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Manager, Service Desk

Req id:  34969

Waterloo, ON, CA Richmond Hill, ON, CA Mississauga, ON, CA



As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 



The Opportunity:

The Senior Manager, Service Delivery will oversee Service Desk operations within the Americas region.  The team consists of Leaders and staff located in Canada, including company headquarters (Waterloo, ON) and hence this role is located at our Waterloo office.


This role provides strategic and tactical leadership to support the end-user community while ensuring the delivery of consistent quality customer service across the organization.  This role demands hands-on support and technical expertise and acts as a point of contact for escalations beyond the Service Desk.

You Are Great At:

  • Provide regional strategic leadership, direction, and management of IT resources in accordance with Corporate IT strategy and in coordination with regional IT leadership
  • Oversee activities within our Canadian offices to ensure timely deployment, return, refurbishment, and re-use of IT equipment. This includes monitoring inventory and usage patterns to avoid shortfall
  • Audio/Visual support, boardrooms/meeting rooms within the office
  • Event support for company sponsored events
  • Assisting in complex ticket requests, procurement of IT equipment and resolving escalations directly or in collaboration with subject matter experts
  • Establish relationships with key local and regional stakeholders and regularly collaborate with IT, HR, Facilities, and other enterprise colleagues to: support strategic goals, help develop/achieve tactical objectives, apply policy, standards, and protocols to meet operational and regulatory requirements
  • Contribute in the development, implementation and delivery of service metrics with an emphasis on quality
  • Build internal competency and subject matter expertise in support of key infrastructure, operations, and service deliverables
  • Develop and lead the execution of service programs such as Asset Tracking, Dashboards, Customer Satisfaction Surveys, and other Key Performance Indicators (KPIs)
  • Benchmark, evaluate and flag areas of opportunities
  • Team resource management - manage staff allocation (internal and external resources) to ensure appropriate staffing of projects and required skillset.  Lead the interview and selection process of new team members
  • Manage, train, and develop staff - lead by example to motivate and challenge team members to perform their best
  • Provide leadership to ensure the successful integration of acquired companies


What it takes:


  • Ability to thrive in a fast-paced, rapidly changing environment
  • Take ownership, demonstrate sense of urgency, and drive operational excellence
  • Communicate effectively across all levels of the organization
  • Attract, develop, and retain top talent
  • Strong project management and prioritization skills, including leading and coordinating multiple initiatives, influencing non-direct reports and peers, and ensuring on-time delivery
  • Good understanding and technical knowledge of systems including but not limited to: Windows 10/11, MAC OS, Active Directory, SCCM, INTUNE, JAMF, WorkspaceOne, Android/iPhone, Cisco, Microsoft Products (Office 365, WIN 365, TEAMS, etc.)
  • Professional communication (both written and verbal) and presentation skills (English
  • Ability to solve problems and make effective decisions
  • Interface confidently with executive staff, external customers, and vendors
  • Organized with an ability to recognize changing priorities and “pivot” accordingly

Work Environment:

  • This role is based in Waterloo, ON (Company Headquarters)
  • Standard 40-hour work week with regular business hours of 8:30am– 5:00pm ET
  • There may be a requirement to manage email outside of business hours for business needs
  • After-hours work may be necessary due to schedules, deadlines and / or reliability issues
  • Minimal travel may be required



OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact


Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and potential. Become an OpenText Navigator.

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