focused support team
- Setting and executing service desk strategy and roadmap aligned to business needs
- Improving speed and quality through automation, self-service, and modern support capabilities
- Owning service KPIs and reporting (response/resolution times, CSAT) to guide decisions and improvements
- Driving continuous improvement across service quality, efficiency, and user experience
- Building and maintaining knowledge content to improve first-contact resolution and self-service adoption
- Partnering across infrastructure, application, security, and business teams to align support and accelerate resolution
- Governing ITIL processes (incident/problem/request) and optimizing ITSM tools for scale and insight
Requirements:
- 5+ years in IT support/service desk leadership, building and leading high-performing teams
- Strong ITSM/ITIL knowledge across incident, problem, and request management
- Proven ability to scale service desk operations in a fast-paced enterprise environment
- Hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management) and support tooling
- Strong stakeholder management, communication, and customer service orientation
- Data-driven and strategic mindset; able to use KPIs to drive decisions and continuous improvement
- Experience managing escalations and major incidents to meet SLA targets
- Ability to partner across infrastructure, security, and application teams to improve service delivery
- Interest in AI and willingness to explore AI-driven solutions to enhance performance and drive efficiencies
Preferred qualifications:
- Experience supporting digital transformation initiatives or transitioning to modern workplace technologies (cloud services, SaaS platforms)
- Familiarity with change management frameworks and continuous improvement methodologies
- Experience implementing knowledge management and self-service portals to enhance user experience
