Manager, Support Desk

Base Salary Range: $97000 - $107000

Job Title: Manager, Support Desk
Job ID: 87702
Location: Edmonton, Alberta 

What you will be doing:
Leadership & Transformation

• Lead the modernization of the Support Desk into a proactive, data-driven function

• Drive adoption of automation, knowledge management, and AI capabilities

• Redesign workflows to shift routine work toward automation and elevate team focus to orchestration and exception handling

• Align Support Desk operations with broader IS and business objectives

Team Leadership & Development

• Provide clear direction aligned to enterprise priorities

• Coach, mentor, and develop Support Desk Analysts

• Foster a culture of accountability, collaboration, and continuous improvement

• Build capabilities in orchestration, SME depth, and automation

Financial & Operational Oversight

• Manage budgets and execution activities

• Provide monthly budget updates and variance reporting

• Promote and uphold a strong safety culture across operations

Service Delivery & Operations

• Lead day-to-day Support Desk operations

• Ensure effective incident and request management processes

• Maintain high-quality troubleshooting and documentation standards

• Deliver a consistent, high-quality end-user experience

Service Orchestration & Cross-Team Alignment

• Coordinate end-to-end service delivery across:

  • Service Desk

  • Infrastructure

  • Business Applications

  • Data & Analytics

  • Information Security

• Align workflows and accountabilities to improve service performance

Automation & Continuous Improvement

• Identify and implement opportunities for:

  • Self-service

  • Knowledge reuse

  • Automation

• Reduce repeatable work and improve efficiency

ServiceNow Ownership

• Own and continuously improve the ServiceNow platform

• Enhance workflows for incident, request, knowledge, and automation processes

• Leverage AI capabilities (e.g., chatbot tools) to improve service delivery

Performance Management & Reporting

• Define, monitor, and report on service performance (SLAs, KPIs, trends)

• Analyze root causes and drive continuous improvement initiatives

• Establish and communicate clear performance expectations

What you must have:
IT Service Management

• Strong understanding of ITIL practices (Incident, Problem, Change)

• Experience operating within structured IT service environments

• Familiarity with AI and automation in ITSM

Workflow & Systems Thinking

• Ability to design and optimize workflows across multiple teams

• Strong understanding of system dependencies and integrations

Automation & AI

• Experience with automation, self-service, and AI-enabled tools

• Ability to identify opportunities and implement practical solutions

Data & Analytics

• Strong analytical skills with experience interpreting service data

• Experience using dashboards, KPIs, and performance metrics to drive decisions

Leadership & Change Management

• Proven people leadership, coaching, and communication skills

• Experience leading teams through transformation and change

• Ability to lead a small, high-impact team

Technical Environment

• Experience supporting SaaS applications (e.g., D365) in Azure environments

• Ability to troubleshoot across applications, networks, and devices

• Experience coordinating issue resolution across teams and vendors

ServiceNow

• Strong experience with ServiceNow configuration and workflows

• Knowledge of knowledge management and AI-enabled features within the platform

Salary/Rate Range: $97,000.00 - $107,000.00

Thank you for your interest in this opportunity. If you are selected to move forward in the process, we will contact you directly. If you do not hear from us, we encourage you to continue visiting our website for other roles that may be a good fit.


For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.com