Help Desk

Toronto - Canada

Monthly Salary: $ 63000 - 65000

Posted on: 23 hours ago

Vacancies: 1 Vacancy

Job Summary

Welcome to Frontline Managed Services

At Frontline Managed Services innovation technology and efficiency converge to redefine IT financial and administrative managed services for legal and professional service firms. As pioneers in the industry we are driven by a commitment to operational excellence thoughtful problem-solving and exceptional client service.

Join Our Team and Be a Catalyst for Change

We dont just follow industry standards; we help shape them. Our teams thrive in an environment that values accountability collaboration and continuous improvement. At Frontline youre not just joining a company youre joining a community of professionals who care deeply about the quality of their work and the people they support.

Position Overview

The Service Desk Team Lead plays a critical role in ensuring consistent high-quality client service and strong team performance across our Canadian operations. This role supports our internal Service Desk team and is open to candidates located within the Greater Toronto Area with occasional local travel to client offices as needed.

The Team Lead serves as the first line of escalation for team members and select client-related issues combining hands-on operational oversight with people leadership. This role partners closely with the Team Manager to support daily operations ensure adherence to service level agreements (SLAs) and maintain service quality.

This is a full-time position with a competitive annual salary range of $63000$65000 CAD with the upper range available to candidates who are bilingual in English and French. Strong communication skills sound judgment and the ability to navigate time-sensitive or complex situations are essential to success in this role.

How Youll Make an Impact

As a Team Lead youll directly influence service quality team engagement and client satisfaction. Youll act as a subject matter expert mentor team members and help ensure that issues are resolved efficiently and professionally. Your leadership will help create a stable accountable and high-performing service desk environment.

What Youll Do

Assist the Team Manager with coordinating and monitoring day-to-day Service Desk activities to meet client service timelines
Provide daily direction guidance and support to team members to ensure issues are handled efficiently and accurately
Serve as the primary escalation point for team member questions and complex technical or client issues
Monitor adherence to client SLAs and proactively identify risks trends or service gaps
Support onboarding and training for new team members ensuring readiness and confidence in their roles
Assist with coaching performance feedback and recognition to support team development and engagement
Complete assigned daily weekly and monthly reporting or audits
Partner with internal stakeholders to support process improvements and operational changes
Ensure clear thorough documentation of escalations resolutions and procedural updates

What You Bring

Prior experience in a service desk help desk or managed services environment ideally with senior or lead-level responsibilities
Demonstrated ability to support coach and guide team members in a fast-paced environment
Strong client-facing communication skills including handling escalations professionally and calmly
Excellent written and verbal communication skills
Strong analytical and problem-solving abilities with attention to detail
Experience working with ticketing or IT service management tools (ServiceNow Zendesk or similar platforms preferred)
Ability to manage multiple priorities while maintaining service quality and professionalism

Language Requirements

Fluency in English is required
Bilingual English/French skills are a strong asset and may qualify candidates for the higher end of the salary range but are not required

Compensation & Benefits

Annual salary range: $63000 $65000 CAD
Employer-sponsored benefits package including paid time off and holidays
Casual professional work environment
Opportunities for growth within a global organization

Not Sure You Meet Every Requirement

We know great candidates dont always check every box. If youre excited about the role and believe you could be a strong fit we encourage you to apply. We value leadership potential curiosity and a growth mindset as much as experience.

Join Us

At Frontline Managed Services we celebrate different backgrounds experiences and perspectives. We are committed to building a team that reflects the clients and communities we serve.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status.

Welcome to Frontline Managed ServicesAt Frontline Managed Services innovation technology and efficiency converge to redefine IT financial and administrative managed services for legal and professional service firms. As pioneers in the industry we are driven by a commitment to operational excellence ...