Service Desk Manager

The Service Desk Managerwillprovide hands-on leadership for aDentaQuest/Sun Life IT Service Desk serving as the primary operational interface between IT and the business. This hybrid role reports to the Service Desk Director and oversees a team of six professionals supporting 5000 employees across both organizations.

This highly visible IT leadership position hassignificant influenceacross the IT organization with frequent interaction with business leaders. The ideal candidate will drive consistent highquality enduser support ensure effectiveincidentand request management andmaintainstrong performanceagainst Service Level Agreement (SLA) commitments.

KeyResponsibilities

Team Leadership

• Lead and manage a blended IT Service Desk team including internal staff and thirdparty service providers

• Maintainappropriate staffinglevels and scheduling to support published hours of operation

• Host daily IT operations discussions and ensuretimelyfollow-up on risks and issues

• Foster a culture of collaboration development and accountability

Service Delivery & Performance

• Monitor and drive adherence to service level agreements (SLAs) and operational performance targets

• Provide daily oversight across IT service delivery queues and act as the first point of escalation for service issues

• Deliver comprehensive operational and performance reporting (weekly monthly and periodic rollups) using defined KPIs and metrics

• Ensure effective end-user support throughout the employee lifecycle including onboarding and offboarding

Operations Management

• Oversee incident and request intake prioritization backlog management and escalation processes

• Own Service Desk documentation knowledge management and standard operating procedures

• Manage end-user equipment inventory from procurement through disposal

• Ensuretimelyaccuratecommunication of planned and unplanned IT service interruptions

Strategic Initiatives

• Support the development and ongoing maturity of thewider team.

• Identifyand implement continuous improvement and process optimization opportunities

• Contribute to service desk strategy and long-term operational excellence

Required Qualifications

• Bachelors degree in computer science Information Technology or equivalent experience in a similar role

• 3 years of experience in IT Operations or Service Desk leadership

• Proven experience managing teams of 5 support professionals including remote and hybrid team members

• Hands-on experience managing ServiceNow in an enterprise environment

• Strong analytical skills withproficiencyin Microsoft Excel for reporting and performance analysis

• Excellent written and verbal communication skills

• Strong leadership organizational and problem-solving abilities

• Broad technical understanding of IT operations and end-user support

• Demonstrated commitment to customer service and service excellence

Preferred Qualifications

• ITIL Foundation certification (v4 preferred; v3 acceptable)

• Experience withmodern call centre technology including Amazon ConnectData Analytics e.g. Tableau/QuickSightsand GenAI Chatbots.

Salary Range: $70300 - $105500

At our company we are committed to pay transparency and equity. The salary range for this role is competitive nationwide and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills qualifications experience education and geographic addition to your base salary this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.