Manager, Service Desk

Location: Hybrid position based in Canada, with at least three days per week in the Toronto office

Salary: CA$103,233–CA$139,668 per year

Company

hirify.global provides planning and growth software that helps finance teams work with data and collaboration tools.

What you will do

• Run daily service desk operations, manage ticket queues, and meet service level agreements.
• Lead escalations and major incidents while communicating with stakeholders and coordinating timely resolution.
• Hire, coach, and develop a customer-focused service desk team.
• Set the service desk strategy and roadmap, driving automation, self-service, and continuous improvement.
• Own service KPIs and reporting, including response time, resolution time, and customer satisfaction.
• Partner with infrastructure, application, security, and business teams; manage physical offices in Toronto and London.

Requirements

• 5+ years of experience in IT support or service desk leadership, including building and leading high-performing teams.
• Strong knowledge of ITSM and ITIL incident, problem, and request management.
• Experience scaling service desk operations in an enterprise environment and managing major incidents against SLA targets.
• Hands-on experience with ITSM platforms such as ServiceNow or Jira Service Management.
• Strong stakeholder management, communication, customer service, and data-driven decision-making skills.
• Ability to work from Canada and attend the Toronto office at least three days per week.

Nice to have

• Experience with digital transformation or modern workplace technologies, including cloud services and SaaS platforms.
• Familiarity with change management and continuous improvement methodologies.
• Experience implementing knowledge management systems and self-service portals.

Culture & Benefits

• Employee stock option program, retirement savings, and matching programs.
• Health and dental plans, wellness sessions, an Employee Assistance Program, and Headspace subscription.
• Education subsidies, professional development programs, and learning opportunities.
• Generous leave options covering vacation, wellness, personal time, parental support, and volunteering.
• Global collaboration across offices in Toronto, London, and Indore, with AI-focused innovation initiatives.