Service Desk Manager

Company Overview:

Canpar Express and Loomis Express, both subsidiaries of TFI International, are key players in Canada’s logistics sector. Canpar, founded in 1976, specializes in small parcel delivery with over 1,700 employees and 55 terminals nationwide. Loomis, has roots dating back to 1905, providing high-quality courier services in both divisions contributes to TFI’s annual revenue exceeding $10 plus billion (CAD).

Together, they leverage a vast network to deliver efficient and reliable services across the country, emphasizing customer satisfaction and operational excellence.

Position Summary:

The IT Service Desk Manager reports to the Senior Manager of IT Services and oversees core IT Service Delivery processes. Collaborating with various business units within TFI’s Package and Courier division, the Service Desk Manager ensures the delivery of essential technology solutions to support employees and business operations. The Service Desk Manager will lead the team in modernizing practices and ensuring compliance with industry-standard ITSM protocols.

Roles & Responsibilities:

• Oversee supervision of the Service Desk team to support daily operations, including technical support, deployment of new technology assets, and user access requests.
• Assign tasks within the Service Desk team, including ticket management.
• Manage first-call support for user or site issues related to applications, desktops, WAN, LAN, and telephony functions.
• Coordinate the escalation of urgent and complex support issues to appropriate IT teams.
• Lead the team in implementing technological improvements and standard operating procedures; assist with staffing and training as needed.
• Develop technical expertise within the IT environment and provide second-level incident handling and problem resolution.
• Collaborate with the IT leadership team on policies and standard operating procedures.
• Work with IT management to establish and report on progress and performance metrics to measure IT effectiveness and productivity.
• Administer IT infrastructure systems managed by the desktop team, including workstation patch management, antivirus, and inventory systems.
• Ensure daily activities comply with established SOPs, SOX audit requirements, and company policies.
• Maintain images for end-user machines.
• Supervise a team of 7-8 technical support staff.

Qualifications:

• Hands-on technologist proficient with current business systems, including Windows, Office 365, PC virtualization, and Active Directory (including GPO).
• Strong understanding of IT security; lead the team in endpoint protection and incident response in collaboration with the cybersecurity team.
• Expertise in endpoint management, including image creation, deployment, compliance, and configuration using tools like Intune.
• Extensive experience with ITSM tools for ticketing, monitoring, and reporting (Ivanti Neurons ITSM currently in use).
• Solid understanding of ITIL principles; ITIL certification preferred, ITIL Foundations course completion certificate
• SharePoint 365 administration experience is an asset.
• Completion of a relevant post-secondary degree or diploma
• Minimum of 5 years of senior IT experience, including team leadership.
• Availability to work on-site at Head Office in Brampton daily; flexible schedule to accommodate occasional evening or weekend demands.
• Excellent interpersonal and communication skills.

To Apply:

Interested candidates are invited to submit their updated resume to We would like to thank all applicants in advance for their interest, however only those who meet the above qualifications will be contacted.

Canpar-Loomis Express is committed to Employment Equity and encourages applications from all qualified women and men, including aboriginal peoples, persons with disabilities and visible minorities.