Team Leader, Service Desk

Medavie • Moncton, NB

5d • CA$73,465 - CA$82,648 • Hybrid

About The Position

As a national health solutions partner, Medavie puts people first in everything they do, including their team of over 8,000 professionals. They create industry-leading solutions in insurance, primary care, and emergency medical services that impact millions of lives in Canada annually. Medavie's mission is to improve the wellbeing of Canadians. They offer competitive pay, comprehensive benefits, opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is a place where employees can be their best selves, feel they belong, and achieve their full potential.

Reporting to the Manager of Technical Services, the Team Leader, Service Desk is responsible for the leadership and continual improvement of the Medavie Service Desk. This includes the implementation of industry-standard IT operations processes, best practices, ITIL processes, and Digital and Service Management technology. Excellence in communication, relationship building, and customer service is required, along with excellent knowledge of IT operations and ITIL best practices.

Requirements

• Post-secondary bachelor’s degree in computer science, business, or related field; or equivalent experience.
• Certification in ITIL is strongly preferred.
• Five years’ experience in leading, implementing, and supporting technology solutions in a Service Desk or Contact Centre environment.
• Knowledge and experience with programming concepts and automation technologies, such as Powershell, Power Automate, Git, Ansible, and Python.
• Knowledge and experience with Microsoft PowerBI or equivalent business intelligence and reporting tools.
• Knowledge and experience with service management technology, Cherwell Service Management or equivalent.
• English (Spoken and Written) required.
• Reliability Status Clearance (Enhanced Level B), including Fingerprinting, Criminal Record Check, Credit Check.
• Must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.
• Demonstrates a genuine commitment to supporting, coaching, and developing employees.
• Builds strong, engaged teams by fostering an inclusive environment, providing regular feedback, supporting career growth, and creating opportunities for team members to develop and succeed.
• Communicates openly, clearly, and effectively across a variety of audiences and situations.
• Shares information appropriately, encourages collaboration, builds trust, and promotes strong working relationships within the team and across the organization.
• Understands the needs of customers, partners, and stakeholders and ensures services are delivered with a strong customer focus.
• Builds positive relationships, responds with an appropriate sense of urgency, and seeks opportunities to continuously improve the customer experience.
• Drives results by establishing clear priorities, monitoring progress, and removing barriers to success.
• Demonstrates accountability for outcomes, supports sound decision-making, and ensures commitments are delivered effectively and efficiently.
• Successfully balances competing priorities in a dynamic environment.
• Plans work effectively, adapts to changing business needs, and helps teams navigate change with confidence while maintaining focus on operational objectives.
• Understands how their team contributes to broader departmental and organizational goals.
• Builds strong partnerships across Medavie and makes decisions that align with organizational priorities, values, and long-term objectives.

Nice To Haves

• French (Spoken and Written) considered an asset

Responsibilities

• Lead and develop the Service Desk team including performance management, training, scheduling, coaching, and engagement strategies.
• Manage the day-to-day functions of the Service Desk, including incident management, service request management, escalations, facilitating end-user communications, and responding to trends and problems.
• Contribute to the delivery of service roadmap in alignment with overall corporate strategy.
• Support the execution of corporate projects and capability building through service transition activities.
• Support ongoing needs in security audits, disaster recovery, and change management.
• Develop and maintain reporting demonstrating Service Desk effectiveness in achieving business outcomes and facilitating data-centric decision making.
• Execute and improve on knowledge management discipline, facilitating the creation and quality assurance of technical documentation as needed.

Benefits

• Permanent full-time position with strong career growth opportunities.
• Hybrid or remote work arrangements.
• Flexible work environment and work-life balance.
• 100% employer-paid health, dental, and vision benefits (effective Day 1).
• 100% employer-matched Defined Contribution Pension Plan.
• Annual performance-based Incentive Bonus.
• A gifted week of vacation in your first year + optional Vacation Purchase Program.
• Support for professional development, training, and certifications.
• Wellness programs, health resources, and fitness discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level