Detail Summary:

MDA Space IT is seeking a service-oriented Team Lead - Help Desk to lead Tier 1 Help Desk operations across all MDA Space locations, with team members based in Richmond, BC, Brampton, ON, and Sainte-Anne-de-Bellevue, QC.

Reporting to IT Operations leadership, the Help Desk Team Lead provides day-to-day guidance, operational oversight, and escalation support for all Tier 1 Help Desk staff and Tier 2 support staff located in Brampton.

The successful candidate will combine people leadership, operational discipline, and hands-on technical expertise to deliver responsive, professional, and customer-focused IT support. This role plays an important part in strengthening service consistency, user confidence, and overall customer satisfaction across the organization.There will be occasional travel is required to support stakeholders and teams across MDA Space locations.

Job Responsibilities:

People Leadership & Team Management:

• Lead, coach, and support Help Desk Analysts while promoting a collaborative, accountable, and customer-focused team culture
• Support recruitment, onboarding, training, scheduling, and performance development for Help Desk team members
• Set clear expectations for service quality, professionalism, documentation standards, and positive customer interactions
• Provide regular coaching and feedback to develop technical capability, service ownership, and customer service excellence

Service Desk Operations:

• Oversee daily Help Desk operations, including ticket intake, prioritization, assignment, escalation, and resolution, to deliver timely and effective customer support
• Act as the primary escalation point for complex or high-impact incidents, helping to minimize disruption and maintain service continuity
• Ensure incidents and service requests are managed in accordance with service levels, operational procedures, and ITIL-aligned practices to support a consistent user experience
• Coordinate team workload and staffing coverage to meet operational needs and maintain service continuity during peak demand or critical incidents

Technical Oversight & Escalation Support:

• Provide hands-on support as needed to resolve escalated issues related to:
  
  • End-user computing (Windows, Microsoft 365, devices, peripherals)
  • Identity and access management (Active Directory / Entra ID)
  • Endpoint management and deployment
• Guide analysts through complex troubleshooting while reinforcing structured problem-solving, clear documentation, and effective customer communication

Process, Metrics & Continuous Improvement:

• Monitor and report on service desk performance metrics, including SLA compliance, backlog, customer satisfaction, and user experience trends
• Identify recurring issues and collaborate with cross-functional IT teams to improve service reliability, reduce repeat incidents, and enhance the customer experience
• Maintain and improve Help Desk procedures, standards, and knowledge resources to increase consistency, efficiency, and service quality
• Contribute to the ongoing maturity of IT service management practices across incident, request, problem, and change processes

Stakeholder Communication:

• Serve as a key point of contact for Help Desk operational matters with IT leadership, business stakeholders, and internal customers
• Provide clear, timely, and professional communication during outages, major incidents, and service disruptions to maintain customer confidence
• Build strong working relationships with internal teams, vendors, and service partners to support a seamless and high-quality support experience

Required Qualifications:

Experience:

• Bring 4-6 years of experience in IT Help Desk, Service Desk, or end-user support environments
• Bring 1-3 years of experience in a lead, senior, or supervisory role, preferably within a unionized environment
• Demonstrate experience supporting Windows environments, Microsoft 365, and end-user technology services

Technical Knowledge:

• Apply a strong understanding of:
  
  • ITSM / ITIL-aligned service operations
  • Ticketing systems and service desk workflows
  • Endpoint, identity, and user lifecycle management
• Troubleshoot effectively across hardware, software, identity, and connectivity domains while keeping the customer informed

Education & Certifications:

• Diploma or degree in Information Technology, Computer Science, or equivalent experience
• ITIL Foundation certification preferred
• CompTIA A+ or similar technical certifications considered an asset

Key Competencies:

• Communicate clearly and professionally in both French and English, verbally and in writing
• Lead and coach team members with empathy, accountability, and a focus on service excellence
• Demonstrate a customer-first mindset with a strong commitment to customer satisfaction and positive user experiences
• Organize, prioritize, and make sound decisions in a fast-paced support environment
• Communicate effectively with technical and non-technical stakeholders, ensuring clear expectations and timely updates
• Remain calm under pressure while managing competing priorities and maintaining a professional service experience

The compensation range for this position is$90,000 - $105,000annually. The specific compensation offered will be based on the qualifications and experience of the successful candidate

Special Considerations:

Successful candidates must obtain and hold security clearance at the Reliability status level, and pass security assessment for the Controlled Goods Program (CGP), and be able to obtain higher clearances.

Benefits Statement

MDA Space offers competitive compensation and benefits to its employees at all of its locations. As a member of the MDA Space team, you and your eligible dependents can enroll in a benefits plan that provides a comprehensive level of protection through competitive health care, including: health care plans supplemental and flexible drug plans, dental and vision benefits, disability income protection, life insurance, group retirement savings plans and an employee assistance program and to their family.