Klick Health

Klick Health

Service Manager, Office Tech (IT Support)

Toronto, Ontario, Canada

Sponsorship not specified$75k-$85kDetected 48 days ago
AccessibilityPerformance ManagementCustomer SuccessCustomer SupportCommunicationCollaborationMentoringPublic Speaking

About the role

  • About our Office Tech Team Office Tech is the team behind the technology experience at Klick.
  • We help Klicksters stay connected, productive, secure, and ready to do their best work-wherever work happens.
  • The Service Manager is also responsible for the Tech Lounge experience.

Responsibilities

  • Run daily service desk operations across ServiceDesk+, and the Office Tech Slack support channels - triaging and assigning tickets, monitoring queues, managing escalations, and enforcing SLAs so nothing sits too long.
  • Lead knowledge management - author, edit, and QA knowledge base content, run knowledge-exchange sessions for the team, and build feedback loops that surface what to improve next.
  • Partner across the business - work with Office Tech, People Practices, Security, Facilities, and vendors to resolve recurring issues, close gaps, and keep raising the bar on employee productivity.
  • 5+ years delivering customer, employee, or technical support in a service-focused environment with evidence of high-quality, high-touch support outcomes.
  • 5+ years in IT support, workplace technology, service desk operations, or technical customer service supporting devices, access, applications, collaboration tools, and workplace technology.
  • 2+ years leading or supervising a service desk, technical support, or customer-facing technical team, including scheduling, coaching, performance management, and development.
  • 5+ years of practical understanding of incident, problem, change management, request fulfillment, onboarding, offboarding, knowledge management, endpoint support, and identity/access workflows.
  • Experience using Claude or similar AI tools to improve service reporting, knowledge base content, workflow documentation, or support operations.
  • Track record improving knowledge base content, workflow automation, self-service support, employee-facing technology spaces, or support experience metrics.
  • We're also committed to developing an inclusive, barrier-free recruitment process and work environment.

Requirements

  • 2+ years managing ticket queues, SLAs, escalations, reporting, and service quality in ServiceDesk+ or a comparable ITSM/service-management platform.
  • Experience presenting service updates, risks, trends, recurring issues, and recommendations to internal stakeholders or business leaders.
  • Should you require any accommodation, please contact us at careers@klick.com and we will work with you to meet your accessibility needs and ensure you have a positive experience.

Compensation

  • Comfort and enthusiasm for using AI as a regular part of how work gets done.
  • Experience using Claude or similar AI tools to improve service reporting, knowledge base content, workflow documentation, or support operations.
  • Experience supporting hybrid teams across office and remote environments, including Mac, Windows, Jamf, Google Workspace, Microsoft Entra ID, or comparable platforms.
  • Practical ITIL-aligned service management experience, certification, or equivalent applied judgment in incident, problem, change, and knowledge practices.
  • Track record improving knowledge base content, workflow automation, self-service support, employee-facing technology spaces, or support experience metrics.
  • Experience in technical retail, hospitality, customer success, or another high-touch service environment where clear communication and calm issue resolution were essential.

Benefits

  • Lead and grow the Fixanator team - own scheduling, coverage, and workload balancing; hold regular 1-on-1s; drive performance and career development; and provide input on hiring and staffing.
  • The final amount offered will be determined based on several factors such as a candidate's work location, their unique skill set, education, and prior work experience.

Company info

  • Comfort and enthusiasm for using AI as a regular part of how work gets done.
  • Founded in 1997, we have offices in New York, Philadelphia, Saratoga Springs, Toronto, London, São Paulo, and Singapore.
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This listing is sourced directly from Klick Health's careers page and normalized into a canonical job model.