Building the space between proven and possible, MDA Space (TSX:MDA) is a trusted mission partner to the global space industry. A robotics, satellite systems and geointelligence pioneer with a 55-year+ story of world firsts and more than 450 missions, MDA Space is a global leader in communications satellites, Earth and space observation, and space exploration and infrastructure. The MDA Space team of more than 4,000 space experts in Canada, the US and the UK has the knowledge and know-how to turn an audacious customer vision into an achievable mission - bringing to bear a one-of-a-kind mix of experience, engineering excellence and wide-eyed wonder that's been in our DNA since day one. For those who dream big and push boundaries on the ground and in the stars to change the world for the better, we'll take you there.

Detail Summary:

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 is 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, clear 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 robust working relationships with internal teams, vendors, and service partners to support a seamless and high-quality support experience

Required Qualifications:

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

📌 Supervisor - IT Operations (Brampton)
🏢 Macdonald, Dettwiler And Associates
📍 Brampton