Job Title: Service Desk Team Lead
Location: Multi-site Edmonton, Alberta (On-Site)
Type: 12-Month Contract

All applicants must be legally entitled to work in Canada.

The Position:

Our client is seeking an experienced Service Desk Team Lead to provide technical leadership and hands-on support within a multi-site technology environment. You will work closely with technical teams, end users, vendors, and business stakeholders to ensure technology services remain reliable, secure, accessible, and well-supported.

You will play a key role in service desk operations, escalations, asset management, user support, technology deployment, training, documentation, and continuous improvement while helping deliver exceptional service to end users.

What You'll Do:

Service Desk Leadership & Operations

- Provide leadership, mentoring, and technical guidance to support team members.
- Coordinate service requests, incidents, and escalations.
- Support service delivery standards, documentation, and operational procedures.
- Assist with technology deployments, upgrades, and service improvement initiatives.

Technical Support & End User Services

- Provide Level 2 technical support through phone, email, remote access tools, and in person.
- Troubleshoot hardware, software, account, access, connectivity, and device-related issues.
- Support desktops, laptops, Chromebooks, tablets, printers, interactive display technologies, and related peripherals.
- Manage and document incidents, requests, and resolutions within the service management platform.

Asset Management, Training & Continuous Improvement

- Coordinate device deployment, maintenance, repair, replacement, and lifecycle management activities.
- Maintain accurate inventory records, warranty information, asset documentation, and audit records.
- Develop user guides, knowledge base articles, and support documentation.




- Deliver user training and promote technology best practices.
- Support cybersecurity, privacy, and information management requirements.

Mandatories:

- High school diploma or equivalent.
- Minimum 5 years of experience in a Service Desk, Technical Support, or IT Support environment.
- Experience acting as a senior resource, lead, mentor, or escalation point.
- Strong knowledge of Windows and macOS operating systems.
- Robust knowledge of hardware, software, cloud technologies, networking, and user account management.
- Experience with ServiceNow, Jira Service Management, or similar ticketing systems.
- Experience supporting desktops, laptops, Chromebooks, tablets, printers, interactive display technologies, and related peripherals.
- Experience with technology asset management, inventory controls, audits, and device lifecycle management.
- Working knowledge of cybersecurity, privacy, confidentiality, and secure data-handling practices.
- Strong analytical, troubleshooting, organizational, and customer-service skills.
- Excellent verbal and written communication skills.
- Experience developing user documentation and training materials.
- Must possess two (2) or more of the following certifications, whether current or expired:
- ITIL
- Google IT Support Professional Certificate
- Microsoft 365 Certified: Fundamentals
- Microsoft 365 Certified: Endpoint Administrator Associate
- Microsoft 365 Certified: Teams Administrator Associate
- Microsoft Security, Compliance and Identity Fundamentals
- Cisco Certified Support Technician
- VMware Certified Professional (VCP)
- CompTIA Security+
- CompTIA Network+

Assets:

- Two-year post-secondary diploma in Information Technology or a related discipline.
- Experience supporting educational, training, or shared-user technology environments.
- Experience leading technology deployment or service improvement initiatives.

📌 Service Desk Team Lead (Canada)
🏢 Evolutionary Recruiting
📍 Canada