Lead, IT Support Services

Who Can Apply?:

Internal (DCC Employees) and External (General Public)
Salary Range
$91,826 - $119,370
Employment Status
Continuing
Term Length
Security Level:

Secret
Language Requirement
Bilingual Mandatory
Closing Date
14/11/2025
Country
Canada
The Lead, IT Support Services supports the oversight of the daily operations of the IT Service Desk team, ensuring timely and effective resolution of technical issues and requests. This role acts as a point of escalation, provides guidance and mentorship to service desk staff, and ensures high levels of customer satisfaction through consistent service delivery.

Key Responsibilities

• Lead and support a team of service desk analysts in providing first, second and third-level technical support for hardware, software, network, and systems issues.
• Monitor ticket queues and ensure SLAs are met.
• Handle escalated issues and coordinate with other IT teams for resolution.
• Train, coach, and evaluate team members to maintain performance standards.
• Develop and maintain documentation, procedures, and knowledge base articles.
• Analyze service desk metrics and provide reports to management.
• Drive continuous improvement in service delivery and user experience.
• Maintain up-to-date knowledge of current technologies and best practices.
• Develop and maintain effective relationships with DCC, and with industry, the Client-Partners and/or stakeholders

Other

• Coordinate with vendors for technical support and on warranty claims, as required
• Other duties as assigned

Qualifications

• Proven experience in a service desk or IT support role, with leadership responsibilities.
• Strong technical troubleshooting skills across hardware, software, and network issues.
• Strong understanding of the Microsoft suite of products, including, Azure, Intune and M365.
• Excellent communication and interpersonal skills.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira, etc.).
• ITIL certification is an asset.
• Bilingual in French and English is mandatory

Skills
General and Specific Knowledge

• Best practices, methods, trends and legislation in information technology
• Knowledge of operating systems, security protocols, hardware, software applications and cloud technologies
• Project management principles

Formal Education And/or Certification(s) And Experience

• Minimum: college diploma in an IT discipline with eight years' relevant experience, or the equivalent
• Preferred: undergraduate degree in an IT discipline with a minimum of five years' relevant experience in IT service management and operations

Abilities

• Use applicable computer software and operating systems
• Write end-user instructions
• Apply project management principles

DEVELOPMENT AND LEADERSHIP

• Lead and manage direct reports
• Provide functional advice and guidance to IT staff and DCC employees

Working Conditions:
Hybrid work environment with a minimum of 2 days in the office.

Check Out Your Benefits
Working with us offers excellent opportunities for growth and advancement—and entitles you to one of the job market's best benefits packages valued at between 25 and 30% of your salary.

Your Package Includes
Health and Wellness

• 100% employer-paid annual sick leave, and health and dental premiums
• $400 wellness allowance to help cover expenses such as a gym membership
• $1,500 for mental health services on top of regular $1,500 paramedical coverage
• Telus Virtual Health Care and $750 Health Care Spending Account for some expenses not covered under provincial plans

Home and Family

• Life, accidental-death, and short-term disability insurance
• Enhanced inConfidence employee and family assistance program
• Maternity and parental leave top-up plan to 93% of regular gross earnings for up to 37 weeks
• Flexible workplace options, including $400 allowance every two years, to support working from home

Leave and Retirement

• Public-service pension
• Comprehensive vacation and other paid-leave plans, along with deluxe travel benefit plans

To begin a career with Defence Construction Canada (DCC), you must be a Canadian Citizen or a permanent resident of Canada. As a condition of employment with DCC, a minimum reliability security status clearance is required and some roles may require secret security status clearance.

DCC is responsible for the Personnel Security Clearance process . Typically to be eligible for a "Reliability" clearance, you must have five years of verifiable background information and to be eligible for a "Secret" clearance, you must have 10 years of verifiable background information. The process usually involves reference inquiries, verification of qualifications, criminal records checks, and credit checks (as required) and may require fingerprints. For more information about obtaining a security clearance, please review the Standard on Security Screening .

Required
The appropriate security clearance is a condition of employment and it is the candidate's or employee's responsibility to ensure, they are able to obtain and maintain their required security level clearance to begin or continue their employment with DCC. Failure to obtain or maintain, the appropriate level of security clearance means either the candidate or employee will not receive a job offer, the conditional offer will be rendered null and void or their employment will be terminated with cause. A thorough security clearance process will be applied to all candidates or employees considered for an appointment; this process includes inquiries, verifications and assessments regarding matters such as, but not limited to:

• criminal record checks
• reference checks
• previous employment
• open source checks
• credit/financial status

DCC's Code of Business Conduct (Code) is a condition of employment. It serves to enhance public confidence in the integrity of DCC Employees and provides clarity to Employees on a number of issues, including real or perceived conflicts of interest. Before applying to this (or any) position at DCC, candidates shall familiarize themselves with the Code, because new employees are required to certify that they have read, understood, and agreed to observe the Code upon commencing work at DCC. Employees are further required to review their obligations under the Code and notify the President's Office of any changes in their circumstances at the earliest possible opportunity, and to complete the Annual Update once a year.

Be part of a diverse and inclusive workplace

At DCC, we are committed to ensuring everyone has a voice and can be their authentic selves in our workplace. We actively encourage applications from all, including but not limited to, women, Indigenous Peoples, persons with disabilities, visible minorities and members of the LGBTQ2+ community. We also welcome applications from those who are not Canadian citizens who are eligible to work in Canada and have at least 5 years of verifiable background information.

DCC's goal is to provide barrier-free access to employment opportunities and workspaces for employees and candidates. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, accessible meeting rooms or other accommodations), please let us know and we will work with you to meet your needs. Should you require accommodation, please email - .