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 required to support stakeholders and teams across MDA Space locations.

Job Responsibilities

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

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, transparent documentation, and effective customer communication

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

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

CompTIA A+ or similar technical certifications considered an asset

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 - $105,000 annually. 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.

Equal Opportunity Statement
MDA Space is an equal opportunity employer with a strong focus on diversity and inclusion. We are committed to treating all employees and candidates with respect and dignity. If you require assistance or a reasonable accommodation due to a disability during the application or recruitment process, please let us know.

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📌 Supervisor - IT Operations (Ontario)
🏢 MacDonald Dettwiler and Associates
📍 Ontario