Service Desk Manager

Description:

Canpar Express, a leading name in Canada’s logistics sector and part of the TFI International group, is seeking an experienced Service Desk Manager to join its dynamic IT team in Brampton, Ontario. Canpar, established in 1976, along with Loomis Express (dating back to 1905), forms a vital arm of TFI's courier and small parcel delivery division with over 1,700 employees and a vast national network of 55 terminals. These companies are instrumental in driving TFI’s annual revenue exceeding CAD 10 billion.

As the IT Service Desk Manager, you will report to the Senior Manager of IT Services and play a key role in supervising the IT Service Desk operations. This is a leadership role focused on enhancing the performance of IT support teams while ensuring efficient service delivery across TFI’s Package and Courier division. The role requires strong hands-on technical knowledge, leadership abilities, and a commitment to service excellence.

Key Responsibilities:

• Supervise the Service Desk team’s daily operations including end-user technical support, deployment of IT assets, and handling access requests.

• Oversee ticket management, task assignments, and resolution of first-level support issues involving applications, desktops, WAN, LAN, and telephony.

• Manage the escalation of complex or urgent technical issues to the appropriate IT departments.

• Lead initiatives to modernize IT practices, implement process improvements, and ensure alignment with ITSM standards.

• Contribute to staffing and training efforts, supporting the professional development of team members.

• Offer second-level support and resolve advanced incidents or problems.

• Work closely with IT leadership to define policies, procedures, and key performance indicators (KPIs).

• Administer desktop systems, manage patching processes, antivirus updates, and maintain inventory systems.

• Ensure compliance with internal SOPs, audit requirements (including SOX), and corporate policies.

• Maintain and update end-user machine images, and supervise a team of 7–8 technical support staff.

Required Qualifications:

• Hands-on expertise with Windows OS, Office 365, PC virtualization, Active Directory (GPO management).

• Strong understanding of IT security best practices and endpoint protection.

• Proficiency in endpoint management tools like Microsoft Intune.

• Experience with ITSM platforms (currently using Ivanti Neurons ITSM).

• Knowledge of ITIL principles; ITIL certification or completion of ITIL Foundations is preferred.

• Familiarity with SharePoint 365 administration is a plus.

• Completion of a relevant post-secondary degree or diploma in IT or a related field.

• Excellent communication and interpersonal skills.

• Availability to work full-time on-site in Brampton and accommodate occasional evening/weekend requirements.