IT Service Desk Lead – Client Services

FortisAlberta Inc.; Airdrie; On-site; CAD 90,000 - 130,000; Full time

Job summary

FortisAlberta Inc. seeks a Supervisor IT Client Services to lead the Service Desk and Deskside teams from its Airdrie location. You will supervise staff, coordinate vendors, and deliver exceptional end-user support while guiding incident response and service improvements.

The role requires a post-secondary degree and at least 7 years in enterprise IT, with ITIL foundations and MS 365 proficiency highly valued. On-site work in Alberta with full-time hours.

Qualifications

• Post-secondary degree or diploma in Computer Science or related discipline with at least 7 years in enterprise IT support.
• Extensive experience with Microsoft 365, Windows 11, SAP, and endpoint management.
• Experience leading technical teams; ITIL V3 Foundations is an asset.
• Experience in regulated environments is an asset.

Responsibilities

• Oversee day-to-day IT Client Services operations for Service Desk and Deskside teams.
• Coach, mentor, and manage staff, contractors, and vendors; drive performance.
• Ensure service levels, prioritize work, and report on operational metrics.
• Lead process improvements and knowledge management across IT Client Services.
• Escalation point for incidents and customer communications; drive customer focus.
• Oversee end-user hardware/software lifecycle, procurement, and asset management.

Skills

Leadership

Team management

Customer service

Communication

Problem solving

Education

Post-secondary degree in Computer Science or related

Tools

Microsoft 365

Windows 11

SAP

Intune

Active Directory

Entra ID

Exchange Online

Job description

FortisAlberta Inc. seeks a Supervisor IT Client Services to lead the Service Desk and Deskside teams from its Airdrie location. You will supervise staff, coordinate vendors, and deliver exceptional end-user support while guiding incident response and service improvements.

The role requires a post-secondary degree and at least 7 years in enterprise IT, with ITIL foundations and MS 365 proficiency highly valued. On-site work in Alberta with full-time hours.