1 of 1 Incident Response Jobs in Halifax

Responsibilities Lead, coach, and develop a multisite team of 1st to 3rd line IT Support Analysts. Oversee daily operations of the IT Service Desk, ensuring SLAs are met across incident, request, and problem management. Act as the primary escalation point for major incidents, coordinating resolution and stakeholder communication. Own and improve ITSM processes including incident, problem, request, change … and major incident management. Monitor service desk KPIs. Ensure smooth collaboration across infrastructure, development, and platform teams. Maintain excellent service quality and communication with internal and external users. Promote a culture of continuous improvement and customer service excellence. Contribute to IT strategy by identifying automation opportunities and service enhancements. Service Desk Manager Requirements Proven experience managing an IT Service … Desk or Technical Support function. Strong working knowledge of ITSM frameworks. Hands on expertise in incident, request, problem, and major incident management. Skilled in leading and developing high performing support teams (1st to 3rd line). Experience with major incident response and crisis communication. Customer focused with strong interpersonal and stakeholder management abilities. Familiarity with ITSM More ❯