Job Duties/Qualifications, Skills and Abilities(QSA) Job Duties Job Duties As a member of the Service Management Office (SMO) within Information Technology Services,the Team Lead, Service Desk provides operational leadership for front-line technology supportservices and contributes to the organization’s IT Service Management (ITSM) strategy.

Workingwithin a process-driven service management environment, the Team Lead is responsible forensuring reliable, customer-focused service delivery while advancing service excellence,continual improvement, and operational maturity.

This role leads a geographically distributed team supporting students and employees across

Saskatchewan Polytechnic locations throughout the province.

Success in this position requiresthe ability to foster engagement, accountability, collaboration, and service excellence withinhybrid work environment while building a high-performing team culture.

Provide leadership, coaching, and guidance to Service Desk staff in a high-volume, customer-focused environment.

Lead and develop a distributed team working across multiple Saskatchewan Polytechnic locations.

Foster a culture of accountability, collaboration, continuous improvement, and exceptional customer service.

Oversee daily operations, workload management, escalations, and service delivery performance.





Monitor service metrics and trends to identify opportunities to improve service quality and operational effectiveness.

Support the implementation and execution of IT Service Management (ITSM) processes and best practices.

Collaborate with technical teams, business partners, and stakeholders to resolve complex issues and improve service outcomes.

Support critical business operations and major incident response activities. QUALIFICATIONS, SKILLS, ABILITIES AND EXPERIENCE Specific Accountabilities Duties Required Qualifications, Skills and Abilities (QSA) Two-year Diploma in Information Technology (foreign education must have Canadian equivalency certification). ITIL Foundation certification required.

Eight years of experience in an enterprise information technology environment, with demonstrated expertise in IT Service Management (ITSM).

Demonstrated expert experience applying service management processes, metrics, and continual improvement practices.

Project management skills to plan, organize and oversee work.

Demonstrated experience leading diverse teams.

Expert analytical, problem solving and decision-making skills Advanced communication and facilitation skills.

Solid customer focus.

Values diversity.

Desired QSA Required Competencies

📌 Team Lead – IT Service Desk (Saskatchewan)
🏢 Saskatchewan Polytechnic
📍 Saskatchewan