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About the Role
Shape how an entire organization experiences IT by leading day-to-day IT support and building scalable, efficient, and user-focused operations. This leadership opportunity allows for a meaningful impact on IT service delivery across the organization.
Responsibilities
- Lead day-to-day IT support operations, ensuring strong service levels and a positive end-user experience.
- Manage, coach, and develop a high-performing, customer-focused support team.
- Oversee ticket queues, priorities, escalations, and major incidents while keeping stakeholders informed.
- Own IT service KPIs and reporting, including response and resolution times and CSAT.
- Develop and execute the service desk strategy and roadmap in line with business needs.
- Govern key ITIL processes, including incident, problem, and request management.
- Improve service delivery through automation, self-service, knowledge management, and modern support technologies.
- Partner with infrastructure, applications, security, and business teams to resolve issues and improve IT service delivery.
- Manage and optimize ITSM tools to support scale, visibility, and continuous improvement.
- Oversee IT support operations across multiple office locations.
Requirements
- 5+ years of experience in IT support or service delivery leadership, including team leadership and development.
- Strong knowledge of ITSM/ITIL, particularly incident, problem, and request management.
- Hands-on experience with ITSM platforms, such as ServiceNow or Jira Service Management.
- Experience managing escalations, major incidents, and SLA performance.
- Strong stakeholder management, communication, and customer service skills.
- A data-driven mindset with experience using KPIs to improve IT operations.
- Proven ability to improve and scale service desk operations in a fast-paced environment.
- Strong cross-functional collaboration skills across infrastructure, applications, security, and business teams.
- Interest in AI and emerging technologies and their potential to improve IT service delivery.
Skills
- ITSM/ITIL
- Incident Management
- Problem Management
- Request Management
- ServiceNow
- Jira Service Management
- Stakeholder Management
- Communication
- Customer Service
- KPI Analysis
- Automation
- Self-Service
- Knowledge Management
- AI
- Emerging Technologies
Location
- Greater Toronto Area, ON
Work Type
- Hybrid
- Full-time
Experience Level
- Manager
- 5+ years
Salary/Compensations
- $110,000 - $130,000
Benefits
- Comprehensive benefits coverage that supports your health, wellbeing, and day-to-day peace of mind
- RRSP matching
- Stock options
- Vacation
- Wellness days
- Personal days
- Summer Fridays
- Flexible spending accounts
About the Company
- At STACK IT Recruitment, we connect top talent with standout opportunities.
- We’re committed to diversity and inclusion.
- STACK IT uses AI-enhanced tools to support initial candidate screening and interview note analysis. All assessments and hiring decisions remain human-led.
Equal Opportunity
- We’re committed to diversity and inclusion. Need accommodation during the hiring process? Let us know, we’re here to support you!