Team Leader, Service Desk

Position Type:

If youre looking for a fulfilling career that can make a real difference in your life and the lives of others youve come to the right place.

As a national health solutions partner we put people first in everything we do and that begins with our team of 8000 professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together our employees are creating industry-leading solutions in insurance primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest and its reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth flexible work options meaningful experiences and supportive leadership. Medavie is where employees can be their best selves feel they belong and achieve their full potential. Be part of it by applying for a position with us today.

The Opportunity

Reporting to the Manager of Technical Services the Team Leader Service Desk is responsible for the leadership and continual improvement of the Medavie Service Desk. The implementation of industry standard IT operations processes and best practices well as ITIL process and Digital and Service Management technology. Excellence in communication relationship building and customer service is required; along with excellent knowledge of IT operations and ITIL best practices.

Key Responsibilities

• Lead and develop the Service Desk team including performance management training scheduling coaching and engagement strategies.

• Manage the day-to-day functions of the Service Desk including incident management service request management escalations facilitating end-user communications and responding to trends and problems.

• Contribute to the delivery of service roadmap in alignment with overall corporate strategy.

• Support the execution of corporate projects and capability building through service transition activities.

• Support ongoing needs in security audits disaster recovery and change management.

• Develop and maintain reporting demonstrating Service Desk effectiveness in achieving business outcomes and facilitating data-centric decision making.

• Execute and improve on knowledge management discipline facilitating the creation and quality assurance of technical documentation as needed.

Qualifications

Education: Post-secondary bachelors degree in computer science business or related field; or equivalent experience. Certification in ITIL is strongly preferred.

Work Experience: Five years experience in leading implementing and supporting technology solutions in a Service Desk or Contact Centre environment.

Technical: Knowledge and experience with the following technologies would be an asset:

• Programming concepts and automation technologies such as Powershell Power Automate Git Ansible and Python.

• Microsoft PowerBI or equivalent business intelligence and reporting tools.

• Service management technology Cherwell Service Management or equivalent.

Language Skills:English (Spoken and Written)required. French (Spoken and Written) considered an asset

Security Clearance Requirement:In conjunction with our contract with the Federal Government you willbe requiredto have Reliability Status Clearance (Enhanced Level B). This includes Fingerprinting Criminal Record Check Credit Check and you must haveresidedin Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

What you will bring

Whatsin it for you

What makes us a different kind of employer Our award-winning culture a team who really cares unmatched training and support are all dedicated to ensuring you are set up for success.

What we offer:

• Permanent full-time position with strong career growth opportunities.

• Hybrid or remote work arrangements.

• Flexible work environment and work-life balance.

• 100% employer-paid health dental and vision benefits (effective Day 1).

• 100% employer-matched Defined Contribution Pension Plan.

• Annual performance-based Incentive Bonus.

• A gifted week of vacation in your first year optional Vacation Purchase Program.

• Support for professional development training and certifications.

• Wellness programs health resources and fitness discounts.

#CBM2

Pay Range:

The Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge skills qualifications experience and education/ addition to Base Pay eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment retention advancement and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

While Medavie may use automated tools including AI to support application screening candidates are expected to complete all recruitment interactions independentlywithout AI assistanceto ensure a fair and equitable process.

If you experience any technical issues throughout the application process please email: .