Job Description

Overview

The IT Service Desk Team Lead is responsible for leading frontline IT support operations, ensuring the seamless delivery of technical assistance to internal and external stakeholders. This position combines hands-on technical expertise with strategic team leadership. You will manage incident response, guide escalation workflows, and drive service excellence across the Service Desk team, including after-hours response coordination.

Duties

Lead, coach, and develop a high-performing team of Service Desk Analysts, fostering accountability, technical growth, and customer-first support culture. Own the service desk queues: prioritize and manage workloads, track SLA compliance, and ensure accurate & timely issue resolution. Serve as an escalation point for complex technical problems, acting as a subject matter expert in systems, networks, and end-user computing. Lead the co-ordination and execution of after-hours incident response and critical issue resolution, including stakeholder communication and root cause analysis. Analyze Service Desk metrics and operational trends to identify performance gaps, recurring issues, and opportunities for process automation or improvement. Collaborate cross-functionally with infrastructure, cyber-security, and application teams to resolve problems and implement IT service enhancements. Mentor junior team members, and serve as an escalation point for complex and after-hours incidents. Maintain and evolve technical documentation, including SOP's and incident post-mortems. Contribute to the development and enforcement of ITSM processes, including change management, asset tracking, and incident handling.

Experience

Minimum 5 years of IT support experience, including 2 years in a leadership or supervisory capacity. Advanced knowledge of IT service management frameworks and experience with ticketing platforms. Solid technical proficiency in Microsoft 365, Active Directory, remote support tools, and network fundamentals. Experience coordinating incident response and service continuity during off-hours and high-impact events. Exceptional communication, conflict resolution, and people management abilities.
Job Types: Full-time, Permanent

Pay: $57,500.00-$62,500.00 per year

Benefits:

Company car Company pension Dental care Disability insurance Employee assistance program Extended health care Life insurance Mileage reimbursement On-site parking Paid time off RRSP match Vision care
Schedule:

Monday to Friday On call Weekends as needed
Location:

Dartmouth, NS B3B 1S4 (required)
Work Location: In person