IT Service Desk Team Lead

**Who We Are**:
Join the dynamic team at ActiveCoTechnology Management, a New Charter Technologies Company, a leader in reshaping IT Management since 1999. We pride ourselves on using innovative techniques to deliver outstanding support services to small and medium-sized businesses across North America. At ActiveCo, we foster an exceptional culture to embrace diversity and create an inclusive and collaborative work environment. We believe in working hard, having fun, strategizing nonstop, and never giving up.

We’re looking for an enthusiastic Service Desk Team Lead to elevate our IT support operations. If you excel in troubleshooting, mentoring, and managing ticket queues, and have a passion for process-driven efficiency, you’ll fit right in. This role is based in our dynamic and collaborative environment, where your growth and professional development are our top priorities. In other companies, this role might be titled Service Desk Supervisor, Escalation Team Lead, IT Support Lead, or Help Desk Manager.

**Who We Are**:At **ActiveCo**Technology**Management, a New Charter Technologies Company,**your career is more than a job— it’s a launchpad. Here, your technical skills and mentorship help shape the success of our clients and team. As a Team Lead, you’ll guide through action— resolving escalations, supporting your peers, and keeping things running smoothly.

We’re a people
- first MSP that values curiosity, accountability, and continuous growth. You’ll be part of a collaborative, purpose
- driven team where your ideas matter and your leadership makes a difference from day one.

Since 1999, ActiveCo Technology Management has reshaped IT Management by using innovative techniques to provide outstanding support services to small and medium-sized businesses across all North America. We believe in creating an exceptional culture, with an exceptional purpose to embrace diversity and create an inclusive and collaborative work environment. Together, we work hard, we have fun, we strategize nonstop, and we never give up

We’re looking for an enthusiastic **Service Desk Team Lead**to elevate our IT support operations. If you excel in troubleshooting, mentoring, and managing ticket queues, and have a passion for process-driven efficiency, you’ll fit right in. This role is based in our dynamic and collaborative environment, where your growth and professional development are our top priorities. **This role is based in Port Coquitlam, BC**

**Key Responsibilities**:

- Support day-to-day operations of the IT Service Desk by overseeing ticket flow, assigning priorities, and assisting with real-time dispatch
- Act as a point of contact for escalated technical issues, working closely with Level 2/3 technicians to ensure timely resolution
- Provide hands-on coaching and mentorship to team members, offering guidance on troubleshooting techniques, documentation, and customer interactions
- Monitor ticket queues, ensure SLAs are being met, and flag any potential issues or bottlenecks to management
- Assist with the implementation and reinforcement of service desk procedures and best practices to promote consistency and quality
- Collaborate with team members and internal departments to resolve client issues efficiently and share knowledge
- Support the creation and maintenance of documentation and internal knowledge bases
- Promote a positive, collaborative, and accountable team environment focused on continuous learning and improvement
- Share weekly performance updates and insights with leadership, contributing to data-driven decisions and team development

**Requirements**:

- 4-6 years of experience working on an MSP service desk, with exposure to leadership tasks such as mentoring, shift coordination, or escalation handling
- Demonstrated ability to guide and support peers in a fast-paced technical support environment
- Strong troubleshooting skills across desktops, networks, and cloud systems, with ownership of ticket queues and issue resolution
- Excellent communication skills with a collaborative, customer-first mindset
- Familiarity with service metrics (SLA, CSAT, FCR) and how they relate to day-to-day service delivery
- Proven ability to remain calm under pressure, de-escalate situations, and encourage team problem-solving
- Process-oriented with a drive for consistency, quality, and documentation
- Strong situational awareness and decision-making in a team setting
- Technical knowledge of IT infrastructure, systems, and tools (experience with ConnectWise or similar PSA platforms is a plus)

**Salary**:
CAD $75,000 - 90,000 Depending on experience, skills and competencies.

**Join ActiveCo and Customize Your Benefits**:
At ActiveCo, we understand that your needs are unique, which is why we offer you the flexibility to design a benefits package that suits you best. When you join our team, you'll have access to:

- Flexible Vacation Policy
- Professional Development Fund
- Personalized Health and Dental Coverage
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