Service Desk Team Lead
3 weeks ago
About the Company: We are a leading IT service provider committed to delivering exceptional service and support to our clients. Our mission is to empower businesses through innovative technology solutions while fostering a culture of collaboration, inclusivity, and continuous improvement. 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. 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. 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. Pay range and compensation package: Competitive salary based on experience and qualifications. Equal Opportunity Statement: We are committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences to apply. ```
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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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Team Lead Service Desk
4 days ago
Calgary, Canada Western Financial Group Full time**Truthfulness | Fairness | Value | Loyalty** As one of Canada's largest insurance providers, Western has more than 220 locations across Canada. With over 2,100 team members, our actions are anchored in our Guiding Principles, Truthfulness, Fairness, Value, and Loyalty. We take care to deliver the right insurance solution every time so our customers can...
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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...
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Service Desk Team Lead
2 days ago
Calgary, Alberta, Canada HCLTech Full time $80,000 - $120,000 per yearAbout the Company:We are a leading IT service provider committed to delivering exceptional service and support to our clients. Our mission is to empower businesses through innovative technology solutions while fostering a culture of collaboration, inclusivity, and continuous improvement.About the Role:We are seeking a motivated and experienced Service Desk...
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Bilingual Service Desk Team Lead
2 days 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
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
2 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...
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Bilingual Service Desk Team Lead
4 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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Global Service Desk Team Lead
2 weeks ago
Calgary, Canada Long View Systems Full timeJoin to apply for the Global Service Desk Team Lead role at Long View Systems. Long View. A career that helps you get more out of life. A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our...
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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...
