This is a hybrid position with the expectation of working from our Toronto office at least three days per week.
Vena is seeking an experienced and strategic Manager of Service Desk to lead and optimize end-user support operations, ensuring the delivery of high-quality IT services across the organization. This role requires a strong understanding of service management frameworks, support technologies, and team leadership, combined with the ability to drive efficiency and continuous improvement in service delivery.
The ideal candidate will oversee daily service desk operations, manage and mentor a team of support analysts, and act as a key point of contact for incident and request management. They will collaborate closely with IT teams and business stakeholders to ensure timely issue resolution, maintain service level agreements, and enhance the overall user experience through effective communication and process improvements.
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Run day-to-day service desk operations to meet SLAs and deliver a strong end-user experience.
- Manage ticket queues and priorities; lead escalations/major incidents with timely stakeholder communication.
- Hire, coach, and develop a high-performing, customer-focused support team.
- Set and execute the service desk strategy and roadmap aligned to business needs.
- Improve speed and quality through automation, self-service, and modern support capabilities.
- Own service KPIs and reporting (e.g., response/resolution, CSAT) to guide decisions and improvements.
- Drive continuous improvement across service quality, efficiency, and user experience.
- Build and maintain knowledge content to improve first-contact resolution and self-service adoption.
- Partner across infrastructure, application, security, and business teams to align support and accelerate resolution.
- Govern ITIL processes (incident/problem/request) and optimize ITSM tools for scale and insight.
- Manage Physical office in Toronto and London UK.
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5+ years in IT support/service desk leadership, building and leading high-performing teams.
- Strong ITSM/ITIL knowledge across incident, problem, and request management.
- Proven ability to scale service desk operations in a fast-paced enterprise environment.
- Hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management) and support tooling.
- Strong stakeholder management, communication, and customer service orientation.
- Data-driven and strategic mindset; able to use KPIs to drive decisions and continuous improvement.
- Experience managing escalations and major incidents to meet SLA targets.
- Ability to partner across infrastructure, security, and application teams to improve service delivery.
- Interest in AI and willingness to explore AI-driven solutions to enhance performance and drive efficiencies
Preferred Qualifications (Optional)
- Experience supporting digital transformation initiatives or transitioning to modern workplace technologies (e.g., cloud services, SaaS platforms).
- Familiarity with change management frameworks and continuous improvement methodologies
- Experience implementing knowledge management and self-service portals to enhance user experience.
Base salary range 103,233 - 139,668 CAD
- Our salaries are tailored to roles, levels and locations. Your individual pay within this range is influenced by factors like work location, skills, experience and education. As you progress in your role, your compensation may adapt, offering flexibility for growth beyond initial levels. For specifics, your recruiter will provide details and address any questions during the hiring process.
At Vena, we’re reimagining how businesses plan and grow: powered by data, collaboration, and innovation
Headquartered in Toronto with a global reach, we help finance teams work smarter using the tools they already love (yes, we’re talking about Excel!). Trusted by over 1,800 organizations and 150,000+ users every day, Vena Solutions brings clarity to complexity.
We're a people led company that leads with our CORE values (Customer Trust, One Team, Respect & Authenticity and Execution Excellence) and are driven by our mission
We’re growing fast, thinking big, and having fun along the way. The future of finance is being built here, and we’d love for you to be part of it
We offer competitive and comprehensive total rewards packages that we review yearly to stay ahead of the market! Transparency is key, we keep you in the loop on how we design our comp programs. Build your future with our Employee Stock Option Program, Retirement Savings, Support & 401k Matching Programs.
Level up your skills with Vena! We support your journey with education subsidies, professional development programs, and learning opportunities to help you grow your career and reach your goals. Your future is bright and we’re here to invest in it!
Your well-being = our priority! Great health & dental plans, wellness sessions (virtual & in-person), Employee Assistance Program (EAP), and a free Headspace subscription to support your mental health.
Vena is everywhere you are! With offices in Toronto, London, and Indore, as well as team members across the United States, EMEA and beyond, we're a truly global company. Collaborate with colleagues around the world and bring diverse ideas to life: no passport required!
Recharge with generous leave options - perfect for vacation, wellness, personal time, parental support, volunteering, and more.
We embrace a flexible culture that supports different ways of working, depending on the role and location. While some of our teams enjoy hybrid arrangements, others thrive in-office or remotely. With modern workspaces in Toronto, Indore, and London, we offer inspiring environments when you need them - and the freedom to work in ways that work best for you and your team.
At Vena, we don’t just keep up, we're leading the way!
We empower team members at every level to actively explore AI best practices, identify meaningful opportunities to apply AI in their work, and champion innovative solutions that drive impact.
By fostering a culture of curiosity, innovation, and responsible use, we’re building a future where AI enhances how we work, think, and lead. From automating workflows to enhancing insights, AI is woven into everything we do.
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