Bilingual Team Lead, IT Support Services

1 week ago

Ottawa, Canada LeverageTek Staffing Solutions Full time

LeverageTek is actively seeking a Bilingual Team Lead, Service Desk for a permanent fulltime position with its Ottawa-based customer. Work Location Hybrid (2 days per week onsite) Security Requirement Must be eligible for a Government of Canada Secret Clearance. Key Tasks 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. Key Qualifications Leadership in IT Service Desk Operations: Proven experience leading or supervising a Service Desk/IT Support team, including managing ticket queues, meeting SLAs, and providing mentorship and performance feedback to team members. Strong Technical Troubleshooting Skills: Hands-on expertise resolving hardware, software, and network issues across multiple environments, with the ability to handle complex escalations and coordinate with other IT teams for resolution. Microsoft 365 and Azure Environment Expertise: In-depth understanding and practical experience with Microsoft 365, Azure, and Intune, ensuring efficient support, system administration, and user management in a modern cloud-based environment. 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 a plus. Formal Education and/or Certification(s) and Experience: Minimum: college diploma in computer science with five years' relevant experience, or the equivalent Preferred: University degree in the above fields and/or additional training, such as Microsoft certification and/or specific education in the areas of network configuration, exchange servers, virtualization and hardware/software Asset Microsoft Certifications (e.g., MCSA, MCSE, or equivalent)

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    1 week ago

    Ottawa, ON, Canada LeverageTek Staffing Solutions Full time

    LeverageTek is actively seeking a Bilingual Team Lead, Service Desk for a permanent fulltime position with its Ottawa-based customer. Work Location Hybrid (2 days per week onsite) Security Requirement Must be eligible for a Government of Canada Secret Clearance. Key Tasks Lead and support a team of service desk analysts in providing first, second and...

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  • Bilingual Team Lead, IT Support Services

    1 week ago

    Ottawa, ON, Canada LeverageTek Staffing Solutions Full time

    LeverageTek is actively seeking a Bilingual Team Lead, Service Desk for a permanent fulltime position with its Ottawa-based customer. Work Location Hybrid (2 days per week onsite) Security Requirement Must be eligible for a Government of Canada Secret Clearance. Key Tasks Lead and support a team of service desk analysts in providing first, second and...

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    1 week ago

    Greater Ottawa Metropolitan Area, Canada LeverageTek Staffing Solutions Full time

    LeverageTek is actively seeking a Bilingual Team Lead, Service Desk for a permanent fulltime position with its Ottawa-based customer. Work LocationHybrid (2 days per week onsite) Security RequirementMust be eligible for a Government of Canada Secret Clearance. Key TasksLead and support a team of service desk analysts in providing first, second and...

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    LeverageTek is actively seeking a Bilingual Team Lead, Service Desk for a permanent fulltime position with its Ottawa-based customer. Work LocationHybrid (2 days per week onsite) Security RequirementMust be eligible for a Government of Canada Secret Clearance. Key TasksLead and support a team of service desk analysts in providing first, second and...

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