Job Description

Global Service Desk Manager

Zetron Canada Office | Victoria, BC

• Full-time, onsite / M-F / 40hrs per week
• Hybrid with the expectation to be onsite 4+ days per week for team collaboration.
• Occasional international travel is expected with this role.
• This position has been evaluated with an annual base salary range of $110,000 - $130,000 CAD. Offers will be determined based on the successful candidate’s assessed skills, experience and qualifications.

Join our Mission:

Zetron is an established global leader in connecting communication centers with field operations, personnel, and constituents. With offices in the US, UK, AU and CA, Zetron currently has a network of established partners, value-added resellers, and clients in more than 100 countries. Our Victoria, British Columbia office has been a center of engineering and manufacturing excellence since its founding in 1938. For over 80 years, we have been a trusted provider of LMR communication products and solutions that help our customers protect, inform, and save lives. Now we are applying those standards of excellence to build and deliver interoperable end-to-end command and control systems across multiple industries and international markets. Always ready, always on!

Role Responsibilities:

As the Global Service Desk Manager, you will lead the delivery of IT Service Desk and End User Support services across our global operations, ensuring employees receive reliable, responsive, and customer-focused technology support. Working closely with business leaders, technology teams, and external partners, you will drive operational excellence through service improvement, automation, AI-enabled support capabilities, and effective knowledge management while fostering a high-performing global support organization.

Specifically, the Global Service Desk Manager will:

• Lead the global Service Desk and End User Support teams, ensuring consistent, high-quality IT support across North America, EMEA, and APAC.
• Drive service excellence by managing incidents, service requests, escalations, and support performance against established SLAs and KPIs.
• Build strong relationships with business stakeholders to understand priorities, improve employee experience, and align IT support with business objectives.
• Analyze service metrics, customer feedback, and operational trends to identify opportunities for continuous improvement and increased efficiency.
• Champion automation, AI-enabled support tools, self-service capabilities, and knowledge management initiatives to improve service delivery.
• Collaborate with Infrastructure, Cyber Security, Applications, and other technology teams to deliver seamless support and successful technology initiatives.
• Manage third-party vendors and service providers, ensuring contractual obligations, service quality, and performance expectations are achieved.
• Lead, coach, and develop a high-performing global Service Desk team while promoting collaboration, accountability, and continuous learning.
• Support strategic IT initiatives and continually enhance global support processes, standards, and operational maturity.

Become part of our Team:

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, Business Administration, or a related discipline. Equivalent industry experience will also be considered.
• 5+ years of experience managing Service Desk teams in an enterprise environment.
• Demonstrated experience managing IT service delivery within a multi-site or global organization.
• Strong knowledge of IT Service Management (ITSM) & ITIL principles, including incident, request, problem, and knowledge management.
• Experience managing service performance using SLAs, KPIs, customer satisfaction metrics, and operational reporting.
• Proven success leading service transformation initiatives involving automation, AI-enabled support, self-service technologies, and process improvement.
• Experience managing third-party vendors, service providers, and commercial service agreements.
• Strong analytical, organizational, and problem-solving skills with the ability to translate data into measurable operational improvements.
• Excellent leadership, communication, and stakeholder management skills with the ability to influence at all levels of the organization.

Benefits & Culture:

Our culture is supportive and collaborative within a multidisciplinary team where we share our ideas and innovation is strongly encouraged. We are looking for a new team member with genuine passion and can-do attitude for what they do! We are located near beautiful downtown Victoria in the newly restored Press Building with modern office space built for collaboration!

As a member of the Zetron Team, you will have access to:

• Competitive benefits package
• Healthcare & Wellness Spending Account
• Company matched retirement savings program
• Incentive plan
• Paid time off

Plus, you can take advantage of flexible working hours within an easy-going environment. We celebrate our successes with company sponsored events and look forward to having you join us!

#IND2