Thales

2 months ago

IT Service Desk Manager, Canada

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Lead and optimize the IT service desk across Canada, ensuring high-quality incident response, ticket triage, and user support. Oversee a team, manage SLAs, and collaborate with IT operations to maintain service continuity in a multi-location environment.

Location: Ottawa

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead the IT Service Desk team across Canada, ensuring timely and effective incident resolution and request fulfillment.
•Develop and enforce ITIL-aligned processes to improve service quality and response times.
•Monitor and report on service metrics, SLAs, and customer satisfaction, taking action to improve performance.
•Collaborate with IT operations, security, and other teams to ensure end-to-end service quality and continuity.
•Mentor and grow the team, manage performance, and drive improvement initiatives across the service desk.

Key Requirements

•5+ years of IT service desk or ITSM leadership experience
•Strong knowledge of ITIL processes and incident/problem/change management
•Proven ability to lead a team and manage performance
•Excellent communication and stakeholder management skills
•Bachelor’s degree or equivalent work experience in IT

Experience:5+ yearsIT servicesITSM

Skills:LeadershipCommunicationProblem-solvingCustomer serviceTeam management

Certifications:ITIL FoundationITIL Practitioner

Languages:English

Tech Stack:ITILServiceNowWindowsActive Directory

Company Brief

Thales

Designs and delivers advanced systems and services for aerospace, defence, security, and digital identity and cybersecurity markets, serving government and commercial customers worldwide.

Industry: Defense Technology

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Paris, France

Founded: 2000

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Thales

2 months ago

IT Service Desk Manager, Canada

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: Ottawa

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead the IT Service Desk team across Canada, ensuring timely and effective incident resolution and request fulfillment.
•Develop and enforce ITIL-aligned processes to improve service quality and response times.
•Monitor and report on service metrics, SLAs, and customer satisfaction, taking action to improve performance.
•Collaborate with IT operations, security, and other teams to ensure end-to-end service quality and continuity.
•Mentor and grow the team, manage performance, and drive improvement initiatives across the service desk.

Key Requirements

•5+ years of IT service desk or ITSM leadership experience
•Strong knowledge of ITIL processes and incident/problem/change management
•Proven ability to lead a team and manage performance
•Excellent communication and stakeholder management skills
•Bachelor’s degree or equivalent work experience in IT

Experience:5+ yearsIT servicesITSM

Skills:LeadershipCommunicationProblem-solvingCustomer serviceTeam management

Certifications:ITIL FoundationITIL Practitioner

Languages:English

Tech Stack:ITILServiceNowWindowsActive Directory

Company Brief

Thales

Designs and delivers advanced systems and services for aerospace, defence, security, and digital identity and cybersecurity markets, serving government and commercial customers worldwide.

Industry: Defense Technology

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Paris, France

Founded: 2000

Website LinkedIn