Manager, Service Desk

Closing Date: January 16, 2026 at 4:00 PM

Information Technology Services (ITS) provides UNB with professional information and communication technology services, leadership, and expertise to ensure the UNB community can achieve its goals with the support of the best technologies of today and advances of tomorrow.

Full-time | Continuing | Fredericton | Hybrid

UNB is committed to ensuring employees can maintain a healthy work-life balance. As such, we are proud to support a hybrid work approach, which includes flexible hours and work-from-home options.

Mon - Fri | 8:15 am - 4:30 pm | 36.25 hours per week

• Flexibility in working hours including participation in occasional scheduled on-call after hours support and time shifting and overtime
• Available for after-hours emergency incident management.
• Regular travel between UNB campuses

Salary Range: $71,576 - $97,550 per annum

Reporting to the Director of IT Services, the Service Desk Manager will play an essential role in sustaining the operational effectiveness of ITS by setting targets, monitoring service delivery metrics, and iterative improvement of service desk operations to ensure the delivery of high-quality, reliable, and accessible IT services. This position oversees the IT Service Desk, which is the primary contact point for all IT-related inquiries and issues, ensuring user needs are met promptly and efficiently.

• Manage service operations by ensuring adherence to procedures and standards, assigning tasks by priority, escalating documentation gaps, and resolving or escalating scheduling conflicts.
• Manage service requests by adhering to service level agreements through accurate logging, prioritization, and resolution; maintaining timely communication; and identifying recurring issues for mitigation or self-service solutions.
• Manage incidents and problems by taking ownership of all incidents within scope, coordinating emergency and multi-staff issues, ensuring accurate classification and resolution, and verifying satisfaction before closure.
• Develop a high-performing operational team by managing attendance, performance, and development; creating schedules; assigning work based on capacity and skills; leading hiring efforts; reducing single points of reliance; and implementing team-building activities.
• Manage knowledge by maintaining internal and external knowledge bases: ensure articles are current, audience-appropriate, identify gaps, and assign creation of new content.
• Monitor services using defined metrics and schedules: coordinate monitoring activities, retain logs, report performance and capacity data, and collaborate with architects on analysis and iterative improvements.
• Contribute to team success by demonstrating professionalism, initiative, and collaboration; sharing ideas; participating in departmental and university activities; and positively representing ITS.
• Participate in projects as an effective team member and deliver independent projects on time and to standard.

• Bachelor's degree in computer science with a focus on Information Technology, or Business with an Information Technology focus
• 8 years progressive experience managing people with 5 years in technology and/or IT service management

• Strong knowledge of general management principles and fundamentals, service delivery and standards
• High-level understanding of technical areas within scope of accountability
• Well-developed communications skills
• Able to work independently or as part of a team
• Proven ability to build successful teams and manage organizational transitions effectively.
• Current Information Technology Infrastructure Library (ITIL) Foundation certification