Manager, IT Service Desk

Ontario Power Generation (OPG) is looking for a dynamic, strategic and results-driven professional to join their team as Manager, IT Service Desk. The role involves leading and improving Service Desk operations, managing resources, SLAs, performance metrics, process governance, automation, and customer satisfaction to deliver consistent, high-quality service outcomes.

Requirements

• Post-secondary education in Information Technology, Computer Science, Information Systems, or a related discipline (college diploma or university degree)
• Minimum 8 years of progressive experience in an IT Service Desk / ITSM environment, including at least 3–5 years in a leadership role (e.g., Service Desk Lead/Manager) with accountability for operations, SLAs, escalations, performance reporting, and continuous improvement/automation
• Strong knowledge of ITSM best practices (e.g., Incident, Request, Problem, Change, Knowledge) and experience improving and governing service processes
• Proven ability to use service analytics (KPIs, trends, CSAT) to drive performance improvements, reporting, and strategic decision-making
• Hands-on experience with Service Desk/ITSM tools and automation capabilities (workflows, self-service, integrations) to streamline repeatable tasks
• Solid understanding of CMDB, Discovery, and Asset Management concepts and their dependencies within an ITSM environment

Benefits

• Generous paid time off
• 401k matching
• Retirement plan
• Visa sponsorship
• Generous parental leave
• Tuition reimbursement
• Relocation assistance