Service Desk Manager

Halifax, Nova Scotia

Reference # JG-BFG-9708



Meridia Recruitment Solutions has partnered with Butterfield Group on their search for a Service Desk Manager to join their team.



Butterfield is a leading independent offshore bank and trust company, serving clients across ten international jurisdictions. Butterfield Support Services (Halifax) Limited provides centralized shared services in Finance, HR, IT, Operations, Client Services, and Compliance to the Butterfield Group. Guided by values of collaboration, empowerment, and impact, Butterfield has built a 160-year tradition of service excellence with over 1,200 financial services professionals worldwide.



Position Scope:

Reporting to the VP, Regional Infrastructure Manager, the Service Desk Manager will be responsible for leading global service desk operations across multiple regions. This role ensures high-quality IT support, consistent service delivery, and alignment with organizational and regulatory requirements. The Service Desk Manager will oversee incident, problem, change, and vulnerability management processes, with ServiceNow as the core platform enabling operational efficiency and a seamless user experience.



Responsibilities:

• Lead and manage global service desk operations, maintaining consistent service delivery standards across regions.
• Monitor and manage service performance against SLAs, KPIs, ticket quality, and user satisfaction metrics.
• Define, track, and refine SLAs, OLAs, and KPIs to drive continuous improvement in operational efficiency.
• Ensure prompt resolution of incidents, service requests, and escalations.
• Lead, mentor, and develop service desk team members through coaching, performance management, and professional development.
• Maintain and improve documentation standards, knowledge articles, and knowledge management practices.
• Support ServiceNow enhancements by providing input on workflows, configurations, and user experience improvements.
• Ensure technology processes operate in accordance with company policies, with effective delegation, audit, and control mechanisms in place.

Position Requirements:

• Minimum 5 years of experience in IT service management and operations, preferably in banking or financial services.
• Minimum 5 years of leadership or management experience overseeing cross-functional or geographically dispersed teams.
• ITIL certification strongly preferred.
• Hands-on experience with ServiceNow from a service desk perspective.
• Experience designing and operating ITSM processes.
• Strong understanding of financial services technology operations, including document management systems and banking applications.
• Technical proficiency across Active Directory, Windows, cloud platforms (IaaS, DaaS, SaaS, PaaS), desktop virtualization (VMware Horizon, Citrix), MS Exchange, firewalls, storage area networks, and networking (Cisco, TCP/IP).
• Working knowledge of security technologies and methodologies, including threat detection, intrusion prevention, and data loss protection.

To express interest in this opportunity please apply online by clicking “Apply Now” below:

For more information about this exciting opportunity please contact Jamie Grant, Partner, at View email address on meridiarecruitment.ca or Nick Leadbetter, Senior Recruitment Specialist, at View email address on meridiarecruitment.ca . If you require accommodation to participate in the recruitment process, please let Nick know.

Meridia Recruitment Solutions connects leading organizations with top talent by building strong relationships and creating ideal matches with candidates because we are only successful when you are. We appreciate your interest in this opportunity.

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