Service Desk Lead

Concert Properties Ltd.•Vancouver, BC

7d•CA$90,000 - CA$110,000•Hybrid

About The Position

The Service Desk Lead directly leads Concert's Service Desk Analysts and is responsible for the quality, consistency and continuous improvement of day-to-day IT service delivery. The role owns the day-to-day execution, team discipline, escalation quality and continuous improvement of service desk operations, while contributing to the broader Service Excellence maturity roadmap. This is a player-coach role combining direct team leadership with hands-on involvement in incident resolution, SLA adherence and service improvement.

Requirements

Degree, diploma, or equivalent experience in Information Technology, Computer Science or a related field.
Minimum 4–6 years of IT service desk or end-user support experience, with at least 2 years in a lead, senior or supervisory capacity.
ITIL Foundation certification required; ITIL Practitioner or higher is a strong asset.
Demonstrated experience leading a service desk team — setting expectations, coaching analysts and delivering measurable SLA improvement.
Strong working knowledge of ITSM processes: incident management, problem management, change management and asset/configuration management.
Strong hands-on ITSM experience: ticket management, ticket quality monitoring, dashboard monitoring & interpretation, queue management, knowledge base contribution and reporting.
Experience building or significantly improving SOPs, knowledge articles and service desk runbooks.
Proven ability to use service desk data to identify patterns, drive root cause analysis and reduce recurring incidents.
Windows endpoint troubleshooting — hardware, software, networking and identity.
User lifecycle management: account provisioning, access requests, MFA and password reset workflows.
Basic networking and troubleshooting — sufficient for effective Tier 1/2 triage and escalation.
Ability to build and interpret service desk dashboards and reports in ITSM — translating operational data into clear, decision-grade summaries for senior leadership.
Comfort with defining and tracking KPIs and SLA metrics and presenting service performance trends to non-technical stakeholders.
Exceptional stakeholder management and communication skills, with a proven track record of handling high-pressure escalations (including executive/VIP support).

Nice To Haves

Experience configuring or contributing to ITSM self-service portals, virtual agents or knowledge-base-driven deflection workflows.
Familiarity with Microsoft 365 environment: Exchange/Outlook, Teams, SharePoint, OneDrive.
Familiarity with endpoint compliance, device enrolment and basic configuration management.
Familiarity with AI productivity tools.

Responsibilities

Own the day-to-day execution of incident management — ensuring service desk tickets are triaged, prioritized, routed and resolved within defined SLA targets.
Drive First Contact Resolution (FCR), ensuring incidents reported to the service desk are resolved during first interaction without escalation where appropriate and within defined SLA targets.
Lead problem management discipline: identify recurring incident patterns, facilitate root cause analysis and drive resolution to prevent recurrence.
Support change management processes — ensuring service desk awareness of upcoming changes, coordinating communications and capturing post-change issues.
Act as the service desk's primary champion for ITSM process adherence, ensuring ticket workflows, queues, SLAs and escalation paths are followed.
Champion knowledge capture within Service Desk: create, curate, and maintain knowledge articles that enable self-service resolution and reduce repeat contacts and in accordance with the knowledge standards.
Ensure ticket data quality — accurate categorization, priority assignment and resolution notes — so that operational reporting is reliable and decision-grade.
Own escalation paths — ensuring that incidents requiring Tier 1/2/3 support are escalated clearly, with full context, to infrastructure, security or platform teams.
Coordinate incident resolution with other teams on incidents that cross portfolio boundaries, maintaining ownership of the employee experience end-to-end.
Act as the primary operational interface with external IT vendors and third-party service providers to ensure prompt resolution of complex or warranty-backed technical issues.
Track, monitor, report and continuously improve the service desk SLA adherence.
Contribute data and insights to the monthly Service Operations Review, providing clear, accurate operational health reporting to the senior leadership.
Define, document and maintain Standard Operating Procedures (SOPs) for all service desk processes.
Oversee and manage the physical and digital IT asset lifecycle, including inventory management, deployment logistics for remote/hybrid staff and hardware decommissioning.
Lead and develop Concert's Service Desk Analysts, providing day-to-day coaching, performance guidance and structured development support.
Set clear expectations for service quality, SLA adherence and professional conduct — and hold the team accountable with fairness and consistency.
Foster a continuous improvement mindset within the team — encouraging analysts to identify inefficiencies, escalate patterns and contribute to process improvement.
Contribute to analyst scheduling, on-call rotation planning and coverage during absences or peak demand periods.