{"id":3880971,"url":"https://alion.io/job/dexterra-group-it-service-manager","title":"IT Service Manager","company":{"id":672837,"name":"Dexterra Group","domain":"dexterra.com","url":"https://alion.io/company/dexterra","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"A","score":94,"open_postings":113,"ghost_share":0,"stale_share":0.027,"repost_share":0,"time_to_fill_p50_days":78,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Leadership","role_family":"Leadership","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mississauga, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":105000,"max":125000,"currency":"CAD","period":"year","gross":null,"usd_annual":88069},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-06T17:35:14Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-11T07:21:03Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"WHO ARE WE?\nDexterra Group (TSX: DXT) is a leading provider of support services and infrastructure support solutions across Canada and the United States. Through our diverse businesses, we deliver facilities management, food services, remote workforce accommodations, forestry services, and other operational solutions that help organizations operate safely, efficiently, and sustainably.\nFor more than 80 years, Dexterra has supported clients across a wide range of industries and environments, from commercial and institutional facilities to remote worksites and natural resource operations. We are committed to delivering exceptional service while creating meaningful opportunities for our people, clients, and communities.\nWork That Matters, People Who Care.\n WHAT'S THE ROLE\nGreat IT service is about more than resolving tickets. It is about ownership, responsiveness and earning the trust of the people you support.\nWe’re looking for an IT Service Manager who can take ownership of our service delivery function and raise the bar for the end-user experience. Someone with a great attitude, strong professional presence and a genuine service mindset who is ready to challenge what is not working and make it better.\nYou’ll lead our Service Desk and work closely with internal teams and our outsourced service provider to strengthen accountability, improve service levels and make support easier and more effective for the people who rely on it.\nWHAT YOU'LL DO\nLead the Service Desk and create a culture of ownership, responsiveness and follow-through.\nCoach internal support staff and manage our outsourced Service Desk provider.\nTake ownership of escalations, recurring issues and service challenges.\nImprove support processes, service levels and the end-user experience.\nUse service trends, metrics and feedback to identify problems and drive improvements.\nReduce recurring issues through better processes, automation, self-service and knowledge sharing.\nBuild strong relationships across Operations, functional teams and IT.\nSupport technology changes, new locations, acquisitions, onboarding and other business initiatives.\nManage key service vendors and hold them accountable for performance.\n WHO WE'RE LOOKING FOR\nYou’re someone who takes ownership, builds strong relationships and credibility across the business, and gets things done. You understand IT service delivery, but you also know that excellent service comes down to people, communication and follow-through.\nYou bring:\n5+ years of progressive experience in IT support, Service Desk operations or IT service delivery.\n3+ years leading people, a support function or service delivery.\nStrong experience with IT service management, incident management, escalations and continuous improvement.\nHands-on experience with Microsoft 365, Entra ID, Intune, ServiceNow or comparable enterprise technologies.\nExperience managing outsourced service providers and vendor performance.\nStrong communication and relationship-building skills, with the professional presence and credibility to influence stakeholders at all levels.\nA demonstrated ability to improve processes, service standards and the end-user experience.\nExperience supporting geographically distributed operations.\nITIL certification or practical ITIL/ITSM experience.\n WHAT’S IN IT FOR YOU?\nBe part of an industry that's more important than ever!\nAward winning safety culture.\nSupportive team environment with room to grow together.\nOnsite Hybrid work model.\nEmployee Referral Program.\nWe are growing!\nCertified as a Great Place to Work 2025-2026!\nDexterra Group is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status, Indigenous status, or any other legally protected factors. Special needs accommodation is available upon request at all stages of the selection process.\nWe thank all applicants for their interest and will contact those candidates selected for interview.\nNote, we are not accepting candidates from recruitment agencies.","description_format":"text","description_chars":4191,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Catering & Food Services","Facilities Management"],"lifecycle":[{"event":"open","at":"2026-11-06T18:06:21Z"}],"visa":[{"country":"CA","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Positions approved through LMIA in 12 months: 1","filings_12m":1,"filings_prev_12m":12,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Low Wage","cap_exempt":false,"checked_at":"2026-11-11T07:38:50+00:00","sources":["ESDC: employers issued a positive LMIA"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":78,"reasons":["conf:3","velocity","win:early","comp:brand"],"computed_at":"2026-11-11T05:49:22Z"},"pay":{"stated_usd_annual":88069,"is_top_pay":false},"html_url":"https://alion.io/job/dexterra-group-it-service-manager","json_url":"https://alion.io/job/dexterra-group-it-service-manager.json","meta":{"generated_at":"2026-11-11T07:47:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12023,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":672837},"rest":"https://alion.io/mcp/rest/get_company?id=672837"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdexterra-group-it-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdexterra-group-it-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdexterra-group-it-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dexterra-group-it-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdexterra-group-it-service-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3880971}},{"tool":"search_jobs","arguments":{"company":"dexterra.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3880971},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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