Team Lead, IT Service Desk

Location: Calgary, AB (on-site)

Start Date: Flexible, as soon as available

Reports To: Manager, IT Business Operations

Team: 4–7 Tier 1 and Tier 2 Service Desk Analysts/Technicians

About the Opportunity

Twin Staffing is partnering with a Calgary-based organization to find an IT Service Desk Team Lead. The role is part people leader, part process builder. You'll run day-to-day support, coach a team of service desk analysts, and own the organization's ITSM platform. You'll also lead the service desk's move from reactive troubleshooting toward a mature, ITIL-aligned operation.

This role suits someone who likes leading a team, digging into the data, fixing what slows people down, and building something better.

What You'll Do

Lead the Team

• Manage daily ticket queues, assign work, and balance workloads so incidents and requests keep moving.
• Serve as the main technical and administrative escalation point for unresolved Tier 1/2 issues and major incidents.
• Coach and mentor analysts, conduct performance reviews, manage on-call scheduling, and identify training needs.
• Act as the link between business users and the service desk team.

Own the ITSM Platform

• Serve as functional owner and champion of the organization's ITSM platform.
• Work with administrators and vendors to configure forms, automate workflows, build self-service catalogues, and maintain asset records.
• Enforce strong data hygiene: accurate categorization, prioritization, and assignment group mapping on every ticket.

Drive Continuous Improvement

• Analyze ticket trends to uncover recurring user issues, chronic infrastructure problems, and team skill gaps.
• Audit workflows, documentation, and queue practices to find bottlenecks.
• Track capacity, peak-volume periods, and skill gaps to inform staffing and training decisions.
• Partner with Tier 3 infrastructure and application teams on root cause analysis for major incidents.
• Expand and maintain internal and end-user knowledge bases and self-service options.
• Find manual, repetitive tasks and automate them using existing system capabilities.
• Lead the shift to ITIL-aligned practices across Incident, Request, Problem, and Change Enablement.
• Help leadership modernize SLAs and OLAs to match ITIL maturity targets.

Report on Performance

• Design and own a regular review cadence covering critical and unassigned tickets, aged incidents, and high-priority issues.
• Produce weekly reports for IT leadership on ticket volumes, backlog, and team performance trends.
• Work with the IT data team to build and present a monthly SLE/KPI dashboard.

What You Bring

• 4–6 years in an IT service desk environment, including at least 2 years as a supervisor, team lead, or senior analyst.
• Diploma or degree in Computer Science or a related technical field.
• Solid working knowledge of ITIL and service management best practices.
• Experience leading a service desk through a culture shift, workflow restructure, or tool migration.
• Hands-on administration and configuration of an enterprise ITSM platform (e.g., Halo, Jira Service Management, or similar).
• Proficiency in Microsoft 365 environments, including Entra ID (formerly Azure AD) and Windows 11.
• Ability to turn raw ticket data into clear, actionable reports.
• Strong diagnostic and root cause skills, with the ability to guide staff through structured troubleshooting.
• Excellent communication, conflict resolution, and stakeholder management skills, with a customer-first mindset.
• A proactive, curious approach: you spot systemic issues, propose fixes, and keep learning new tools and methods.

Nice to Have

• ITIL 4 Foundation (strongly preferred); higher-level ITIL modules are a bonus.
• HDI-SDA, CompTIA A+, or similar certifications.