Posted 2 months ago
Service Desk Manager
@ Randstad Canada
Burnaby, British Columbia
SIGNALS
Overview
Randstad Canada is hiring a Service Desk Manager for a full-time permanent role in the Greater Vancouver Area, reporting to the Head of Technical Service and Operations. The manager leads daily Service Desk operations, acts as primary escalation point for major incidents, and manages two Service Desk Team Leads. The posting states a hybrid or remote option as applicable.
Pay:
$115,000–$125,000 a year
Responsibilities:
- Lead daily Service Desk operations and SLA compliance
- Serve as primary escalation lead for major incidents
- Own ITIL-based incident, request, problem and knowledge processes
- Track and report on KPIs, service metrics and user satisfaction
- Coach and develop Service Desk Team Leads and Analysts
Requirements summary:
- 7+ years in IT Service Desk, End User Support or IT Operations leadership
- 5+ years of direct people leadership managing technical support teams
- Strong ITSM principles and operational metrics expertise
- Proven track record managing SLAs, KPIs and service delivery standards
- Experience leading continuous service improvement initiatives
Tools & skills
Source and dates
Employer career site / ATS feed · careerpage
- Employer posting date
- 2026-09-03
- First seen by our source
- 2026-10-10
- Source record updated
- 2026-10-10
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Senior |
| Department | IT |
| Experience | 7+ years |
| Management experience | 5+ years |
| Manages people | Yes |
| Hours per week | 40 |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Encouraged to apply | Indigenous peoples, People with disabilities, Women, Racialized people, 2SLGBTQ+ |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Randstad Canada
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
partner for talent.
Full company description
As the Canadian leader in recruitment and HR, and one of Canada’s best places to work, we have a uniquely human approach to work. We deliver HR innovation with human interaction at its core. At the unique intersection of technology and humanity, we deliver data-driven insights coupled with a people-first experience that is inherently human. Human Forward. Learn more at www.randstad.ca.
- LinkedIn followers
- 455,966
- People associated on LinkedIn
- 1,207
- Reported office locations
- 777 Bay Street, Suite 2000, PO Box 128, Toronto, ON M5G 2C8, CA
- 525 Avenue Viger Ouest, Suite 501, Montréal, Quebec H2Z 1G6, CA
- 4295 King St E, Suite 401, Kitchener, Ontario N2P 0C6, CA
- 311 6 Ave SW, Intact Place, East Tower, Suite 1640, Calgary, AB T2P 3H2, CA
- 6345 Dixie Rd, Suite 6, Mississauga, ON L5T 2E6, CA
- 244 Pall Mall St, Suite 400, London, ON N6A 5P6, CA
- 4 Cedar Pointe Dr, Unit D, Barrie, Ontario L4N 5R7, CA
- 2456 Queen St E, Unit 201, Brampton, Ontario L6S 5X9, CA
- 10 Stanley St, Suite 4A, Brantford, Ontario N3S 7N4, CA
- 7055 Boulevard Taschereau, Suite 100, Brossard, Quebec J4Z 1A7, CA
- 1100 Walkers Line, Suite 105, Burlington, Ontario L7N 2G3, CA
- 10655 Southport Rd SW, Suite 1200, Calgary, Alberta T2W 4Y1, CA
- 495 36 St NE, Suite 140, Calgary, Alberta T2A 6K3, CA
- 321 6 Ave SW, Suite W940 (West Tower), Calgary, Alberta T2P 0B2, CA
- 415 Hespeler Rd, Unit 3A, Cambridge, Ontario N1R 6J1, CA
- 6001 60 Ave, Delta, British Columbia V4K 4E2, CA
- 787 Rue St-Pierre, Suite 303, Drummondville, Quebec J2C 3X2, CA
- 10025 102A Ave NW, Suite 1902, Edmonton, Alberta T5J 2Z2, CA
- 2305 111 St NW, Edmonton, Alberta T6J 5E5, CA
