The Company

Our client is a well-established and growing Managed IT Services provider, recognized for delivering top-tier technical support and strategic IT solutions to a diverse client base. With a strong focus on service quality and operational excellence, they pride themselves on maintaining a responsive and knowledgeable support team that consistently meets the evolving needs of their customers.

The Role

They’re currently on the lookout for a hands-on IT Service Desk Team Lead to help steer the day-to-day operations of their technical support function. Working closely with the Service Manager, this individual will help guide a team of technicians, drive service quality, and ensure customer issues are resolved efficiently. This role is ideal for someone with a solid technical background in managed services who is also passionate about coaching others and improving team performance.

Requirements

• 5+ years of experience in an IT support capacity, with at least 2 years in a team lead or supervisory role
• Previous experience within a Managed Services Provider (MSP) is strongly preferred
• Strong knowledge of IT service processes and ticketing systems; experience with ConnectWise, BrightGauge, or CloudRadial is a plus
• Familiarity with ITIL or similar service delivery frameworks
• Comfortable taking ownership of escalated client issues and major incidents
• Ability to mentor and support a team in a high-paced, client-facing environment
• Excellent communication and organizational skills
• Technical certifications (e.g., ITIL, CompTIA A+) or a post-secondary degree in IT or a related field are assets but not required

Responsibilities

• Provide day-to-day leadership and scheduling oversight for a team of service desk technicians
• Manage incoming support tickets and calls, ensuring issues are assigned appropriately and resolved within defined SLAs
• Act as the go-to escalation point for more complex or high-impact client issues
• Conduct regular performance reviews and support employee development through coaching and training
• Monitor KPIs such as response time, resolution time, and customer satisfaction (CSAT); implement strategies to improve where needed
• Run structured daily team huddles to promote alignment, communication, and performance tracking
• Support cross-functional collaboration with other departments to ensure seamless client service
• Maintain clear and up-to-date documentation for internal processes and client issue resolution
• Occasionally assist with hands-on technical tasks as required
• Lead and coordinate responses to major incidents when they arise

Benefits

• Salary range: $75,000 – $90,000 CAD per year
• Full benefits package, including health coverage
• Paid vacation and generous sick leave
• Supportive and inclusive team culture
• Professional development opportunities
• The chance to influence and improve operational processes within a growing company

If you're an experienced IT leader ready to take the next step in your career, this is a strong opportunity to make an impact with a company that values leadership, accountability, and team development. Apply today to learn more about how you can be part of a fast-paced, client-first environment where your technical and people skills will be fully utilized.

Ready to Apply?

If you're excited to tackle complex challenges and be part of a team creating groundbreaking AI-driven solutions, this role could be your perfect match. Don’t miss the chance to contribute to revolutionary advancements in robotics—submit your application today! Stay informed about new opportunities and market updates by following our LinkedIn page:https://www.linkedin.com/company/white-bay-search/

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