Manager, IT Service Desk at Kraken Robotic Systems Inc. – Dartmouth, Nova Scotia

NEW CAREER OPPORTUNITY

Build your career with Kraken Robotics. Make a difference to others. If innovation drives you, and you want a career that makes a difference to the world, helping humanity overcome the challenges in our oceans – safely, efficiently, and sustainably – then come join us at Kraken Robotics.

Kraken Robotics is currently recruiting for a Manager, IT Service Desk to join our Dartmouth, Nova Scotia office.

As Manager, IT Service Desk you will be responsible for overseeing the daily operations of the IT Service Desk, ensuring the delivery of high-quality, customer-focused technical support across the organization. This role manages a team of service desk technicians, coordinates support activities, and ensures that service level agreements (SLAs) and performance metrics are consistently met. The manager will drive continuous improvement initiatives, manage escalations, and play a key role in IT service management projects and process enhancements.

Roles and Responsibilities

IT Service Desk Management

• Lead, mentor, and develop a team of IT Service Desk staff, including hiring, training, scheduling, and performance management.
• Oversee day-to-day operations, ensuring timely and effective resolution of service requests, incidents, and escalations to manage / prevent ticket backlogs.
• Oversee user administration, desktop / laptop deployment, and end-user computing support for on-site and remote users.
• Act as the primary escalation point for complex or high-impact requests, incidents, and/or projects coordinating with other IT teams as needed.
• Ensure all end user systems are up to date with the latest patches, firmware updates, and configurations.
• Provide after-hours or on-call support as required for critical business operations.

Customer Service Support and Service Level Management

• Monitor and report on service desk metrics, ensuring compliance with SLAs and identifying areas for improvement.
• Manage hardware, software inventories, could app subscriptions, asset tracking, and vendor relationships.
• Create and manage catalog of available technology tools and resources (HW, SW, Peripherals, Enterprise & Cloud Applications, etc.)
• Provide training and support to end users as needed.
• Participate in IT projects, including tool implementations, upgrades, and process improvements.

Incident and Problem Management

• Develop and maintain Service level performance metrics (e.g., SLA adherence) to ensure requests are fulfilled and incidents are resolved quickly and efficiently.
• Ensure that all incidents are handled according to agreed procedures and resolved within SLAs.
• Analyze incident trends and develop strategies for problem management and service improvement.
• Ensure effective communication between the service desk, end-users, and IT leadership.

Collaboration, Training, and Documentation

• Develop, document, and maintain standard operating procedures and policies for the service desk.
• Collaborate with stakeholders to define and communicate service level agreements, KPIs, and performance expectations.
• Implement and maintain ITIL best practices and ensure adherence to organizational standards and regulatory requirements.
• Lead or contribute to IT projects, such as system migrations or upgrades, ensuring clear project plans, timelines, and deliverables.
• Contribute to the organization's IT roadmap by collaborating with cross functional teams in identifying and implementing new tools, solutions, and improvements that align with business objectives.

Qualifications

Education

• Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience.
• IT related post-secondary degree or diploma.

Experience

• At least 6 years of IT Support experience with at least 2 years in supervisory or managerial role.
• Strong knowledge of ITSM frameworks (e.g., ITIL) and best practices.
• Demonstrated ability to lead, motivate, and develop technical teams.
• Excellent problem-solving, organizational, and analytical skills.
• Strong communication and interpersonal skills, with a customer-service orientation.
• Experience with ticketing systems, remote support tools, and IT asset management platforms.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Certified: Fundamentals
• ITIL Foundation Certification
• HDI Support Center Manager or Google IT Support Professional Certificate