Manager, Service Desk at Quadreal Property Group in Toronto, Ontario, Canada | Kablio

Role

Description

ticket audits

sla management

kpi dashboard

process enhancements

sop management

performance reporting

Conduct spot checks on random closed tickets regularly
Review and update ticket categories
Review and update team performance matrix monthly
Define SLA Targets and maintain them at or above target% each month
Publish and review a monthly KPI dashboard shared with leadership
Propose 2 tool or process enhancements per quarter
Ensure new hires complete onboarding checklist
Reporting measured impacts of enhancements
Perform weekly audits of tickets per agent for quality review
Ensure daily shift coverage is planned and scheduled Conduct weekly huddles with team leaders
Maintain average agent performance is utilized efficiently
Conduct compliance audits
Complete performance evaluations for all team members
Host regular IT-business alignment meetings
Conduct coaching for team members below performance threshold
Establish and maintain a business-facing escalation guide
Coaching logs available for all low perform
Update or create SOPs
Discuss patterns in escalations from the service desk with deferent teams.
Maintain escalations log
Insure effective resolution of tickets
Conduct stakeholder interviews to define KPIs
Deliver monthly performance trend report to leadership
Summarizing how service desk KPIs and incident trends reflect or impact business priorities.
Maintain centralized SOP repository with monthly audits
Create and maintain a service support impact register
Define and publish initial SLA targets
Deliver support strategy updates and how it’s affecting service growth
Track and reduce repeat escalations from VIP users
Ensure every team member has an annual Individual Development Plan
Implement and track improvement plans

Requirements

servicenow

itil

agile

devops

bachelor's

3‑year manager

Proven leadership and management skills, with the ability to motivate and inspire a diverse team of IT professionals.
Achieve of mandatory training modules as per allocated time
Minimum 3 years of experience in a Manager role.
Customer-oriented and results-driven mindset, with the ability to deliver high-quality IT services that meet or exceed customer expectations.
Ability to live and embody the QuadReal values: Integrity, Collaboration, Performance, Innovation, and Responsibility.
Exceptional customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse environment.
Strong knowledge of ServiceNOW
Strong analytical, verbal, and written communication skills.
Able to prioritize and execute tasks in a high-pressure environment.
Strong interpersonal, influencing, collaboration and negotiation skills.
Strong communication and interpersonal skills, with the ability to communicate effectively with technical and non-technical audiences.
Ability to drive innovation and continuous improvement in IT infrastructure services.
Technological reviews with Gaps identifications
Minimum 7 years of experience within IT Service Desk and Help Desk roles.
Strong knowledge and experience in IT service delivery methodologies, frameworks, and tools, such as ITIL, Agile, DevOps, and ITSM.
Bachelor's degree in computer science, information systems, or related certifications.
Strong analytical, troubleshooting, and problem-solving skills

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

C$18B Assets

Initial Assets

Started with C$18 billion in assets transferred from legacy managers.

89B Assets

Total Assets

Current asset value spans across North America, Europe, and Asia.

£260M Deal

London Logistics

Refinanced a major logistics project in London.

A$1B Partnership

Australian Logistics

Partnered on a large-scale logistics project in Australia.

3rd Largest Owner

Market Ranking

Surpasses major Canadian landlords to rank third.

Fuses in-house investment, development, and property management under one roof for agile, integrated projects.
Portfolio spans office towers, logistics hubs, shopping centres, and residential communities worldwide.
Hallmark projects blend global strategy with local character, reshaping cities while driving strong institutional returns.

Culture + Values

Integrity is Our Foundation – we demand integrity as we strive for excellence and value openness, transparency and the diverse views which make us stronger.
Collaboration is Our Strength – we believe in collaboration to work efficiently and effectively as we deliver service excellence to customers, stakeholders and each other.
Performance is our focus – we measure every aspect of our performance in the thoughtful pursuit of excellence and value.
Innovation is Our Mindset – we champion innovation as we discover excellence with creativity and forward thinking.
Responsibility is our promise – we lead with a fundamental responsibility to our clients and communities to build excellence now and for generations to come.

Environment + Sustainability

80% Carbon Reduction

Canadian Operations Mandate

A significant reduction in carbon emissions across Canadian operations since 2016, showcasing strong commitment to sustainability.

50% Emissions Reduction

2030 Target for Canadian Portfolio

Aims to reduce absolute carbon emissions by half in the Canadian directly managed portfolio by 2030.

60% Fitwel Certification

Canadian Office Portfolio

60% of Canadian office spaces now hold Fitwel certifications, reflecting improved health and sustainability standards.

5 Stars Consecutive

GRESB Ranking Achievement

Consistently high performance in GRESB rankings, demonstrating leadership in sustainability.

Committed to net zero carbon by 2050 across global directly managed portfolio.
Global portfolio net zero by 2050 including scope 1, 2, and 3 emissions.
Pathway includes replacing fossil fuels with low‑carbon electricity and building upgrades; previous retrofits delivered significant emissions reduction.
Green Bond Framework issued nearly $1.2 billion in green bonds since 2020—the largest real estate green bond program in Canada.
Over 95% of Canadian assets are green‑certified.
Smart building initiatives cut annual energy costs by 25% and outdoor water use by 60% during peak months.
Innovative waste solutions (e.g., cameras in open‑top bins, on‑site composters) improved waste‑management efficiency.

Inclusion & Diversity

No publicly available DEI values or strategy found on official site.
No gender-related statistics or DEI goals available in external or LinkedIn sources.

