Manager, Service Desk (ITSM)

TL;DR

Manager, Service Desk (ITSM): Leading and optimizing end-user support operations to deliver high-quality IT services across the organization with an accent on service management frameworks and team leadership. Focus on driving efficiency through automation, self-service, and the implementation of AI-driven solutions.

Location: Hybrid; must be based in Toronto, Canada (minimum 3 days/week in office)

Salary: $103,233 - $139,668 CAD / year

Company

hirify.global is a fintech SaaS company reimagining how businesses plan and grow using data and collaboration.

What you will do

• Run day-to-day service desk operations to meet SLAs and ensure a strong end-user experience.
• Manage ticket queues, lead escalations, and handle major incidents with stakeholder communication.
• Hire, coach, and develop a high-performing, customer-focused support team.
• Execute the service desk strategy and roadmap aligned with business needs.
• Improve speed and quality via automation, self-service, and modern support capabilities.
• Govern ITIL processes and optimize ITSM tools for scale and insight.

Requirements

• 5+ years in IT support/service desk leadership.
• Strong knowledge of ITSM/ITIL (incident, problem, and request management).
• Experience with ITSM platforms like ServiceNow or Jira Service Management.
• Ability to manage physical offices in Toronto and London UK.
• Must be a Canada resident and able to work from the Toronto office at least three days per week.

Nice to have

• Experience supporting digital transformation or transitioning to cloud/SaaS platforms.
• Familiarity with change management and continuous improvement methodologies.
• Experience implementing knowledge management and self-service portals.

Culture & Benefits

• Competitive total rewards package with yearly reviews and Employee Stock Option Program.
• Retirement savings and 401k matching programs.
• Education subsidies and professional development opportunities.
• Comprehensive health and dental plans, including a free Headspace subscription.
• Generous leave options for vacation, wellness, and parental support.
• AI-forward culture encouraging the exploration and implementation of AI tools.