- 5 Boulevard Mountain, Granby, Quebec J2G 9M5, CA
- 450 Speedvale Ave W, Unit 103, Guelph, Ontario N1H 7Y6, CA
- 1809 Barrington St, CIBC Building, Unit 501, Halifax, Nova Scotia B3J 3K8, CA
- 275 James St N, Unit 2, Hamilton, Ontario L8R 2L4, CA
- 7655 Boulevard Newman, Suite 75, Montreal, Quebec H8N 1X7, CA
- 2530 Boulevard Daniel-Johnson, Laval, Quebec H7T 2R3, CA
- 2528 Boulevard Daniel-Johnson, Laval, Quebec H7T 2R3, CA
- 5410 Boulevard Guillaume-Couture, Suite 84, Lévis, Quebec G6V 4Z2, CA
- 460 Rue St-Charles O, Suite A, Longueuil, Quebec J4Z 1A7, CA
- 80 Tiverton Ct, Suite 400, Markham, Ontario L3R 0G4, CA
- 7357 Woodbine Ave, Suite 2, Markham, Ontario L3R 1A7, CA
- 4080 Confederation Pkwy, Suite 501, Mississauga, Ontario L5B 0G1, CA
- 6345 Dixie Rd, Suite 6, Mississauga, Ontario L5T 2E6, CA
- 809 Columbia St, New Westminster, British Columbia V3M 1B9, CA
- 20 York Mills Rd, Unit 208, Toronto, Ontario M2P 2C2, CA
- 1600 Carling Ave, Suite 410, Ottawa, Ontario K1Z 1G3, CA
- 2222 Carling Ave, Suite 2, Ottawa, Ontario K2A 1H3, CA
- 4810 Boul Saint-Jean, Montréal, Quebec H9H 4B2, CA
- 755 Boulevard Saint-Jean, Suite 130, Pointe-Claire, Quebec H9R 5M9, CA
- 815 Boulevard Lebourgneuf, Suite 201, Québec, Québec G2J 0C1, CA
- 2010 11th Ave, 7th Floor, Regina, Saskatchewan S4P 0J3, CA
- 208 Boulevard du Curé-Labelle, Sainte-Thérèse, Quebec J7E 2X7, CA
- 3500 Boulevard de la Côte-Vertu, Suite 175, Saint-Laurent, Quebec H4R 2X7, CA
- 6335 Rue Jean-Talon Est, Saint-Léonard, Quebec H1S 3E7, CA
- 310 Wall St, Saskatoon, Saskatchewan S7K 1N7, CA
- 124 Rue Wellington Nord, Suite 300, Sherbrooke, Quebec J1H 5X8, CA
- 701 W Georgia St, Suite 200, Vancouver, British Columbia V7Y 1C6, CA
- 730 View St, Suite 420, Victoria, British Columbia V8W 3Y7, CA
- 100 Regina St S, Suite 140, Waterloo, Ontario N2J 4P9, CA
- 114 Dundas St E, Unit 103, Whitby, Ontario L1N 2H7, CA
- 245 Portage Ave, Winnipeg, Manitoba, CA
- 1 Lombard Pl, Suite 1535, Winnipeg, Manitoba R3B 0X3, CA
- 386 Boulevard Charest E, Quebec, QC G1K 3H4, CA
- Other recorded names
- Randstad Canada
- Specialties
- HR Consulting
- IT Recruitment
- Engineering Recruitment
- Staffing and HR
- HR Services
- Recruitment
- HR Outsourcing
- Temporary Hiring
- Permanent Hiring
- Recruiting
- Permanent Jobs
- Temp Jobs
- Hiring Strategy
- Human Resources
- Staffing
- Finding Jobs
- Employer Branding
- Jobs
- and Contract Jobs
- Profile identifies a recruitment agency
- Yes
As the Canadian leader in recruitment and HR, and one of Canada’s best places to work, we have a uniquely human approach to work. We deliver HR innovation with human interaction at its core. At the unique intersection of technology and humanity, we deliver data-driven insights coupled with a people-first experience that is inherently human. Human Forward. Learn more at www.randstad.ca.
| Field | Value |
|---|---|
| Industry | Staffing and Recruiting |
| Company size | 501-1,000 employees |
| Headquarters | Toronto, ON |
| Organization type | Public Company |
| Year founded | 1997 |
| Specialties | HR ConsultingIT RecruitmentEngineering RecruitmentStaffing and HRHR ServicesRecruitmentHR OutsourcingTemporary HiringPermanent HiringRecruiting |
| Open jobs on Jobsy | 9,437 |
| View page |
Job description
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 [email protected] to ensure their ability to fully participate in the interview process.
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 [email protected] to ensure their ability to fully participate in the interview process.
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