Help Desk Manager

About the role

Yardstick Technologies is seeking a Help Desk Manager to lead its Tier 1 Service Desk Analysts and ensure exceptional customer experiences. Reporting to the Director of Service Delivery, you will oversee daily contact centre operations, manage performance, and drive service improvements.

Key responsibilities

• Provide leadership and guidance on daily operational challenges and customer service issues.
• Conduct regular one‑on‑one meetings, performance reviews, coaching sessions, and development conversations.
• Monitor and enforce key performance indicators (KPIs) and service level objectives.
• Manage live call answer targets through effective scheduling, queue monitoring, and workload management.
• Oversee ticket queues, manage ticket aging, and ensure timely resolution of customer requests.
• Conduct quality assurance reviews and audits of tickets, customer interactions, and documentation.
• Identify coaching opportunities, support recruitment, onboarding, and training initiatives.
• Act as an escalation point for customer concerns and service delivery issues.

Required profile

• 5+ years of experience in customer service, IT support, service desk operations, or an MSP‑related field.
• Previous leadership, supervisory, coaching, or mentoring experience.
• Demonstrated ability to manage employee performance and hold team members accountable to expectations and KPIs.
• Strong customer service, relationship‑building, and conflict‑resolution skills.
• Excellent communication, organizational, time‑management, and prioritization abilities.
• Valid Class 5 driver’s license with a reasonably clean driving record.

Required skills

• Experience with service management and ticketing platforms.
• Ability to analyze performance data, identify trends, and implement improvement plans.

What we offer

• Competitive salaries.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with up to 3% company matching.
• Three weeks of paid time off annually plus Alberta holidays.
• Certification reimbursement and paid parking.