Supervisor - IT Operations

MDA•Brampton, ON

11d•CA$90,000 - CA$105,000•Hybrid

About The Position

MDA Space IT is seeking a service-oriented Team Lead – Help Desk to lead Tier 1 Help Desk operations across all MDA Space locations, with team members based in Richmond, BC, Brampton, ON, and Sainte-Anne-de-Bellevue, QC. Reporting to IT Operations leadership, the Help Desk Team Lead provides day-to-day guidance, operational oversight, and escalation support for all Tier 1 Help Desk staff and Tier 2 support staff located in Brampton. The successful candidate will combine people leadership, operational discipline, and hands-on technical expertise to deliver responsive, professional, and customer-focused IT support. This role plays an important part in strengthening service consistency, user confidence, and overall customer satisfaction across the organization. There will be occasional travel required to support stakeholders and teams across MDA Space locations.

Requirements

4–6 years of experience in IT Help Desk, Service Desk, or end-user support environments
1–3 years of experience in a lead, senior, or supervisory role, preferably within a unionized environment
Demonstrate experience supporting Windows environments, Microsoft 365, and end-user technology services
Strong understanding of ITSM / ITIL-aligned service operations
Strong understanding of Ticketing systems and service desk workflows
Strong understanding of Endpoint, identity, and user lifecycle management
Troubleshoot effectively across hardware, software, identity, and connectivity domains while keeping the customer informed
Diploma or degree in Information Technology, Computer Science, or equivalent experience
Communicate clearly and professionally in both French and English, verbally and in writing
Lead and coach team members with empathy, accountability, and a focus on service excellence
Demonstrate a customer-first mindset with a strong commitment to customer satisfaction and positive user experiences
Organize, prioritize, and make sound decisions in a fast-paced support environment
Communicate effectively with technical and non-technical stakeholders, ensuring clear expectations and timely updates
Remain calm under pressure while managing competing priorities and maintaining a professional service experience

Nice To Haves

ITIL Foundation certification preferred
CompTIA A+ or similar technical certifications considered an asset
Successful candidates must obtain and hold security clearance at the Reliability status level, and pass security assessment for the Controlled Goods Program (CGP), and be able to obtain higher clearances.

Responsibilities

Lead, coach, and support Help Desk Analysts while promoting a collaborative, accountable, and customer-focused team culture
Support recruitment, onboarding, training, scheduling, and performance development for Help Desk team members
Set clear expectations for service quality, professionalism, documentation standards, and positive customer interactions
Provide regular coaching and feedback to develop technical capability, service ownership, and customer service excellence
Oversee daily Help Desk operations, including ticket intake, prioritization, assignment, escalation, and resolution, to deliver timely and effective customer support
Act as the primary escalation point for complex or high-impact incidents, helping to minimize disruption and maintain service continuity
Ensure incidents and service requests are managed in accordance with service levels, operational procedures, and ITIL-aligned practices to support a consistent user experience
Coordinate team workload and staffing coverage to meet operational needs and maintain service continuity during peak demand or critical incidents
Provide hands-on support as needed to resolve escalated issues related to: End-user computing (Windows, Microsoft 365, devices, peripherals), Identity and access management (Active Directory / Entra ID), Endpoint management and deployment
Guide analysts through complex troubleshooting while reinforcing structured problem-solving, clear documentation, and effective customer communication
Monitor and report on service desk performance metrics, including SLA compliance, backlog, customer satisfaction, and user experience trends
Identify recurring issues and collaborate with cross-functional IT teams to improve service reliability, reduce repeat incidents, and enhance the customer experience
Maintain and improve Help Desk procedures, standards, and knowledge resources to increase consistency, efficiency, and service quality
Contribute to the ongoing maturity of IT service management practices across incident, request, problem, and change processes
Serve as a key point of contact for Help Desk operational matters with IT leadership, business stakeholders, and internal customers
Provide clear, timely, and professional communication during outages, major incidents, and service disruptions to maintain customer confidence
Build strong working relationships with internal teams, vendors, and service partners to support a seamless and high-quality support experience