Job DescriptionJob Summary: The IT Support Operations Lead is responsible for the daily leadership, performance, and operational effectiveness of the Canadian Service Desk team. This role ensures high-quality customer support, adherence to service levels, and continuous improvement of service desk processes. The supervisor provides people leadership, manages escalations, and acts as a key link between the Service Desk, Application Support, Infrastructure, and IT leadership.
Key Duties and Responsibilities:Team Leadership & People Management- Provide day-to-day supervision, coaching, and support for the Canadian Service Desk Engineers
- Manage workload distribution, shift coverage, vacation planning, and on-call support (as required)
- Conduct regular one-on-ones, performance reviews, and skills development plans
- Support onboarding, training, and mentoring of new Service Desk team members
- Foster a customer-focused, collaborative, and accountable team culture
Service Desk Operations- Oversee daily Canadian Service Desk operations to ensure incidents and requests are handled efficiently and consistently
- Ensure adherence to ITIL-based processes for incident, request, problem, and change management
- Monitor queue health and ensure tickets are prioritized, escalated, and resolved within SLA targets
- Serve as the primary escalation point for high-impact or unresolved Service Desk issues
- Coordinate hand-offs and escalations to Application Support, Infrastructure, Security, or vendors
- Ensure an excellent onboarding experience for new employees by coordinating account provisioning, equipment readiness, access setup, and day-one support
Performance Monitoring & Reporting- Track and analyze Service Desk metrics (e.g., SLA compliance, response times, ticket volumes, backlog)
- Prepare regular operational reports for IT management
- Identify trends, recurring issues, and improvement opportunities based on service data
- Drive corrective actions to address performance gaps
Customer & Stakeholder Engagement- Act as a key point of contact for Canadian business stakeholders regarding Service Desk performance and concerns
- Communicate effectively during major incidents, service disruptions, or priority escalations
- Ensure consistent, professional communication with end users
Process Improvement & Quality Assurance- Continuously review and improve Service Desk processes, workflows, and documentation
- Ensure knowledge base articles and standard operating procedures are current and accurate
- Promote automation and self-service where appropriate to improve efficiency
- Support IT initiatives related to service improvement, tool enhancements, and user experience
Tools, Security & Compliance- Ensure Service Desk tools (ticketing, monitoring, remote support) are used consistently and effectively
- Enforce access management, data protection, and security policies within Service Desk activities
- Support audits and compliance requirements related to IT support services
Application Support & Operations - Provide Tier 2 support for Canadian internal line of business applications, including incident investigation, root cause analysis, and resolution
- Monitor application performance, availability, and error logs to proactively identify issues
- Perform regular application health checks and maintenance tasks
- Liaise with the Facilities team to coordinate building access, workspace support, and vendor services, ensuring a safe, functional, and productive work environment
Qualifications:- Experience leading or supervising an IT Service Desk or support team
- Strong knowledge of ITIL service management practices
- Excellent people management, coaching, and communication skills
- Experience with ticketing systems and service desk performance reporting
- Ability to handle escalations, prioritize under pressure, and make sound decisions
- Strong customer service mindset and stakeholder management skills
- Experience supporting enterprise or line-of-business applications
- Strong troubleshooting and analytical skills
- Ability to communicate effectively with both technical and non-technical stakeholders
- Strong documentation and organizational skills
- A ITIL Foundation certification or equivalent experience would be preferred
- Experience supporting enterprise applications and end-user environments would be considered an asset
- Experience working with geographically distributed teams is preferred
- Familiarity with Service Desk automation and self-service solutions is preferred
- Experience with SaaS, cloud-based, or enterprise applications (e.g., M365, ERP, CRM systems) is preferred
- Experience working with third-party vendors would be considered an asset
Why Work with EP:- Flexible work hours
- Group RRSP with employer matching
- Hybrid work environment
- Extended health and dental insurance / benefits
- Wellness Wallet (HealthCare Spending Account)
- Movie ticket reimbursement
- Casual dress code
- Employee snack program
- Employee Assistance Program (EAP)
- Work lunches and events
- Paid time off
- Tuition reimbursement program
Working conditions- Conditions are normal for an office environment
- Hybrid work
Compensation: This position offers an expected compensation of $80,000-$115,000 per year, depending on skills and experience. This range reflects the anticipated salary for the successful candidate and complies with Ontario's pay transparency requirements.
