Team Lead Help Desk

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MSP Corp is a dynamic and evolving organization. Our team is energetic, multidisciplinary, and high performing. We thrive on the diversity of our team members and believe that any candidate could be the talent we are looking for to take us to the next level. As we continue to grow, we are seeking a Help Desk Team Lead to join us in creating innovative technology solutions that will shape the future of modern work for our clients.

About the Role

As a Help Desk Team Lead, you will be responsible to working closely with our operations Manager to ensure our help desk is providing a Delightful IT experience to our customers. The candidate must possess excellent communication skills both verbally and written. The candidate must have excellent leadership skills and be comfortable leading a team of first line technicians tasked with rapidly triaging ticket volume, responding to clients, and resolving issues quickly and efficiently.

Location: Richmond Hill

Schedule: Monday to Friday, 40 hours per week (8:30 a.m. – 5:00 p.m.)

Work Mode: Onsite

What You Will Do

• Oversee day-to-day Help Desk team operations including ticket triage, troubleshooting, resolution, and call center operations
• Provide leadership and guidance to the Help Desk, including training for all new employees
• Ensure team is achieving SLAs and productivity goals including technician time tracking, ticket response time, call answer time, timely resolutions and/or escalations of support tickets
• Oversee scheduling of field technicians and maintain field technician calendars
• Oversee and maintain after hours on call schedule
• Provide oversight and assistance when required for after hours on call technicians to ensure a smooth service delivery after hours
• Address client concerns/inquiries related to help desk procedures and service issues
• Handle all initial hierarchical escalations (technical and customer service related) – determine whether the issue needs to be escalated to the account manager (customer service issue), or Escalations team (technical issue) and work with the internal team members to ensure a smooth transfer.
• Provide direction and guidance to team members to reach technical resolutions
• Ensure alerts for monitored devices are actioned in a timely manner and with the appropriate response
• Ownership of our network monitoring dashboard throughout the business day operation
• Monitor tickets throughout the team to ensure clients are receiving feedback in an appropriate and professional manner
• Follow all current processes in place, and make suggestions for improvements
• Ensure customer satisfaction through follow up phone calls when needed
• Work with the Operations Manager to identify gaps in our service delivery and assist in creating structured documents, SOPs and Process Documents to organize, refine and solidify our service delivery
• Performing other duties as assigned

What We Are Looking For

• Highly organized and excellent time management and leadership skills
• High degree of technical knowledge and the ability to guide team members to technical resolutions
• Extensive experience with Windows (7 to 11), Windows Server (2012 to 2025), Linux (All major versions)
• Cloud Environments and Services: Azure Entra ID, Amazon S3, Google G-Suite, and on-premises/Azure synchronized environments.
• Microsoft Solutions: On-premises Active Directory, Exchange Online, SharePoint Online, Teams (including the Teams phone system), SQL Server, Exchange Server, and SharePoint Server.
• Virtualization and Storage: VMWare, Hyper-V, servers, SANs (Storage Area Networks), and NAS (Network-Attached Storage).
• Networks and Security: Cisco Enterprise Wireless, Cisco routing and switching, SonicWALL, and Fortinet Fortigate firewalls.

Why MSP Corp

• Benefits package.
• Dynamic work environment.
• Corporate gym discounts.
• Wellness days.
• Opportunities for growth and training.

Ready to make a difference? Join us and shape the future of modern work. Apply today

Diversity, Equity, Inclusion, and Accessibility Statement: At MSP Corp, we believe that diversity, equity, inclusion and accessibility are essential for fostering a healthy and innovative work environment. We are committed to creating a workplace where everyone, regardless of age, gender, ethnicity, sexual orientation, ability, or any other characteristic, feels valued and respected. We encourage applications from individuals of diverse backgrounds and perspectives and ensure a fair and inclusive recruitment process.