IT Help Desk Team Lead – Service Excellence

MDA Space; Brampton; On-site; CAD 90,000 - 105,000; Full time

Benefits offered by this job

Health care plan

Dental & Vision

Disability income protection

Life insurance

Retirement plan

Employee assistance

Job summary

MDA Space is seeking a Service-oriented Team Lead - Help Desk to guide Tier 1 operations across Richmond, Brampton, and Sainte‑Anne‑de‑Bellevue. You will lead, coach, and align a bilingual team to deliver timely, professional IT support.

Reporting to IT Operations leadership, you will drive service quality, incident resolution, and customer satisfaction while maintaining ITIL‑aligned practices and strong stakeholder communication. Occasional travel is required.

Qualifications

• 4–6 years in IT Help Desk or end‑user support environments
• 1–3 years in a lead, supervisory role
• Experience with Windows environments and Microsoft 365
• Familiarity with ITSM/ITIL processes
• Experience with ticketing systems and service desk workflows

Responsibilities

• Lead, coach, and support Help Desk Analysts while promoting a collaborative, accountable, and customer‑focused team culture
• Oversee daily Help Desk operations, including ticket intake, prioritization, assignment, escalation, and resolution
• Act as primary escalation point for complex incidents to minimize disruption and maintain service continuity
• Monitor service desk performance metrics such as SLA compliance and customer satisfaction
• Communicate clearly with IT leadership and stakeholders during outages or incidents

Skills

ITIL/ITSM

Team Leadership

Windows/Microsoft 365

Customer Service

End-User Support

Ticketing Systems

Education

IT degree (Information Technology or Computer Science)

ITIL Foundation certification

CompTIA A+ or equivalent

Job description

MDA Space is seeking a Service-oriented Team Lead - Help Desk to guide Tier 1 operations across Richmond, Brampton, and Sainte‑Anne‑de‑Bellevue. You will lead, coach, and align a bilingual team to deliver timely, professional IT support.

Reporting to IT Operations leadership, you will drive service quality, incident resolution, and customer satisfaction while maintaining ITIL‑aligned practices and strong stakeholder communication. Occasional travel is required.