{"id":2484177,"url":"https://alion.io/job/stack-it-recruitment-service-desk-manager","title":"Service Desk Manager","company":{"id":3505,"name":"STACK IT Recruitment","domain":"stackitrecruitment.com","url":"https://alion.io/company/stack-it-recruitment","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":85000,"max":null,"currency":"USD","period":"year","gross":null,"usd_annual":85000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-13T23:50:59Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T19:49:18Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Are you a service desk leader who builds capable, client-focused technicians through structured coaching and development?\n We’re hiring a Service Desk Manager to join an established managed IT services provider supporting businesses across many industries. The role owns the performance and development of the Tier 1 and Tier 2 service desk, ensuring client issues across multiple environments are resolved with professionalism and empathy. This is a people leadership role for someone who moves comfortably between coaching, structured performance development, client relationship recovery, and service desk process improvement.\nYou’ll have the time to work directly with the team and the latitude to recommend changes to established processes, working closely with operations leadership and clients.\nWho You Are\n\nA people leader whose first priority is coaching and developing technicians, with the discipline to protect that time from a crowded meeting calendar \nA motivator who builds confidence in technicians who are still learning to support many different client environments \nSomeone who sees rapport, empathy and client confidence as the true measure of a service interaction, not only the resolution \nA calm, respectful point of escalation who handles difficult client conversations with care\nWork Type\n\nLocation: Windsor, ON (On-site) \nVacancy Type: This role reflects an existing vacancy \nOn-Call: Participation in the management on-call rotation, including occasional after-hours and weekend escalations \nRequirements\nWhat You’ll Do\n\nLead and develop service desk technicians through monthly one-on-ones, development plans and call reviews \nManage multi-shift scheduling for 24/7 coverage, including holiday planning and the alerting rotation in tools such as Signl4 \nHire and onboard new technicians, including ramp plans, shadowing and certification paths \nAct as the escalation point for client experience issues, including direct client calls and service recovery \nOversee the Priority 1 incident process, from prompt action and stakeholder communication through to post-mortems and problem tickets \nSupervise the Dispatch Coordinator, who manages queue health, aging tickets and SLA adherence \nLead the daily Operations stand-up as a member of the Operations Leadership Team, setting the day’s priorities \nRepresent the service desk at the Change Advisory Board and in process improvement and automation reviews \nBuild and maintain KPI dashboards in BrightGauge, tracking call statistics and client satisfaction trends for senior management\n⭐ What We’re Looking For\n\n5+ years of experience leading a service desk or technical support team, ideally within an MSP or 24/7 service environment \nA proven record of hiring, coaching, performance management and scheduling across a multi-shift team \nExperience leading client escalation and service recovery calls \nExperience owning a P1 or major incident process, including post-incident reviews and problem management \nWorking knowledge of PSA/ITSM tooling such as ConnectWise, ticketing workflows and SLA management \nExperience building KPI reporting in BrightGauge or a similar tool for senior stakeholders \nComfortable representing the service desk in governance forums such as a Change Advisory Board \nClear, professional written and verbal communication with clients, technicians and senior leadership\nWhat Makes This Role Exciting\n\nCoaching at the Core: Direct reports are kept to the service desk team so that developing technicians remains the priority of the role \nA Voice in How the Desk Runs: SLAs and metrics are established, and leadership actively welcomes a fresh perspective on what could work better \nClient Experience as the Differentiator: The company competes on how clients feel about every interaction, so the standard you set for the desk shapes its reputation \nDirect Line to Leadership: The role reports to the VP of Operations and sits on the Operations Leadership Team \nBenefits\nBase Salary: $85,000 - $95,000 \nPaid Time Off: Competitive vacation and personal days to maintain a healthy work-life balance \nHealth Benefits: Comprehensive group health benefits to support your overall well-being \nRRSP Matching: Employer contributions to a group RRSP program, supporting your long-term financial security \nProfessional Development: Ongoing training, certification support and professional development \nReady to Lead a 24/7 Service Desk? Apply Now!\nAt STACK IT Recruitment, we connect top talent with standout opportunities. If you meet at least 70% of the qualifications, we encourage you to apply - we’d love to chat!\nKnow someone perfect for this role? Share it with your network - you might just help someone take the next big step in their career.\nWe’re proud to support diversity and inclusion. Need accommodation during the hiring process? Just let us know - we’re here to support you!\nAI Use Disclosure:\nSTACK IT uses AI-enhanced tools to support initial candidate screening and interview note analysis. All assessments and hiring decisions remain human-led.","description_format":"text","description_chars":5054,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-13T23:50:59Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.516,"p_room":1,"age_days":0,"expected_fill_days":36,"reasons":["conf:2","agency","win:early"],"computed_at":"2026-10-14T06:34:16Z"},"pay":{"stated_usd_annual":85000,"is_top_pay":true},"html_url":"https://alion.io/job/stack-it-recruitment-service-desk-manager","json_url":"https://alion.io/job/stack-it-recruitment-service-desk-manager.json","meta":{"generated_at":"2026-10-14T20:10:54Z","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":26657,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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":3505},"rest":"https://alion.io/mcp/rest/get_company?id=3505"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fstack-it-recruitment-service-desk-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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%2Fstack-it-recruitment-service-desk-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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%2Fstack-it-recruitment-service-desk-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/stack-it-recruitment-service-desk-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fstack-it-recruitment-service-desk-manager"}]}