Team Lead, Service Desk

Job Summary

The Team Lead, Service Desk provides day‑to‑day supervision of the IT Service Desk Analysts, IT Lab Monitors and IT Service Desk Co‑op positions. The position is responsible for delivering the highest quality service experience to students, faculty, and staff.

The Incumbent leads the day‑to‑day operations of the IT Service Desk and Computer Lab Monitors by applying strong leadership, mentorship, and technical skills. They ensure client requirements are met in terms of communication, prioritizing, escalating, and resolving incidents and service requests. They also inspire and motivate a culture of continual process improvement within these teams, as well as with the wider IT Services team.

Qualifications

• Bachelor’s Degree in computer information systems or related technical field.
• Minimum of five (5) years of experience in a related supervisory position.
• Information Technology Infrastructure Library (ITIL) f...