Service Desk Technical Lead

Hypertec Group • Montreal, QC

9d • Hybrid

About The Position

Join a global company shaping the future with technology that drives lasting impact. Hypertec is seeking an Service Desk Technical Lead to join our IT team in Montreal. If you are motivated, collaborative, and aligned with our values, we would love to hear from you. We believe that how we work is just as important as what we build. Our values reflect the mindset we bring to everything we do: Innovation, Trust, Entrepreneurship, Customer Focus.

Requirements

• Degree or diploma in Information Technology, Computer Science, or equivalent hands-on experience.
• 5+ years of Service Desk or IT support experience in a senior, hands-on technical role with mentoring responsibilities.
• Strong hands-on troubleshooting skills with the ability to independently resolve complex technical issues.
• Proven experience acting as a technical escalation point and go-to resource for peers.
• Strong knowledge of Jira, Confluence, SAP Business One, Microsoft Dynamics CRM, Active Directory, and Microsoft 365.
• General understanding of server management, file shares, and user access controls.

Nice To Haves

• Experience with endpoint deployment, configuration management, device lifecycle management, and modern endpoint management platforms such as Microsoft Intune and SCCM considered a strong asset.
• Knowledge of SCCM, including endpoint image creation, deployment, and image lifecycle management, considered a strong asset.

Responsibilities

• Act as a senior technical escalation point for the Service Desk, resolving complex or high-impact issues related to software, hardware, identity, and network connectivity.
• Perform advanced troubleshooting and root-cause analysis, sharing context, methodology, and reasoning to strengthen technical problem-solving across the team.
• Support accurate triage by ensuring incidents and requests are correctly categorized, prioritized, and routed in line with SLAs and ITIL practices.
• Collaborate with infrastructure, applications, and security teams to ensure effective escalation, smooth handoffs, and timely resolution of cross-domain issues.
• Champion technical standards, troubleshooting methodologies, and best practices across the Service Desk.
• Review, develop, and maintain high-quality technical documentation and runbooks in Confluence.
• Contribute to continuous improvement initiatives related to Incident, Request, Problem, and Change Management.
• Mentor Service Desk technicians through hands-on guidance, peer support, and knowledge sharing, helping deepen technical capability across the team.
• Analyze recurring issues and service trends to identify underlying patterns and recommend improvements that enhance stability, efficiency, and overall user experience.
• Install, configure, and troubleshoot corporate endpoints, peripherals, and business applications as required.

Benefits

• Hybrid work model for certain job categories, supported by competitive benefits.
• Comprehensive health benefits that ensure you and your family are covered for a wide range of medical needs.
• Health Spending Account (HSA).
• Employer-matched RRSP Program.
• Paid Floater Days.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree