We are looking for an experienced Help Desk Manager to lead user support and service delivery efforts for a non-profit organization in Whitby, Ontario. This Long-term Contract opportunity is ideal for a service-focused leader who can strengthen help desk performance, support technology adoption, and build strong relationships with both technical teams and business stakeholders. The successful candidate will help improve IT service practices, guide end users through change, and enhance the overall support experience across the organization.
Responsibilities:
- Direct organization-wide support and service desk initiatives that improve the quality and consistency of end-user assistance.
- Work closely with IT leaders, supervisors, and business teams to coordinate technology-related changes and ensure users are well supported throughout implementation.
- Serve as a key point of contact between technical teams, procurement, project stakeholders, and employees to align support needs with business priorities.
- Lead user adoption efforts for Microsoft Teams telephony and other communication tools through clear planning, engagement, and follow-up.
- Create and deliver communication, training, and change enablement activities that help employees adapt to new technologies successfully.
- Facilitate meetings with stakeholders to collect business needs, share progress updates, and turn operational requirements into practical action plans.
- Support device refresh and lifecycle planning for end-user hardware, ensuring equipment strategies meet organizational needs.
- Partner with procurement and project teams to assess hardware, services, and technology solutions that support service delivery goals.
- Identify opportunities to enhance help desk operations and IT service management processes by monitoring performance and recommending practical improvements.
- Build relationships with onsite users and departmental leaders to uncover service gaps, improve user experience, and advance service management maturity.
- At least 5 years of leadership experience in help desk, service desk, or IT operations environments.
- Hands-on background supporting Microsoft-based technologies, including Microsoft Teams and end-user workplace tools.
- Demonstrated success leading change management initiatives and driving user adoption for new technology solutions.
- Strong communication and stakeholder engagement skills, with the ability to work effectively with technical and non-technical audiences.
- Experience gathering business requirements and translating them into structured plans, communications, or service improvements.
- Solid understanding of IT service management principles and best practices related to support operations and service delivery.
- Ability to influence cross-functional teams without direct authority and work effectively within a complex organizational environment.
- Proven experience improving processes, troubleshooting service issues, and promoting a customer-focused support culture.
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