Klick
Service Manager, Office Tech (IT Support)
Toronto, Ontario, Canada
Sponsorship not specified$75k-$85kDetected 47 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
- The base salary range for this position is between CAD $75,000 - $85,000.
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.
This listing is sourced directly from Klick's careers page and normalized into a canonical job model.