Articles

Careers at QuadReal

Our Portfolio

Sustainability Commitment

Role

Description

ticket audits

sla management

kpi dashboard

process enhancements

sop management

performance reporting

Conduct spot checks on random closed tickets regularly
Review and update ticket categories
Review and update team performance matrix monthly
Define SLA Targets and maintain them at or above target% each month
Publish and review a monthly KPI dashboard shared with leadership
Propose 2 tool or process enhancements per quarter
Ensure new hires complete onboarding checklist
Reporting measured impacts of enhancements
Perform weekly audits of tickets per agent for quality review
Ensure daily shift coverage is planned and scheduled Conduct weekly huddles with team leaders
Maintain average agent performance is utilized efficiently
Conduct compliance audits
Complete performance evaluations for all team members
Host regular IT-business alignment meetings
Conduct coaching for team members below performance threshold
Establish and maintain a business-facing escalation guide
Coaching logs available for all low perform
Update or create SOPs
Discuss patterns in escalations from the service desk with deferent teams.
Maintain escalations log
Insure effective resolution of tickets
Conduct stakeholder interviews to define KPIs
Deliver monthly performance trend report to leadership
Summarizing how service desk KPIs and incident trends reflect or impact business priorities.
Maintain centralized SOP repository with monthly audits
Create and maintain a service support impact register
Define and publish initial SLA targets
Deliver support strategy updates and how it’s affecting service growth
Track and reduce repeat escalations from VIP users
Ensure every team member has an annual Individual Development Plan
Implement and track improvement plans

Requirements

servicenow

itil

agile

devops

bachelor's

3‑year manager

Proven leadership and management skills, with the ability to motivate and inspire a diverse team of IT professionals.
Achieve of mandatory training modules as per allocated time
Minimum 3 years of experience in a Manager role.
Customer-oriented and results-driven mindset, with the ability to deliver high-quality IT services that meet or exceed customer expectations.
Ability to live and embody the QuadReal values: Integrity, Collaboration, Performance, Innovation, and Responsibility.
Exceptional customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse environment.
Strong knowledge of ServiceNOW
Strong analytical, verbal, and written communication skills.
Able to prioritize and execute tasks in a high-pressure environment.
Strong interpersonal, influencing, collaboration and negotiation skills.
Strong communication and interpersonal skills, with the ability to communicate effectively with technical and non-technical audiences.
Ability to drive innovation and continuous improvement in IT infrastructure services.
Technological reviews with Gaps identifications
Minimum 7 years of experience within IT Service Desk and Help Desk roles.
Strong knowledge and experience in IT service delivery methodologies, frameworks, and tools, such as ITIL, Agile, DevOps, and ITSM.
Bachelor's degree in computer science, information systems, or related certifications.
Strong analytical, troubleshooting, and problem-solving skills

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

C$18B Assets

Initial Assets

Started with C$18 billion in assets transferred from legacy managers.

89B Assets

Total Assets

Current asset value spans across North America, Europe, and Asia.

£260M Deal

London Logistics

Refinanced a major logistics project in London.

A$1B Partnership

Australian Logistics

Partnered on a large-scale logistics project in Australia.

3rd Largest Owner

Market Ranking

Surpasses major Canadian landlords to rank third.

Fuses in-house investment, development, and property management under one roof for agile, integrated projects.
Portfolio spans office towers, logistics hubs, shopping centres, and residential communities worldwide.
Hallmark projects blend global strategy with local character, reshaping cities while driving strong institutional returns.

Culture + Values

Integrity is Our Foundation – we demand integrity as we strive for excellence and value openness, transparency and the diverse views which make us stronger.
Collaboration is Our Strength – we believe in collaboration to work efficiently and effectively as we deliver service excellence to customers, stakeholders and each other.
Performance is our focus – we measure every aspect of our performance in the thoughtful pursuit of excellence and value.
Innovation is Our Mindset – we champion innovation as we discover excellence with creativity and forward thinking.
Responsibility is our promise – we lead with a fundamental responsibility to our clients and communities to build excellence now and for generations to come.

Environment + Sustainability

80% Carbon Reduction

Canadian Operations Mandate

A significant reduction in carbon emissions across Canadian operations since 2016, showcasing strong commitment to sustainability.

50% Emissions Reduction

2030 Target for Canadian Portfolio

Aims to reduce absolute carbon emissions by half in the Canadian directly managed portfolio by 2030.

60% Fitwel Certification

Canadian Office Portfolio

60% of Canadian office spaces now hold Fitwel certifications, reflecting improved health and sustainability standards.

5 Stars Consecutive

GRESB Ranking Achievement

Consistently high performance in GRESB rankings, demonstrating leadership in sustainability.

Committed to net zero carbon by 2050 across global directly managed portfolio.
Global portfolio net zero by 2050 including scope 1, 2, and 3 emissions.
Pathway includes replacing fossil fuels with low‑carbon electricity and building upgrades; previous retrofits delivered significant emissions reduction.
Green Bond Framework issued nearly $1.2 billion in green bonds since 2020—the largest real estate green bond program in Canada.
Over 95% of Canadian assets are green‑certified.
Smart building initiatives cut annual energy costs by 25% and outdoor water use by 60% during peak months.
Innovative waste solutions (e.g., cameras in open‑top bins, on‑site composters) improved waste‑management efficiency.

Inclusion & Diversity

No publicly available DEI values or strategy found on official site.
No gender-related statistics or DEI goals available in external or LinkedIn sources.

Articles

Careers at QuadReal

Our Portfolio

Sustainability Commitment