Be at the forefront of IT support as the Lead Help Desk Analyst at MDA Space. Manage Tier 1 Help Desk operations and elevate customer service standards daily.
MDA Space requires a Lead Help Desk Analyst to coordinate operations at locations including Richmond, Brampton, and Sainte-Anne-de-Bellevue. Candidates should have 4–6 years in IT support with 1–3 years in a supervisory role. This position involves developing team capabilities, managing incident escalations, and ensuring customer satisfaction through effective problem resolution.
Key Responsibilities:
• Guide Help Desk Analysts toward technical and service excellence
• Supervise ticket management and resolution processes
• Function as the escalation point for major incidents




• Monitor and report on performance indicators like SLA compliance
• Collaborate with internal teams to refine support processes
Requirements:
• 4–6 years in end-user support or Help Desk roles
• Prior experience in a supervisory role preferred
• Knowledge of ITIL practices and ticketing frameworks
• Certifications like ITIL Foundation are a plus
• Fluent in both French and English to assist diverse users
Apply your leadership and IT skills as the Lead Help Desk Analyst at MDA Space.
#J-18808-Ljbffr

📌 Lead Help Desk Analyst at MDA Space (Brampton)
🏢 MDA Space
📍 Brampton