IT Support Operations Lead

EP | Central Casting•Toronto, ON

2d•CA$80,000 - CA$115,000•Hybrid

About The Position

The IT Support Operations Lead is responsible for the daily leadership, performance, and operational effectiveness of the Canadian Service Desk team. This role ensures high-quality customer support, adherence to service levels, and continuous improvement of service desk processes. The supervisor provides people leadership, manages escalations, and acts as a key link between the Service Desk, Application Support, Infrastructure, and IT leadership.

Requirements

Experience leading or supervising an IT Service Desk or support team
Strong knowledge of ITIL service management practices
Excellent people management, coaching, and communication skills
Experience with ticketing systems and service desk performance reporting
Ability to handle escalations, prioritize under pressure, and make sound decisions
Strong customer service mindset and stakeholder management skills
Experience supporting enterprise or line-of-business applications
Strong troubleshooting and analytical skills
Ability to communicate effectively with both technical and non-technical stakeholders
Strong documentation and organizational skills

Nice To Haves

A ITIL Foundation certification or equivalent experience would be preferred
Experience supporting enterprise applications and end-user environments would be considered an asset
Experience working with geographically distributed teams is preferred
Familiarity with Service Desk automation and self-service solutions is preferred
Experience with SaaS, cloud-based, or enterprise applications (e.g., M365, ERP, CRM systems) is preferred
Experience working with third-party vendors would be considered an asset

Responsibilities

Provide day-to-day supervision, coaching, and support for the Canadian Service Desk Engineers
Manage workload distribution, shift coverage, vacation planning, and on-call support (as required)
Conduct regular one-on-ones, performance reviews, and skills development plans
Support onboarding, training, and mentoring of new Service Desk team members
Foster a customer-focused, collaborative, and accountable team culture
Oversee daily Canadian Service Desk operations to ensure incidents and requests are handled efficiently and consistently
Ensure adherence to ITIL-based processes for incident, request, problem, and change management
Monitor queue health and ensure tickets are prioritized, escalated, and resolved within SLA targets
Serve as the primary escalation point for high-impact or unresolved Service Desk issues
Coordinate hand-offs and escalations to Application Support, Infrastructure, Security, or vendors
Ensure an excellent onboarding experience for new employees by coordinating account provisioning, equipment readiness, access setup, and day-one support
Track and analyze Service Desk metrics (e.g., SLA compliance, response times, ticket volumes, backlog)
Prepare regular operational reports for IT management
Identify trends, recurring issues, and improvement opportunities based on service data
Drive corrective actions to address performance gaps
Act as a key point of contact for Canadian business stakeholders regarding Service Desk performance and concerns
Communicate effectively during major incidents, service disruptions, or priority escalations
Ensure consistent, professional communication with end users
Continuously review and improve Service Desk processes, workflows, and documentation
Ensure knowledge base articles and standard operating procedures are current and accurate
Promote automation and self-service where appropriate to improve efficiency
Support IT initiatives related to service improvement, tool enhancements, and user experience
Ensure Service Desk tools (ticketing, monitoring, remote support) are used consistently and effectively
Enforce access management, data protection, and security policies within Service Desk activities
Support audits and compliance requirements related to IT support services
Provide Tier 2 support for Canadian internal line of business applications, including incident investigation, root cause analysis, and resolution
Monitor application performance, availability, and error logs to proactively identify issues
Perform regular application health checks and maintenance tasks
Liaise with the Facilities team to coordinate building access, workspace support, and vendor services, ensuring a safe, functional, and productive work environment