IT Help Desk Manager (Remote)

About The Opportunity

We operate in the industrial services and equipment-distribution sector, delivering technical products and field services to commercial and infrastructure customers across international markets. 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)

Role & Responsibilities

• Lead and scale a remote help desk team: recruit, coach, set priorities, and drive day-to-day operational excellence for Level 1–2 support.
• Own incident, request, and problem management: ensure tickets are triaged, resolved to SLA, and escalated efficiently using ITSM workflows.
• Design and maintain support processes, runbooks, and knowledgebase content to improve first-contact resolution and reduce ticket volume.
• Manage ITSM and support tooling: configure ServiceNow/Jira/Zendesk integrations, automate workflows, and optimise routing rules.
• Monitor performance: define KPIs/SLA targets, produce regular operational reports and dashboards, and drive continuous improvement.
• Coordinate with infrastructure, security, and field teams for endpoint management, access requests, and major incident response.
  
  

Skills & Qualifications

Must-Have

• Proven experience leading remote help desk or technical support teams with measurable SLA ownership.
• Hands-on experience with ServiceNow or equivalent ITSM platform for ticketing, workflows, and reporting.
• Solid knowledge of ITIL v4 practices for incident, problem, change, and request management.
• Administration experience with Active Directory and Azure AD for user provisioning and access management.
• Experience with endpoint management solutions such as Microsoft Intune or SCCM.
• Practical experience defining and reporting on SLAs, KPIs and operational dashboards (Power BI or Excel).
  
  

Preferred

Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.

• Familiarity with Zendesk and Jira Service Management integrations and automation.
• ITIL Foundation certification or higher.
• Experience supporting field-service technicians and industrial/operational-edge devices.
  
  

Benefits & Culture Highlights

• Remote-first, flexible working hours with a collaborative, cross-functional global team.
• Opportunity to shape support tooling and processes at a growing, operationally focused organisation.
• Professional development budget and access to role-specific certifications.
  
  

This role is ideal for a hands-on IT Help Desk Manager who thrives in remote environments, is passionate about operational excellence, and can translate support metrics into continuous improvements. If you deliver reliable, scalable support and enjoy leading distributed teams, we want to hear from you.

Skills: active directory,it help desk,dashboards,servicenow,management