IT Service Desk Manager – Ottawa/Montréal

About the role

The IT Service Desk Manager will provide strategic and operational leadership for the IT Service Desk across Canada, supporting Thales' Ottawa and Montréal sites. The role ensures high‑quality technical support, promotes standardized ITSM processes, and embeds Agile and Lean principles to improve efficiency and responsiveness.

Key responsibilities

• Lead, coach, and manage performance of Service Desk staff, fostering an inclusive, high‑performing team culture.
• Facilitate regular team meetings, individual development plans, and succession planning.
• Oversee delivery of incident, request, and problem management in line with service level agreements.
• Promote adoption of standardized ITSM (ITIL) processes and continuous improvement initiatives.
• Act as the primary liaison between IT and business stakeholders, ensuring clear communication and alignment.
• Integrate Agile and Lean practices to streamline workflows and increase responsiveness.
• Manage HR‑related tasks for the Service Desk team in a timely and comprehensive manner.

Required profile

• Proven experience leading an IT Service Desk or similar support function.
• Strong people‑management skills with a focus on coaching, engagement, and diversity.
• Excellent communication abilities and stakeholder management experience.
• Familiarity with multi‑site operations in a bilingual (English/French) environment is advantageous.

Required skills

• IT Service Management (ITSM) frameworks, such as ITIL.
• Agile methodology.
• Lean principles.