Bilingual Service Desk Team Lead
2 weeks ago
About the Role : We are seeking a motivated and experienced Service Desk Team Lead to oversee the day‑to‑day IT service desk operations supporting a 24×7 environment. The ideal candidate will bring strong technical expertise in PC troubleshooting, ServiceNow reporting, AWS Connect / IVR management, and a proven ability to manage and develop a high‑performing team. Key Responsibilities : Lead and manage a Service Desk team of 8–12 analysts, ensuring service delivery within defined SLAs across 24×7 operations. Provide hands‑on technical support for PC hardware, OS, and application troubleshooting. Manage and maintain the Knowledge Base for accuracy, completeness, and accessibility. Generate and analyze ServiceNow reports to track KPIs, SLAs, and service quality trends. Oversee AWS Connect and IVR configuration, managing call flows, routing, and optimization. Coordinate escalations with internal IT and infrastructure teams to ensure timely resolution. Support training, mentoring, and performance reviews for service desk analysts. Ensure smooth shift handovers and maintain operational discipline within the 24×7 structure. Be available for escalations and after‑hours support as required. Required Qualifications : 3–5 years of experience managing IT Service Desk or technical support operations. Strong understanding of incident, request, and escalation management processes. Proven hands‑on troubleshooting experience in Windows environments, hardware, and network connectivity. Proficiency in ServiceNow (reporting, dashboards, ticket management). Experience managing AWS Connect and IVR systems. Excellent communication and people management skills. Fully bilingual (English and French) – written and verbal. Must be a Canadian citizen or permanent resident with full work authorization. Willingness to work on‑site (five days per week) and manage a 24×7 operational model. Technical Certifications (Required / Preferred) : ITIL v4 Foundation Certification – required. CompTIA A+ or Microsoft Certified: Modern Desktop Administrator – required. Any additional leadership or customer service certifications will be an asset. Preferred Skills : Experience in SLA management, CSAT improvement, and service analytics. Familiarity with process improvement frameworks and knowledge management best practices. Strong organizational and problem‑solving abilities. #J-18808-Ljbffr
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Bilingual Service Desk Team Lead
4 hours ago
Calgary, Alberta, Canada Yochana Full time $62,400 - $100,800 per yearRole: Bilingual Service Desk Team LeadLocation:Calgary, AB, Canada OnsiteRate: CAD$ 24/Hr on T4About the Role:We are seeking a motivated and experienced Service Desk Team Lead to oversee the day-to-day IT service desk operations supporting a 24×7 environment. The ideal candidate will bring strong technical expertise in PC troubleshooting, ServiceNow...
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Bilingual Service Desk Team Lead
4 weeks ago
Calgary, Canada HCLTech Full timeAbout the Role: We are seeking a motivated and experienced Service Desk Team Lead to oversee the day-to-day IT service desk operations supporting a 24×7 environment. The ideal candidate will bring strong technical expertise in PC troubleshooting, ServiceNow reporting, AWS Connect/IVR management, and a proven ability to manage and develop a high-performing...
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Bilingual Service Desk Team Lead
1 week ago
Calgary, Canada HCLTech Full timeAbout the Role: We are seeking a motivated and experienced Service Desk Team Lead to oversee the day-to-day IT service desk operations supporting a 24×7 environment. The ideal candidate will bring strong technical expertise in PC troubleshooting, ServiceNow reporting, AWS Connect/IVR management, and a proven ability to manage and develop a high-performing...
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Bilingual Service Desk Team Lead
3 weeks ago
Calgary, Canada HCLTech Full timeAbout the Role:We are seeking a motivated and experienced Service Desk Team Lead to oversee the day-to-day IT service desk operations supporting a 24×7 environment. The ideal candidate will bring strong technical expertise in PC troubleshooting, ServiceNow reporting, AWS Connect/IVR management, and a proven ability to manage and develop a high-performing...
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Bilingual Service Desk Team Lead
4 weeks ago
Calgary, Canada None Full timeAbout the Role:We are seeking a motivated and experienced Service Desk Team Lead to oversee the day-to-day IT service desk operations supporting a 24×7 environment. The ideal candidate will bring strong technical expertise in PC troubleshooting, ServiceNow reporting, AWS Connect/IVR management, and a proven ability to manage and develop a high-performing...
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Bilingual Service Desk Team Lead
3 weeks ago
Calgary, Canada HCLTech Full timeThis role is offered by HCLTech. Base pay is CA$30.00/hr - CA$35.00/hr. About the Role We are seeking a motivated and experienced Service Desk Team Lead to oversee the day‑to‑day IT service desk operations supporting a 24×7 environment. The ideal candidate will bring strong technical expertise in PC troubleshooting, ServiceNow reporting, AWS Connect/IVR...
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Bilingual Service Desk Team Lead
2 weeks ago
Calgary, Alberta, Canada HCLTech Full time $80,000 - $120,000 per yearAbout the Role:We are seeking a motivated and experienced Service Desk Team Lead to oversee the day-to-day IT service desk operations supporting a 24×7 environment. The ideal candidate will bring strong technical expertise in PC troubleshooting, ServiceNow reporting, AWS Connect/IVR management, and a proven ability to manage and develop a high-performing...
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Bilingual Service Desk Team Lead
4 weeks ago
Calgary, AB, Canada HCLTech Full timeAbout the Role: We are seeking a motivated and experienced Service Desk Team Lead to oversee the day-to-day IT service desk operations supporting a 24×7 environment. The ideal candidate will bring strong technical expertise in PC troubleshooting, ServiceNow reporting, AWS Connect/IVR management, and a proven ability to manage and develop a high-performing...
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Service Desk Team Lead
1 week ago
Calgary, Alberta, Canada my clients Full time $90,000 - $120,000 per yearService Desk Team Lead (Bilingual – English/French)Location: Calgary, AB - On-siteContract"About the Role:We are seeking a motivated and experienced Service Desk Team Lead to oversee the day-to-day IT service desk operations supporting a 24×7 environment. The ideal candidate will bring strong technical expertise in PC troubleshooting, ServiceNow...
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Service Desk Team Lead
2 weeks ago
Calgary, Alberta, Canada KTek Resourcing Full time $80,000 - $120,000 per year3–5 years of experience managing IT Service Desk or technical support operations.Strong understanding of incident, request, and escalation management processes.Proven hands-on troubleshooting experience in Windows environments, hardware, and network connectivity.Proficiency in ServiceNow (reporting, dashboards, ticket management).Experience managing AWS...
