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IT Service Desk Team Lead

Job Highlights
Richmond Hill
Direct Hire

About the Company   


Our client is one of the largest healthcare providers in Ontario looking to hire an IT Service Desk Team Lead 


About the Opportunity 


The role will be responsible for working with the Service Desk Manager to create a service model that will ensure the highest level of customer service excellence to staff. This role will work closely with the other internal IT teams to ensure a timely and seamless end user experience. The role won’t be taking calls. 8000 Users 


Responsibilities Include (Not Limited to) 


  • Assist the Service Desk Manager with the oversight of the Service Desk and System Support teams including scheduling, development and enhancement of procedures, processes, and other essential functions and ensure compliance. 

  • Focal person for major incident management. 

  • Analyze ServiceNow ticket data to identify trends and gaps and propose remedial steps for service improvement. 

  • Oversee Knowledge Base usage, ensure agents link Knowledge articles to tickets. 

  • Work with internal IT teams to review existing knowledge articles and create new KBs as and when required. 

  • Perform ServiceNow queue management and make sure incoming tickets and requests are assigned to analysts and completed in a timely manner. 

  • Review aging tickets and work with analysts to ensure timely closure of tickets within defined SLAs. 

  • Assist/Train Service Desk agents with SOPs, escalations, troubleshooting and technical questions. 

  • Maintain and manage hardware asset inventory/CMDB in ServiceNow. 


About You 


  • Strong hands-on experience with ServiceNow (Dashboards, Reports, Data Analysis) or any other major ticketing system like Remedy. 

  • Minimum 2 years experience as a Team Lead. 

  • Experienced in ITSM. (Major incident/Change/Problem management) 

  • Experience with managing Knowledge Base, articles. 

  • Experience with maintaining and managing hardware asset inventory/CMDB. Ad hoc Reports. 

  • Ticket Trend analysis, Incoming Ticket Queue management (Routing), SLA monitoring. 




  • Diploma in Information Technology, or an acceptable combination of education, experience. 

  • ITIL v4 foundation Certification. (v3 ok as well) 

  • Project Coordination/Management 


Salary Range 



How to Apply 

Click the “Apply Now” button and follow the instructions to submit your resume. Please know that we only accept documents in MS Word or Rich Text formats.  

When referencing this job, quote # 377732 


You must currently reside within the Greater Toronto Area and be permitted to work in Canada to be considered for this opportunity. A recruiter will be in touch with you if your profile meets our client’s requirements for this role. 





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IT Service Desk Team Lead

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