Service Desk Team Lead

Job Title: Service Desk Team Lead
Location: Multi-site Edmonton, Alberta (On-Site)
Type: 12-Month Contract

All applicants must be legally entitled to work in Canada.

The Position:

Our client is seeking an experienced Service Desk Team Lead to provide technical leadership and hands-on support within a multi-site technology environment. You will work closely with technical teams, end users, vendors, and business stakeholders to ensure technology services remain reliable, secure, accessible, and well-supported.

You will play a key role in service desk operations, escalations, asset management, user support, technology deployment, training, documentation, and continuous improvement while helping deliver exceptional service to end users.

What You'll Do:

Service Desk Leadership & Operations

• Provide leadership, mentoring, and technical guidance to support team members.
• Coordinate service requests, incidents, and escalations.
• Support service delivery standards, documentation, and operational procedures.
• Assist with technology deployments, upgrades, and service improvement initiatives.

Technical Support & End User Services

• Provide Level 2 technical support through phone, email, remote access tools, and in person.
• Troubleshoot hardware, software, account, access, connectivity, and device-related issues.
• Support desktops, laptops, Chromebooks, tablets, printers, interactive display technologies, and related peripherals.
• Manage and document incidents, requests, and resolutions within the service management platform.

Asset Management, Training & Continuous Improvement

• Coordinate device deployment, maintenance, repair, replacement, and lifecycle management activities.
• Maintain accurate inventory records, warranty information, asset documentation, and audit records.
• Develop user guides, knowledge base articles, and support documentation.
• Deliver user training and promote technology best practices.
• Support cybersecurity, privacy, and information management requirements.

Mandatories:

• High school diploma or equivalent.
• Minimum 5 years of experience in a Service Desk, Technical Support, or IT Support environment.
• Experience acting as a senior resource, lead, mentor, or escalation point.
• Strong knowledge of Windows and macOS operating systems.
• Strong knowledge of hardware, software, cloud technologies, networking, and user account management.
• Experience with ServiceNow, Jira Service Management, or similar ticketing systems.
• Experience supporting desktops, laptops, Chromebooks, tablets, printers, interactive display technologies, and related peripherals.
• Experience with technology asset management, inventory controls, audits, and device lifecycle management.
• Working knowledge of cybersecurity, privacy, confidentiality, and secure data-handling practices.
• Strong analytical, troubleshooting, organizational, and customer-service skills.
• Excellent verbal and written communication skills.
• Experience developing user documentation and training materials.
• Must possess two (2) or more of the following certifications, whether current or expired:
  • ITIL
  • Google IT Support Professional Certificate
  • Microsoft 365 Certified: Fundamentals
  • Microsoft 365 Certified: Endpoint Administrator Associate
  • Microsoft 365 Certified: Teams Administrator Associate
  • Microsoft Security, Compliance and Identity Fundamentals
  • Cisco Certified Support Technician
  • VMware Certified Professional (VCP)
  • CompTIA Security+
  • CompTIA Network+

Assets:

• Two-year post-secondary diploma in Information Technology or a related discipline.
• Experience supporting educational, training, or shared-user technology environments.
• Experience leading technology deployment or service improvement initiatives.