Service Desk Team Lead

The Service Desk Team Lead will oversee the daily operations of the Service Desk, lead and mentor the SD Analyst team, and ensure high-quality customer service. The position requires demonstrated technical and client-focused competency and leadership skills.

Requirements

• Post-secondary education and/or technical certification — Bachelor’s Degree in Computer Science or a related field is preferred.
• ITIL certification is an asset.
• Three years leading a team delivering IT support services is preferred.
• Seven years working on a service desk, in a system admin role, or relevant industry experience.
• Strong leadership and people management skills sufficient to lead a team to achieve divisional and departmental objectives.
• Expertise in ITSM platforms, such as Freshservice, ServiceNow, and Remedy.
• Experience applying the Capability Maturity Model (CMM) to a service desk is desirable.
• Knowledge of any of the following systems an asset: Microsoft Office (M365) suite, Open Text eDOCS, Microsoft Dynamic 365 (CRM), Microsoft Intune and Autopilot, Windows Server, Microsoft Azure, Microsoft Entra, MS Teams, MS Co-Pilot (rollout and support).

Benefits

• 100 per cent employer-paid benefits, comprehensive health and dental, employee life insurance, short-term and long-term disability;
• retirement benefits;
• travel insurance;
• paid vacation time, flex and sick days;
• an employee family assistance program;
• transportation allowance, generous flexible spending account and professional development through subsidized courses, conference, workshops, seminars and in-house training;
• fun and giving back to the community with initiatives offered through our ASC Social Club and annual United Way Campaign.