Service Desk Team Lead

2 weeks ago

Dartmouth, Canada ABM Integrated Solutions Full time

**Overview**
The IT Service Desk Team Lead is responsible for leading frontline IT support operations, ensuring the seamless delivery of technical assistance to internal and external stakeholders. This position combines hands-on technical expertise with strategic team leadership. You will manage incident response, guide escalation workflows, and drive service excellence across the Service Desk team, including after-hours response coordination.

**Duties**
- Lead, coach, and develop a high-performing team of Service Desk Analysts, fostering accountability, technical growth, and customer-first support culture.
- Own the service desk queues: prioritize and manage workloads, track SLA compliance, and ensure accurate & timely issue resolution.
- Lead the co-ordination and execution of after-hours incident response and critical issue resolution, including stakeholder communication and root cause analysis.
- Analyze Service Desk metrics and operational trends to identify performance gaps, recurring issues, and opportunities for process automation or improvement.
- Mentor junior team members, and serve as an escalation point for complex and after-hours incidents.
- Maintain and evolve technical documentation, including SOP’s and incident post-mortems.
- Contribute to the development and enforcement of ITSM processes, including change management, asset tracking, and incident handling.

**Experience**
- Minimum 5 years of IT support experience, including 2 years in a leadership or supervisory capacity.
- Advanced knowledge of IT service management frameworks and experience with ticketing platforms.
- Solid technical proficiency in Microsoft 365, Active Directory, remote support tools, and network fundamentals.
- Experience coordinating incident response and service continuity during off-hours and high-impact events.
- Exceptional communication, conflict resolution, and people management abilities.

**Job Types**: Full-time, Permanent

Pay: $1.00-$2.00 per year

**Benefits**:

- Company car
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Mileage reimbursement
- On-site parking
- Paid time off
- RRSP match
- Vision care

Schedule:

- Monday to Friday
- On call
- Weekends as needed

**Location**:

- Dartmouth, NS B3B 1S4 (required)

Work Location: In person

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