IT Service Desk Team Lead R.W. Tomlinson Limited is seeking a Team Lead to join the IT Service Desk team. This position is responsible for the day-to-day operation and management of the Service Desk in a complex, fast-paced environment, coordinating the daily work of Service Desk team members and ensuring a consistently high standard of service delivery. The successful candidate will bring strong troubleshooting and problem-solving skills, sound judgment, and proven leadership ability, and will work closely with Service Desk staff, other IT teams, and business stakeholders to drive process improvement, resolve escalated issues, and support the ongoing development of the team. Location: 100 Citigate Drive, Ottawa, ON Vacancy Type: Replacement DUTIES & RESPONSIBILITIES:



Coordinate the Service Desk team members in their daily duties of attending to clients. Manage the ITSM ticketing solution, including creating current automation in the system to provide faster service to staff. Oversee the evaluation, selection, and procurement of new products and services. Analyze common ticket trends and develop preventative incident methods. Investigate solutions for the root cause of recurring problems. Assist team members with career development and guidance, coaching, reviews, and other personnel management requirements. Create procedures to ensure best practice is followed in all implementations. Maintain documentation of configurations and procedures.

📌 Service Desk Team Lead (Ottawa)
🏢 Tomlinson Group of Companies
📍 Ottawa