Global Service Desk Manager Zetron Canada Office | Victoria, BC- Full-time, onsite / M-F / 40hrs per week
- Hybrid with the expectation to be onsite 4+ days per week for team collaboration.
- Occasional international travel is expected with this role.
- This position has been evaluated with an annual base salary range of $110,000 - $130,000 CAD. Offers will be determined based on the successful candidate's assessed skills, experience and qualifications.
Role Responsibilities:As the Global Service Desk Manager, you will lead the delivery of IT Service Desk and End User Support services across our global operations, ensuring employees receive reliable, responsive, and customer-focused technology support. Working closely with business leaders, technology teams, and external partners, you will drive operational excellence through service improvement, automation, AI-enabled support capabilities, and effective knowledge management while fostering a high-performing global support organization.
Specifically, the Global Service Desk Manager will:
- Lead the global Service Desk and End User Support teams, ensuring consistent, high-quality IT support across North America, EMEA, and APAC.
- Drive service excellence by managing incidents, service requests, escalations, and support performance against established SLAs and KPIs.
- Build strong relationships with business stakeholders to understand priorities, improve employee experience, and align IT support with business objectives.
- Analyze service metrics, customer feedback, and operational trends to identify opportunities for continuous improvement and increased efficiency.
- Champion automation, AI-enabled support tools, self-service capabilities, and knowledge management initiatives to improve service delivery.
- Collaborate with Infrastructure, Cyber Security, Applications, and other technology teams to deliver seamless support and successful technology initiatives.
- Manage third-party vendors and service providers, ensuring contractual obligations, service quality, and performance expectations are achieved.
- Lead, coach, and develop a high-performing global Service Desk team while promoting collaboration, accountability, and continuous learning.
- Support strategic IT initiatives and continually enhance global support processes, standards, and operational maturity.
Become part of our Team:- Bachelor's degree in Information Technology, Computer Science, Business Information Systems, Business Administration, or a related discipline. Equivalent industry experience will also be considered.
- 5+ years of experience managing Service Desk teams in an enterprise environment.
- Demonstrated experience managing IT service delivery within a multi-site or global organization.
- Strong knowledge of IT Service Management (ITSM) & ITIL principles, including incident, request, problem, and knowledge management.
- Experience managing service performance using SLAs, KPIs, customer satisfaction metrics, and operational reporting.
- Proven success leading service transformation initiatives involving automation, AI-enabled support, self-service technologies, and process improvement.
- Experience managing third-party vendors, service providers, and commercial service agreements.
- Strong analytical, organizational, and problem-solving skills with the ability to translate data into measurable operational improvements.
- Excellent leadership, communication, and stakeholder management skills with the ability to influence at all levels of the organization.
Benefits & Culture:Our culture is supportive and collaborative within a multidisciplinary team where we share our ideas and innovation is strongly encouraged. We are looking for a new team member with genuine passion and can-do attitude for what they do! We are located near beautiful downtown Victoria in the newly restored Press Building with modern office space built for collaboration!
As a member of the Zetron Team, you will have access to:
- Competitive benefits package
- Healthcare & Wellness Spending Account
- Company matched retirement savings program
- Incentive plan
- Paid time off
Plus, you can take advantage of flexible working hours within an easy-going environment. We celebrate our successes with company sponsored events and look forward to having you join us!
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