Type: Contract-to-Permanent
Location: Remote Delivery (with a Monthly on-site meeting in Red Deer, Alberta)
Target Start Date: August / September 2026
Work Hours: M-F 8:00 AM – 5:00 PM
Estimated Hours Per Day 7.25
Quantity: 1
Reporting to IT Leadership, the ITSM (Information Technology Service Management) Leader will hold overall accountability for frontline end-user support, technology operations, and the modernization of IT Service Management (ITSM) practices. This role leads a multidisciplinary team supporting staff across numerous regional physical locations.
The ideal candidate is a structured, savvy IT leader capable of introducing operational metrics, defining clear team roles, and establishing proactive ITSM practices (Incident, Problem, Change Enablement, and Knowledge Management) to elevate the overall employee technology experience.
Duties & Responsibilities
- ITSM Practice Modernization: Architect, mature, and govern core ITSM frameworks—specifically Incident Management, Change Enablement, and Knowledge Management—to reduce manual change risk and streamline operational resolution.
- End-User & Tech Operations Leadership: Oversee day-to-day operations for End-User Support, Desktop Services, and the Technical Operations Center, managing both internal staff and external consultants.
- Team Leadership & Role Clarity: Direct, coach, and empower a team of 10 technical staff and contractors; establish clear operational responsibilities, performance standards, and team metrics.
- Operational Performance & Reporting: Design, track, and report on key SLAs, KPIs, and service availability dashboards to demonstrate operational success to senior leadership.
- Financial & Vendor Management: Manage an operational budget of $1M–$2M, optimizing third-party vendor contracts, licensing, and consultant performance.
- Knowledge Management: Champion enterprise knowledge-sharing strategies and central documentation repositories (e.g., Service Desk app & SharePoint) to drive self-service and operational consistency.
Knowledge, Skills, and Abilities
- ITSM & Service Desk Mastery: Proven track record setting up, structuring, or significantly maturing an ITSM practice within an enterprise environment.
- People & Thought Leadership: Strong ability to build team culture, resolve role ambiguity, establish accountability, and guide technical teams through change.
- Distributed Operations Familiarity: Deep understanding of desktop support, remote management tools across distributed branch locations, and NOC/DOC workflows.
- Metric-Driven Approach: Demonstrated success implementing data-driven SLAs, incident response metrics, and change management controls.
- Communication: Exceptional written and verbal communication skills, with a focus on delivering high-quality employee service experiences.
Required Qualifications
- Experience: 5+ years of progressive leadership experience managing IT Service Desk, End-User Support, or IT Operations teams.
- Education: Post-secondary degree or college diploma in Information Technology, Computer Science, Business Administration, or related discipline (equivalent practical work experience will be considered).
- Certifications (Asset): ITIL v4 certification (Foundation or higher) is strongly preferred.
Applicants must be currently eligible to work in Canada and reside within Alberta for the engagement.
*Final candidates will be required to undergo a comprehensive background check, including criminal record and credential verification.*
