Service Desk Team Lead

2 weeks ago

Calgary, Alberta, Canada HCLTech Full time

About the Company:
We are a leading IT service provider committed to delivering exceptional service and support to our clients. Our mission is to empower businesses through innovative technology solutions while fostering a culture of collaboration, inclusivity, and continuous improvement.

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.

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.

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.

Pay range and compensation package:
Competitive salary based on experience and qualifications.

Equal Opportunity Statement:
We are committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences to apply.

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