Service Desk Manager- Managed Services

Service Desk Manager (Managed Services)
Oakville, ON

PMC has partnered up with an excellent Managed Service Provider who is looking to hire on a MSP experienced technical Service Desk Manager, for their team, located in Oakville, Ontario. We are looking for someone who will oversee a team of Technicians, providing them with both managerial oversight and technical expertise.


  • Lead and develop overall IT service management strategy and processes with the Executive Team
  • Oversee the work completed by the team to help prioritize and track the outstanding tickets
  • Follow tickets through their life cycle ensuring they are completed correctly and in a timely manner meeting client SLAs
  • Act as an escalation point for items that your team is unable to resolve
  • Provide guidance and direction to the team on technical issues
  • Develop and maintain KPIs for measuring team performance and improving customer experience
  • Identify opportunities to streamline ticket workflow processes to improve KPI benchmarks
  • Communicate with clients and account managers to help resolve any customer relationship issues that arise
  • Performs other tasks, based on management requirements and instructions


  • Have Experience working in a Managed Service Provider, in a Leadership capacity (Team Lead, Supervisor, or Manager)
  • 3+ years experience with ConnectWise, or similar support ticketing system
  • 5+ years demonstrating strong technical skills in supporting PC and server hardware, Windows Operating System (Windows 7, 8, 10), remote desktop applications (RDS and Citrix), and network troubleshooting
  • 3+ years of troubleshooting experience with networking hardware (ie. switches, routers, firewalls, and access point)
  • 3+ years experience managing a team of direct reports (3 or more)
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ability to absorb and retain information quickly
  • Possess and demonstrate excellent interpersonal/communication skills
  • Proven technical, analytical and problem-solving skills
  • Proven track record in leading a team of IT professionals and delivering exceptional customer service

This is an excellent opportunity for the right individual offering a great work environment, benefits and a career road map for you.

Interested applicants are encouraged to submit their CV by clicking the “Apply” button or directly to Jonathan Gorecki at:

Apply for this job