Location: 2 weeks in-office at our Mississauga, ON office (5 days/week), followed by 2 weeks remote. Schedule may flex based on business needs.

Hours: The IT Service Desk team operates on a rotational shift model between 7:00 AM and 7:00 PM to ensure balanced coverage across the team. This includes a shared rotation for weekend standby and call-out duties, planned in advance to support work-life balance.

What You'll Do

The IT Service Desk - Team Lead will be the point of contact for IT Incidents and Requests escalated from IT analysts and functional support groups. This role will be to resolve problems and liaise with customers to find ways to continually improve services and processes. In addition, the Team Lead will provide people leadership, including coaching, mentoring, and performance management to support the development and success of the team.

Travel to different sites will be required to provide ELS (early life support) as we open new Support Offices or Distribution Centres in Canada.

Key Responsibilities

• Provide support and guidance to IT Support Analysts and Functional support groups
• Contribute to the design and implementation of Commercial systems (HRIS, ERP, Supply Chain, etc)
• Troubleshoot network issues and work with support vendors and global teams as needed
• Utilize ServiceNow and ITIL best practice to manage support tickets
• Collaborate with internal teams and 3rd party vendors to troubleshoot and resolve Incidents
• Contribute to the continual service improvement of our IT support services
• Manage the Service Desk work schedule
• A point of contact for any escalations for the service desk
• Independently prioritized and managed a personal ticket backlog to ensure timely delivery of tasks and alignment SLAs
• Act as the primary point of contact during high-severity incidents (P1/P2), facilitating communication between technical teams, stakeholders, and leadership.

What We're Looking For

• 3+ years of hands-on Service Desk experience, preferably at the Tier 2 or Tier 3 level
• Proven leadership experience, including coaching and performance management
• Strong communications and relationship building skills, to support a diverse range of stakeholders, external vendors and leadership.
• Experience working with:
  • Operating Systems & Productivity Tools: Windows 10+, Microsoft 365 (Office 365)
  • Identity & Access Management: Azure Active Directory
  • Hardware Support: Laptops, desktops, monitors, and peripherals
  • Device Management: Mobile Device Management (MDM) solutions
  • Networking: Basic to intermediate network troubleshooting
  • Application Support: Advanced application troubleshooting
  • Systems Knowledge: Understanding of supply chain technologies

Nice-to-have

• Relevant Industry certifications such as CompTIA A+, Network+, Security+ or ITIL v4 are considered an asset.

Compensation: $75,000 - $90,000 base salary, plus quarterly bonus, profit sharing, and benefits. Actual compensation will be determined based on experience.

Speccies' Benefits

• 4 weeks of vacation and 1 paid volunteer day per year
• 1 extra paid day off plus an eyecare voucher to celebrate your birthday.
• Health and dental benefits, RRSP matching and a Healthcare Spending Account active from your first day.
• Mental health and wellbeing support, including $3,000 annually for practitioner care and access to our Employee Assistance Program.
• Quarterly bonuses, based on your performance.
• Annual Profit Share program to recognize your part in Specsavers' success.
• Team and company social events, including holiday and annual celebrations.

Behaviours We Value

• Collaborative: We work together as one Specsavers to deliver on our purpose
• Curious: We question, explore, and seek out diverse perspectives to develop our knowledge and understanding
• Courageous: We challenge the status quo, we experiment with good ideas, and we are brave, bold, and fast in our decision making
• Compassionate: We care, support, and help each other
• Commercial: We treat money wisely and make decisions that are good for our customers, our partners, our people and for the long term

We hope that in applying with us, you value these things as well!

Our Hybrid Work Model

Experience the best of both worlds. At Specsavers, we embrace a hybrid approach that balances in-office collaboration with the flexibility to work from home. We come together in office three days a week to connect, innovate, and keep our culture thriving.

#LI-CC1 #LI-Hybrid