Service Desk Team Lead

6 days ago

Calgary, Alberta, Canada Yochana Full time

Job Title: Service Desk Team Lead

Location: Calgary, AB (Onsite)

Duration: Contract

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

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