Service Desk Manager

Job Title: Service Desk Manager

Department: Technology / IT

Location: Greater Vancouver Area, BC, Canada (Hybrid/Remote options as applicable)

Employment Type: Full-time, Permanent (40 hours/week)

Reporting To: Head of Technical Service and Operations

Direct Reports: 2x Service Desk Team Leads

Team Purpose
The Technology team delivers the IT services required to support ongoing operations and business growth. The department equips distributed frontline staff and corporate personnel with the tools and infrastructure necessary to deliver seamless service to end customers.

Role Purpose
The Service Desk Manager leads daily Service Desk operations, providing strategic direction and oversight to ensure incidents, service requests, and major issues are resolved in alignment with agreed service levels.

Serving as the primary escalation point, this role collaborates with technical infrastructure, applications, cybersecurity, and vendor partners to resolve complex operational issues. The position proactively monitors performance metrics, analyzes operational trends, manages risk, and implements process, tooling, and knowledge management enhancements.

Key Responsibilities

Lead Service Desk operations to ensure high-quality, user-centric IT support and consistent SLA compliance.

Serve as the primary escalation lead for major incidents and service disruptions.

Own and refine Incident, Request, Problem, Knowledge, and Major Incident Management processes following ITIL best practices.

Track, analyze, and report on operational KPIs, service metrics, and end-user satisfaction.

Coach and develop Service Desk Team Leads and Analysts to foster a high-performing, service-oriented culture.

Drive operational efficiency through resource planning, workflow automation, and process optimization.

Maintain strong working relationships with internal business stakeholders and third-party vendors.

Support service transition activities and continuous service delivery improvements.

Essential Requirements

7+ years of experience in IT Service Desk, End User Support, or IT Operations leadership.

5+ years of direct people leadership experience managing technical support teams.

Strong expertise in IT Service Management (ITSM) principles and operational metrics.

Proven track record of managing SLAs, KPIs, and service delivery standards.

Demonstrated experience leading continuous service improvement initiatives.

Strong stakeholder management, communication, and problem-solving abilities.

Desirable Requirements

Practical knowledge of ITIL frameworks and best practices.

Experience supporting multi-site, hybrid, and cloud-based enterprise environments.

Familiarity with Microsoft 365, Azure, endpoint management, and enterprise ITSM platforms (e.g., ServiceNow, Jira Service Management).

Experience managing third-party vendor relationships and specialized operational software systems.



Advantages
Team Purpose
The Technology team delivers the IT services required to support ongoing operations and business growth. The department equips distributed frontline staff and corporate personnel with the tools and infrastructure necessary to deliver seamless service to end customers.

Role Purpose
The Service Desk Manager leads daily Service Desk operations, providing strategic direction and oversight to ensure incidents, service requests, and major issues are resolved in alignment with agreed service levels.

Serving as the primary escalation point, this role collaborates with technical infrastructure, applications, cybersecurity, and vendor partners to resolve complex operational issues. The position proactively monitors performance metrics, analyzes operational trends, manages risk, and implements process, tooling, and knowledge management enhancements.

Responsibilities
Key Responsibilities

Lead Service Desk operations to ensure high-quality, user-centric IT support and consistent SLA compliance.

Serve as the primary escalation lead for major incidents and service disruptions.

Own and refine Incident, Request, Problem, Knowledge, and Major Incident Management processes following ITIL best practices.

Track, analyze, and report on operational KPIs, service metrics, and end-user satisfaction.

Coach and develop Service Desk Team Leads and Analysts to foster a high-performing, service-oriented culture.

Drive operational efficiency through resource planning, workflow automation, and process optimization.

Maintain strong working relationships with internal business stakeholders and third-party vendors.

Support service transition activities and continuous service delivery improvements.

Qualifications
Essential Requirements

7+ years of experience in IT Service Desk, End User Support, or IT Operations leadership.

5+ years of direct people leadership experience managing technical support teams.

Strong expertise in IT Service Management (ITSM) principles and operational metrics.

Proven track record of managing SLAs, KPIs, and service delivery standards.

Demonstrated experience leading continuous service improvement initiatives.

Strong stakeholder management, communication, and problem-solving abilities.

Desirable Requirements

Practical knowledge of ITIL frameworks and best practices.

Experience supporting multi-site, hybrid, and cloud-based enterprise environments.

Familiarity with Microsoft 365, Azure, endpoint management, and enterprise ITSM platforms (e.g., ServiceNow, Jira Service Management).

Experience managing third-party vendor relationships and specialized operational software systems.


Summary
Amazing opportunity for a world leader in Optometery. Ranked 5 in BC as Best Places to work 2026.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.