Manager, IT Service Desk

Responsibilities

• Manage day-to-day Service Desk operations and resources to ensure timely issue resolution aligned with SLAs and company objectives
• Lead Service Desk strategy, overseeing escalations and service impact communications
• Own performance management, reporting, and productivity targets to ensure consistent service delivery
• Analyze service analytics, trends, and customer satisfaction metrics to improve existing and new service channels
• Identify and implement automation opportunities to streamline repeatable tasks and improve operational efficiency
• Develop and execute an ITSM/Service Desk roadmap, including tool improvements and integration with CMDB, Discovery, and Asset Management

Requirements

• Post-secondary education in Information Technology, Computer Science, Information Systems, or a related discipline
• Minimum 8 years of progressive experience in an IT Service Desk/ITSM environment
• 3–5 years in a leadership role with accountability for operations, SLAs, and performance reporting
• Strong knowledge of ITSM best practices (Incident, Request, Problem, Change, Knowledge)
• Hands-on experience with Service Desk/ITSM tools and automation capabilities
• Solid understanding of CMDB, Discovery, and Asset Management concepts

About the Company

Ontario Power Generation (OPG) is one of the most diverse power producers in North America and the largest generator in Ontario. We meet approximately 50% of the province’s electricity needs, largely from low-carbon sources like nuclear and hydro. We are working to electrify life in one generation and build a sustainable future through innovation and clean energy.