Manager, IT Service Desk

Status:Permanent Full Time

Working Conditions: On-site

Education Level: Post-secondary education in Information Technology Computer Science Information Systems or a related discipline (college diploma or university degree).

Base Location: Oshawa ON

Shift: Days

Travel: 10%

Deadline to Apply: June 4 2026

Salary Range: $111000.00 - $161000.00 Per Year

Electrify your career and help build a brighter tomorrow.

Whether you work in the skilled trades or are a business professional a career at OPG is an opportunity to electrify your life on -- and off -- the job.

JOB OVERVIEW

Ontario Power Generation (OPG) is looking for a dynamic strategic and results-driven professional to join our team in the role of Manager IT Service Desk.

Reporting to the Senior Manager IT Services this position is responsible to lead and continuously improve Service Desk operations and ITSM capabilities by managing resources SLAs performance metrics process governance automation and customer satisfaction to deliver consistent high-quality service outcomes.

KEY ACCOUNTABILITIES

• Manage day-to-day Service Desk operations and assigned resources to ensure timely effective issue resolution aligned to SLAs and OPG objectives.
• Lead Service Desk strategy and continuous initiatives overseeing escalations and service impact communications.
• Own Service Desk performance management reporting and productivity targets to ensure consistent service delivery.
• Analyze service analytics trends patterns and customer satisfaction metrics to improve existing channels and develop new service channels.
• Ensure Service Desk processes are fully documented consistently followed regularly audited and continuously improved.
• Identify and implement automation opportunities to streamline repeatable tasks and improve operational efficiency.
• Responsible for client satisfaction by reviewing post-ticket survey feedback addressing concerns and driving corrective actions.
• Develop and execute an ITSM/Service Desk roadmap including process/tool improvements and integration with CMDB Discovery Asset Management and HR onboarding/offboarding.

QUALIFICATIONS

• Post-secondary education in Information Technology Computer Science Information Systems or a related discipline (college diploma or university degree).
• Minimum 8 years of progressive experience in an IT Service Desk / ITSM environment including at least 35 years in a leadership role (e.g. Service Desk Lead/Manager) with accountability for operations SLAs escalations performance reporting and continuous improvement/automation.
• Demonstrated experience leading Service Desk operations including resource management ticket flow oversight and meeting SLA/OLA targets.
• Strong knowledge of ITSM best practices (e.g. Incident Request Problem Change Knowledge) and experience improving and governing service processes.
• Proven ability to use service analytics (KPIs trends CSAT) to drive performance improvements reporting and strategic decision-making.
• Hands-on experience with Service Desk/ITSM tools and automation capabilities (workflows self-service integrations) to streamline repeatable tasks.
• Solid understanding of CMDB Discovery and Asset Management concepts and their dependencies within an ITSM environment.
• Experience coordinating cross-functional integrations and operational workflows such as HR onboarding/offboarding and managing escalations and stakeholder communications.

The successful candidate will exhibit uncompromising integrity and commitment to upholding corporate values and the OPG Code of Business Conduct.

OPG is committed to fostering an inclusive equitable and accessible environment. If you require accommodation during the selection process please contact

What makes a career at OPG different

With operations across Ontario OPG is one of the most diverse power producers in North America. As the largest generator in Ontario we meet approximately 50% of the provinces electricity needs largely from low-carbon sources like nuclear and hydro.

As we work to achieve our vision of Electrifying life in one generation OPG and our family of companies are also helping advance the development of new low-carbon technologies such as Small Modular Reactors (SMRs) refurbishment projects and electrification initiatives to help power the growing demands of a growing economy. Join OPG and make history.

Please submit your application online at OPG thanks all those who apply; however only candidates considered for an interview will be contacted.

#LI-Onsite

Please note: All job postings at OPG are to fill existing vacancies within our organization.

OPG may use artificial intelligence (AI) tools as part of the applicant screening process. However applications will also be reviewed by a member of our Recruitment team to ensure a fair and thorough assessment.

The base salary range considers many factors including but not limited to experience education and training including any collective agreement requirements for union represented positions. It is not typical for the salary to be offered near the top of the range and salary is dependent on numerous factors. For management roles the base salary range does not represent the total compensation package. The total compensation package for regular full-time management roles includes pay-for-performance programs for annual and medium time periods. Maintaining a high-performance culture and excellence is a core expectation of every member of our leadership team and is rewarded through the established compensation framework.

OPG is committed to employment equity. As such we encourage applicants from equity-seeking communities (Indigenous Peoples racialized persons persons with disabilities and women). We strongly believe that alleviating the under-representation of equity-seeking individuals will create a stronger OPG team and allow us to better serve the needs of our diverse communities.

In order to fulfill the above-mentioned purpose priority in hiring may be given to qualified persons who self-identify as a member of equity-seeking groups as identified in the application process. This initiative constitutes a special program under the Human Rights Code/Canadian Human Rights Act.