Job Description:This job posting is for a current vacancy with our client.We are seeking an experienced Service Desk & IT Operations Manager to lead service delivery and IT operations within a fast-paced, professional services environment.A core focus of this role is the implementation, alignment, and continuous improvement of service desk processes in accordance with ITIL/ITSM best practices. The successful candidate will optimize incident, request, and change management workflows, define and monitor ITSM KPIs, and ensure service delivery meets established performance and compliance standards.The role involves monitoring support services through end-user feedback, trend analysis, and reporting to drive continuous improvement and operational efficiency. Ensuring service desk tickets meet quality standards, including accurate logging, complete documentation, and resolution within defined SLAs, is a key responsibility.In this role, you will:· Establish, define, and evolve baseline service metrics and KPIs to measure performance across incident, request, and change management processes.· Drive a strong culture of continuous improvement, using data, reporting, and trend analysis to enhance service quality, efficiency, and end-user experience.· Perform root cause analysis on recurring incidents and service issues, identifying underlying problems and implementing preventative and long-term corrective actions.· Lead the alignment, implementation, and ongoing optimization of ITSM processes and best practices, ensuring consistent, scalable, and compliant service delivery.· Monitor service performance through end-user feedback, operational reporting, and KPI analysis to identify improvement opportunities and service gaps.· Provide hands-on escalation support for complex hardware and software issues, including troubleshooting, research, and resolution.· Lead, coach, and develop Service Desk staff, with a strong focus on people management, performance coaching, skill development, and engagement.Requirements:· Minimum 2 years of experience in a people management role· Post-secondary degree or diploma in IT, or equivalent experience· Demonstrated experience leading, coaching, and developing technical support teams, including performance management, feedback delivery, and skills development· Hands-on experience implementing ITSM processes· ITIL certification(s) are strongly preferredThe interview process …If you're interested in pursuing this role, please apply to this posting. If you are selected for the next stage, I will contact you for an initial discussion. This will be a chance for us to discuss the job requirements in greater detail, as well as your career goals and preferences for your next position. We can also discuss other opportunities which may fit what you're looking for.Please feel free to reach out and find me on LinkedIn by searching my name: Tanvi KrishnaCompensation & benefits …This is a full-time and permanent position that includes a base salary between $100k - $120k, a pension plan, wellness plan, extended health and dental benefits, and paid vacation time. This position is bonus eligible as well.Our specialized recruiting professionals apply their expertise and utilize our proprietary AI to find you great job matches faster
