Service Desk Team Lead

Job Title: Service Desk Team Lead
Location: Multi-site Edmonton, Alberta (On-Site)
Type: 12-Month Contract

All applicants must be legally entitled to work in Canada.

The Position:

Our client is seeking an experienced Service Desk Team Lead to provide technical leadership and hands-on support within a multi-site technology environment. You will work closely with technical teams, end users, vendors, and business stakeholders to ensure technology services remain reliable, secure, accessible, and well-supported.

You will play a key role in service desk operations, escalations, asset management, user support, technology deployment, training, documentation, and continuous improvement while helping deliver exceptional service to end users.

What You'll Do:

Service Desk Leadership & Operations

• Provide leadership, mentoring, and technical guidance to support team members.
• Coordinate service requests, incidents, and escalations.
• Support service delivery standards, documentation, and operational procedures.
• Assist with technology deployments, upgrades, and service improvement initiatives.

Technical Support & End User Services

• Provide Level 2 technical support through phone, email, remote access tools, and in person.
• Troubleshoot hardware, software, account, access, connectivity, and device-related issues.
• Support desktops, laptops, Chromebooks, tablets, printers, interactive display technologies, and related peripherals.
• Manage and document incidents, requests, and resolutions within the service management platform.

Asset Management, Training & Continuous Improvement

• Coordinate device deployment, maintenance, repair, replacement, and lifecycle management activities.
• Maintain accurate inventory records, warranty information, asset documentation, and audit records.
• Develop user guides, knowledge base articles, and support documentation.
• Deliver user training and promote technology best practices.
• Support cybersecurity, privacy, and information management requirements.

Mandatories:

• High school diploma or equivalent.
• Minimum 5 years of experience in a Service Desk, Technical Support, or IT Support environment.
• Experience acting as a senior resource, lead, mentor, or escalation point.
• Strong knowledge of Windows and macOS operating systems.
• Strong knowledge of hardware, software, cloud technologies, networking, and user account management.
• Experience with ServiceNow, Jira Service Management, or similar ticketing systems.
• Experience supporting desktops, laptops, Chromebooks, tablets, printers, interactive display technologies, and related peripherals.
• Experience with technology asset management, inventory controls, audits, and device lifecycle management.
• Working knowledge of cybersecurity, privacy, confidentiality, and secure data-handling practices.
• Strong analytical, troubleshooting, organizational, and customer-service skills.
• Excellent verbal and written communication skills.
• Experience developing user documentation and training materials.
• Must possess two (2) or more of the following certifications, whether current or expired:
• ITIL
• Google IT Support Professional Certificate
• Microsoft 365 Certified: Fundamentals
• Microsoft 365 Certified: Endpoint Administrator Associate
• Microsoft 365 Certified: Teams Administrator Associate
• Microsoft Security, Compliance and Identity Fundamentals
• Cisco Certified Support Technician
• VMware Certified Professional (VCP)
• CompTIA Security+
• CompTIA Network+

Assets:

• Two-year post-secondary diploma in Information Technology or a related discipline.
• Experience supporting educational, training, or shared-user technology environments.
• Experience leading technology deployment or service improvement initiatives.

If you are interested in this position and meet the above criteria, please click the Apply for Job" button below to send your resume securely and in confidence directly to the recruiter managing this opportunity. We thank all applicants; however, only those selected for interviews will be contacted.

WE APPRECIATE YOUR INTEREST IN 10 PERCENT RECRUITING LTD.

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