Team Lead, IT Support Services bei Defence Construction Canada

The Team Lead, IT Support Services is responsible for overseeing the daily operations of the IT Service Desk team, ensuring timely and effective resolution of technical issues and requests. This role acts as a point of escalation, provides guidance and mentorship to service desk staff, and ensures high levels of customer satisfaction through consistent service delivery.

Key Responsibilities:

• 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.
• Develop and maintain effective relationships with DCC, and with industry, the Client-Partners and/or stakeholders

Other

• Coordinate with vendors for technical support and on warranty claims, as required
• Other duties as assigned

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 an asset.
• Bilingual in French and English is mandatory

SKILLS

General and Specific Knowledge

• Best practices, methods, trends and legislation in information technology
• Knowledge of operating systems, security protocols, hardware, software applications and cloud technologies
• Project management principles

Formal Education and/or Certification(s) and Experience

• Minimum: college diploma in an IT discipline with eight years’ relevant experience, or the equivalent
• Preferred: undergraduate degree in an IT discipline with a minimum of five years’ relevant experience in IT service management and operations

Abilities

• Use applicable computer software and operating systems
• Write end-user instructions
• Apply project management principles

DEVELOPMENT AND LEADERSHIP

• Lead and manage direct reports
• Provide functional advice and guidance to IT staff and DCC employees

Working Conditions: Hybrid work environment with a minimum of 2 days in the office.

Check out your benefits
Working with us offers excellent opportunities for growth and advancement—and entitles you to one of the job market’s best benefits packages valued at between 25 and 30% of your salary.

Your package includes:

Health and Wellness

• 100% employer-paid annual sick leave, and health and dental premiums
• $400 wellness allowance to help cover expenses such as a gym membership
• $1,500 for mental health services on top of regular $1,500 paramedical coverage
• Telus Virtual Health Care and $750 Health Care Spending Account for some expenses not covered under provincial plans

Home and Family

• Life, accidental-death, and short-term disability insurance
• Enhanced inConfidence employee and family assistance program
• Maternity and parental leave top-up plan to 93% of regular gross earnings for up to 37 weeks
• Flexible workplace options, including $400 allowance every two years, to support working from home

Leave and Retirement

• Public-service pension
• Comprehensive vacation and other paid-leave plans, along with deluxe travel benefit plans