IT Service Desk Lead

Cambridge Housing Authority; Edmonton; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading service provider in Edmonton is seeking an IT Service Desk Manager to lead their Technical Support Services team. This role includes overseeing the Service Desk team, ensuring efficient resolution of technical issues, and driving continuous improvement. Ideal candidates will have over 3 years of experience in IT service desk operations, excellent troubleshooting skills, and a customer-centric approach. This full-time position offers opportunities for professional growth and a supportive workplace culture.

Benefits

Competitive Compensation and Benefits Package

Employee Vehicle Purchase & Service Plans

Employee and Family Assistance Programs

Professional development opportunities

Qualifications

• 3–5+ years of experience in IT service desk operations, with 1–2+ years in a supervisory role.
• Proven ability to troubleshoot and resolve technical issues related to hardware and software.
• Strong understanding of business applications, ideally within the auto retail industry.

Responsibilities

• Lead the Service Desk team, ensuring efficient ticket resolution.
• Implement and troubleshoot escalated technical issues.
• Maintain adherence to Service Level Agreements (SLAs) and customer satisfaction.

Skills

IT service desk operations

Supervisory or team lead experience

Troubleshooting technical issues

Excellent communication

Problem-solving skills

Tools

ServiceNow

CDK systems

Job description

Join the ride!

Position: IT Service Desk Manager

Location: AutoCanada Home Office, Edmonton, AB

Classification: Full‑Time, Immediate Hire

About the Role

As a Service Desk Manager, you will be a key member of our Technical Support Services team, providing exceptional technical support and leadership to our internal customers. You will be responsible for overseeing the Service Desk team, ensuring efficient resolution of technical issues, and driving continuous improvement. This role requires strong leadership, technical aptitude, excellent problem‑solving skills, and a customer‑centric approach. This is an in‑office role with some flexibility to work remotely with prior approval from a manager.

Responsibilities

• Provide timely and effective leadership to the Service Desk team, ensuring tickets are resolved efficiently.
• Implement, diagnose, and troubleshoot complex technical issues related to escalated tickets from Tier II analysts.
• Ensure adherence to Service Level Agreements (SLAs) and maintain high levels of customer satisfaction.
• Develop and maintain in‑depth knowledge of the organization’s key business applications, providing expert‑level support.
• Proactively identify and resolve recurring issues, implementing process improvements.
• Participate in knowledge base content creation and maintenance.
• Assist with the deployment and maintenance of IT equipment and software as part of our Project Management Office.
• Generate performance reports and analyze trends to identify areas for improvement.
• Participate in on‑call rotation as required.

Qualifications

• 3–5+ years of experience in IT service desk operations, with 1–2+ years in a supervisory or team lead role.
• Experience with IT service management (ITSM) systems (e.g., ServiceNow).
• Proven ability to troubleshoot and resolve technical issues related to hardware, software, and networking.
• Strong understanding of business applications, ideally within the auto retail industry.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem‑solving and analytical skills.
• Ability to prioritize and manage multiple tasks effectively.

Nice to Haves

• Experience supporting retail operations or multi‑store companies.
• Experience supporting software applications.
• Experience with CDK systems.
• Familiarity with ITIL best practices.

Recommended Certifications

• ITIL Certifications.
• Relevant Microsoft or CompTIA Certifications.

The Perks

• Competitive Compensation and Benefits Package
• Employee Vehicle Purchase & Service Plans
• Employee and Family Assistance Programs
• Company‑wide appreciation events and contests throughout the calendar year
• Professional development and the opportunity to grow your career

And those are just the basics. We strive every day to create a workplace culture that embraces diversity and inclusivity, ensures fairness and equal opportunities, and fosters a sense of belonging for all Team Members. As an equal opportunity employer, we actively support everyone in expressing themselves and reaching their full potential.

Can you picture yourself here already?

We hope so. It’s equally as important that you choose us as we choose you. Take a sneak peek at what we think makes this one of the best workplaces around.

If you think you’re a good fit to come along on our ride, apply now through our website at www.autocan.ca/careers. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Our commitment extends to reaching out to individuals from various backgrounds and identities. We do not discriminate based on gender identity, race, national origin, ethnicity, religion, age, sexual orientation, marital or family status, or mental/physical disabilities. AutoCanada is committed to collaborating with and providing reasonable accommodations to individuals with disabilities. If you need accommodation during the recruitment process, please inform your recruiter.