Service Desk Team Lead
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Job Location:
Monthly Salary:
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Who We Are
For more than 130 years The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church each year we help more than 2 million people providing necessities such as food clothing and addition we support people experiencing unemployment addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission vision and values of hope service dignity and stewardship. As a faith- and values-based organization we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.
Mission Statement
The Salvation Army exists to share the love of Jesus Christ meet human needs and be a transforming influence in the communities of our world.
Job Description:
We are seeking a Service Desk Team Lead to provide operational leadership for our IT Service Desk team. This role oversees support channels (voice email web walk-up) ensures SLA compliance manages major incidents and drives continuous improvement. The Team Lead will coach and develop Service Desk Technicians maintain quality standards and act as a change champion for new technology adoption.
Key Accountabilities:
Lead and manage Service Desk team (68 direct reports) including onboarding performance management and career development.
Oversee incident management SLA monitoring and customer satisfaction programs.
Conduct quality evaluations develop training programs and coach team members.
Participate in IT projects pilots and process improvement initiatives.
Generate operational reports and analyze performance trends.
Act as backup for the Service Desk Manager.
Education and Experience Qualifications:
Diploma in Computer/Technology field; ITIL Foundations certification (v3 or v4) preferred.
Two (2) years supervisory experience in a Service Desk environment.
Five (5) years of solid experience in a Senior Service Desk Technician role.
Strong knowledge of Microsoft 365 ServiceNow and ITIL principles.
Thoughtful and inquisitive leader who challenges the status quo and drives improvement.
Dependable and customer-focused committed to problem resolution and satisfaction.
Detail-oriented with strong prioritization skills in fast-paced high-volume environments.
Excellent interpersonal communicator skilled in rapport building active listening and tactful problem-solving
Empathetic and proactive with a positive attitude and sense of urgency.
Compensation:
The target hiring range for this position is $66831.48 to $83539.35 with a maximum of $100247.22.Placement in the salary range will be based on factors such as market conditions internal equity and candidate experience skills and qualifications relevant to the role.
The Salvation Army will provide reasonable accommodation upon request. Please email if you have a need for any accommodation and we will be pleased to discuss this with you.
Key Skills
- Law Enforcement
- ABB
- Marine Biology
- Filing
- Automobile
- AV
About Company
The Salvos are made up of people who believe. Many of us believe in God. At the Salvation Army, we believe in doing good that brings hope and transforms lives.
