This job posting has expired
Expired on April 2, 2026
Job Description
We operate in the industrial services and equipment-distribution sector. This is a remote-first role based in Canada supporting a distributed global workforce and field-service operations. Role: IT Help Desk Manager (Remote, Canada).
Responsibilities
- Lead and scale a remote help desk team
- Own incident, request, and problem management
- Design and maintain support processes and runbooks
- Manage ITSM and support tooling
- Monitor performance and define KPIs/SLA targets
- Coordinate with infrastructure and security teams for endpoint management
Qualifications
- Proven experience leading remote help desk or technical support teams with measurable SLA ownership
- Hands-on experience with ServiceNow or equivalent ITSM platform
- Solid knowledge of ITIL v4 practices
- Administration experience with Active Directory and Azure AD
- Experience with endpoint management solutions such as Microsoft Intune or SCCM
- Practical experience defining and reporting on SLAs, KPIs and dashboards