Team Lead - Client Support Analyst

Canadian Blood Services•Suceava, NL

2d•CA$77,500 - CA$91,000•Hybrid

About The Position

Canadian Blood Services is looking for a Temporary full-time Team Lead - Client Support Analyst to join their dynamic IT Infrastructure Operations and Delivery team. This team is responsible for managing and maintaining Canadian Blood Services’ IT infrastructure to ensure the smooth and efficient operation of its technology systems. In this role, you will provide leadership and direction to a team of Client Analysts responsible for delivering exceptional technical support services across Canadian Blood Services. You will coordinate team response during critical incidents, ensuring effective communication, escalation, and collaboration to support timely resolution. You will also provide service and support for Canadian Blood Services computer systems across Canada, including deskside support for their Sudbury National Call Centre and all Head Office locations. You will be responsible for supporting the resolution of IT problems and requests, acting as an escalation point, and ensuring effective troubleshooting, diagnosis, and first, second, and third-level resolution.

Requirements

Post-secondary level education in a relevant discipline from a recognized academic institution, preferably a community college diploma in computer systems or end-user applications.
Minimum 4-5 years of related experience, with at least 3 years of experience in a technical support role, including Service Desk, troubleshooting software, and printing access.
Knowledge of Windows, Servers, Microsoft Office, and general network and Internet principles is mandatory.
Minimum 2 years of experience providing leadership, coaching, mentorship, or guidance to technical team members, with demonstrated ability to support employee development, knowledge sharing, and team performance.
Experience working accurately and confidently with service desk tools and technology, such as ITSM, remote access, and knowledge resources.
Demonstrated ability to lead, motivate, and engage a team while fostering a collaborative, inclusive, and client-focused work environment.
Proven capability to work autonomously with minimal supervision, exercise sound judgment, and effectively prioritize competing demands.
Outstanding customer service capabilities alongside exceptional verbal and written communication aptitude.
Strong interpersonal skills with the ability to build collaborative working relationships with customers, colleagues, and cross-functional partners.

Responsibilities

Provide leadership and direction to a team of Client Analysts responsible for delivering exceptional technical support services.
Coordinate team response during critical incidents, ensuring effective communication, escalation, and collaboration to support timely resolution.
Provide service and support for Canadian Blood Services computer systems across Canada, including deskside support for the Sudbury National Call Centre and all Head Office locations.
Support the resolution of IT problems and requests, acting as an escalation point, and ensuring effective troubleshooting, diagnosis, and first, second, and third-level resolution.
Coach, mentor, and develop Client Analysts by providing guidance, feedback, and support to build technical capabilities, encourage knowledge sharing, and promote a culture of continuous learning.
Support team performance by helping establish priorities, monitoring workload demands, and fostering collaboration to ensure the delivery of high-quality client support services.
Oversee team coordination during critical incidents, ensuring effective communication, escalation, and collaboration to support timely resolution and minimize business impact.
Provide third-level support for systems throughout Canadian Blood Services and act as an escalation point for Client Analysts.
Monitor overall productivity (e.g., Service Desk metrics), identify areas requiring improvement, and implement changes as required.
Prepare and publish performance metrics and variance reports monthly or as required.
Engage in Change Management and Problem Management processes.
Collaborate with internal partners, support effective communication across teams, and promote a positive client-focused service culture.
Act as backup to the Manager, National Service Desk and provide support with team operations, priorities, and service delivery initiatives.