Team Lead, Digital Services Support (East)

Provide day-to-day leadership, guidance, and oversight to the Eastern Canada Digital Services Support team.

Act as the primary escalation point for complex technical, operational, and customer service issues.

Coordinate team workload, priorities, staffing schedules, and regional support coverage.

Monitor service delivery performance, ticket queues, backlogs, and service level compliance.

Coach, mentor, and develop team members through regular feedback and performance management.

Support recruitment, onboarding, training, and career development of support staff.

Build and maintain strong relationships with district leadership, project teams, and business stakeholders.

Ensure effective support for district offices, project sites, and executive/VIP users throughout Eastern Canada.

Lead planning and coordination of office openings, project mobilizations, relocations, and site deployments.

Drive continuous improvement initiatives focused on customer experience, operational efficiency, and automation.

Promote adoption of ServiceNow processes, knowledge management, and self-service capabilities.

Oversee regional IT asset management activities, including inventory accuracy, evergreen replacements, and asset recovery.

Collaborate with Infrastructure, Cyber Security, Enterprise Applications, Procurement, and ServiceNow teams to resolve issues and deliver projects.

Ensure compliance with corporate IT standards, security requirements, and governance processes.

Prepare and report on operational metrics, service trends, risks, resource requirements, and improvement opportunities to management.

Diploma or degree in Information Technology, Computer Science, Information Systems, or a related field.

10+ years of progressive experience in enterprise IT support and service delivery.

5+ years of leadership, supervisory, mentoring, or team coordination experience.

Strong knowledge of Microsoft 365, Active Directory/Entra ID, Intune, and endpoint management technologies.

Experience supporting ServiceNow ITSM, ticket management, and service delivery processes.

Knowledge of IT asset management, CMDB concepts, hardware lifecycle management, and inventory controls.

Demonstrated ability to lead technical teams, manage priorities, and coordinate regional support operations.

Excellent customer service, stakeholder management, communication, and relationship-building skills.

Strong analytical, troubleshooting, problem-solving, and decision-making abilities in complex environments.

Ability to travel throughout Eastern Canada to support offices, project sites, and business operations as required.