service desk manager - Outer Nunavut (Iqaluit) - TUTTARVIK RECRUITMENT SERVICE

Description

• Manage day-to-day operations of the IT Service Desk, ensuring timely and effective support for GN users.
• Provide leadership, mentorship, and performance management for Service Desk Analysts and support staff.
• Monitor service performance, ticket volume, SLAs, and customer satisfaction metrics; develop action plans to improve outcomes.
• Manage escalations, complex incidents, and communication during service interruptions.
• Develop and maintain SOPs, knowledge articles, workflows, and service procedures.
• Work closely with Infrastructure, Network, Security, and Application teams to resolve issues and improve cross-team collaboration.
• Oversee resource scheduling, staffing, onboarding, and ongoing training.
• Contribute to continuous improvement initiatives and technology upgrades impacting the Service Desk.
• Provide regular reporting to leadership on trends, risks, and service performance.

Requirements

• Minimum 3-5+ years of progressive experience in IT Service Desk or IT Operations, including 3+ years of supervisory or managerial experience.
• Bachelor's degree or diploma in Information Technology, Computer Science, Business Administration, or related field (preferred).
• ITIL certification (ITIL 4 Managing Professional or ITIL Service Operations) – preferred.
• Certifications in customer service management, leadership, or people management – an asset.
• Experience with service management platforms such as ServiceNow, Remedy, or equivalent.
• Strong leadership, coaching, and team management skills with the ability to supervise multi-level support teams.
• In-depth understanding of ITIL processes including Incident, Request, Knowledge, and Problem Management.
• Ability to analyze service desk metrics, identify trends, and propose operational improvements.
• Strong customer service orientation and the ability to handle escalations with professionalism.
• Experience developing procedures, SLAs, knowledge articles, and training materials.
• Excellent communication and interpersonal skills for coordinating with clients, vendors, and internal teams.
• Strong organizational and prioritization skills, especially in high-volume service environments.
• Ability to work in a multi-disciplinary and multi-cultural environment.
• Experience contributing to or managing operational reporting, staffing models, and scheduling.