IT Service Desk Lead (Full Time)

Revolution Recruiting; Charlottetown; On-site; CAD 55,000 - 75,000; Full time

Job summary

Revolution Recruiting is seeking an IT Service Desk Lead in Charlottetown, Prince Edward Island. You will oversee day‑to‑day service desk operations, guide a team, and ensure responsive, customer‑focused support across hardware, software, and endpoint issues.

This onsite role emphasizes coaching, process improvement, training, and strong service standards to keep IT running smoothly. Ideal candidates bring 5+ years in IT support, ITIL/ITSM knowledge, and hands‑on experience with Microsoft 365,

Qualifications

• ITIL Foundation knowledge or ITSM experience preferred.
• 5+ years in IT support, service desk, or related role.
• Experience in lead, senior support, coaching or supervisory positions.
• Understanding of ticket lifecycle, SLAs, escalation, and customer service.
• Experience with IT metrics: response/resolution times, backlog, CSAT.
• Hands‑on experience: Windows workstations, Microsoft 365, devices, remote tools.
• Ability to develop docs, onboarding materials, training plans, KB articles.
• Ability to deliver clear training to staff and end users.

Responsibilities

• Lead daily service desk operations to meet incidents and requests with service levels.
• Coach and guide service desk staff; identify training needs and standards.
• Prepare onboarding and training sessions for IT staff and users.
• Assist with refresh activities for computers and peripherals; plan deployments.
• Provide Tier 1–2 support for hardware, software, accounts, printing, and endpoint issues.
• Escalate complex requests; coordinate with infrastructure, vendors, or business teams.
• Maintain and improve service desk documentation and knowledge base.
• Identify recurring issues and opportunities for process improvements.

Skills

IT service desk

Leadership

Customer service

Troubleshooting

Microsoft 365

Education

Diploma/degree in IT or related field

Tools

HaloITSM

Microsoft 365

Azure

Endpoint management

Job description

Are We The Right Fit For You?

Are you passionate about helping others?

Do you enjoy making a difference in people’s lives?

Do you get excited about being part of a team that believes in lifelong learning and continuous improvement?

We certainly do.

We believe that work should be a place where you can have fun while doing something meaningful.

We’re currently looking for like‑minded team members to join our movement, which is to provide the very best care and service to our clients.

We’ve been redefining ourselves and working towards this ideal for over 40 years. And, as times change, we change with them. We don’t claim to be perfect, but we do want to be the best place to work in Prince Edward Island. We try very hard to be there for our clients when they need us and to guide them through the changes in their lives.

But we can’t do it alone. As healthcare becomes more complex, we continually need new ideas and expertise to best serve our team and clients.

If this sounds like you, you may be a great fit for our team!

Why Join Us?

There are lots of great employers out there, and we believe that there is a right place for everyone.

We believe in lifelong learning. We’ve been out in front of and welcomed the major evolutions in the profession over the past 40 years. And we are excited about what’s next.

We understand that your time at work is an important part of your life’s journey, so we believe in providing ongoing training and opportunities for you to advance with us and within your profession.

Finally, we believe in partnering and supporting other locally owned businesses to build stronger communities, so we’ve made arrangements with a few of them to provide you with discounts on things like home heating oil, restaurants and goods and services at local retailers.

How You’ll Spend Your Time…

Like any role, there are, of course, some precise duties that will need to be performed and we’ll tell you all about them.

But there are a few simple things that will determine your success on our team, and your enjoyment in your role.

Quite simply, treat your fellow team members as you would like to be treated.

Our most successful team members will always aim to do what is right, while keeping things simple and predictable. Our team members continuously look for opportunities to improve the clients’ experience. It’s what we believe in.

What You Will Bring To The Team

Our team is client focused and believes in a high level of attention to detail, professionalism and discretion. We also believe in lifelong learning and the ability to work under pressure. We value diverse backgrounds and what that brings to our team and we want to hear more about what makes you unique.

Qualifications:

• Diploma or degree in Computer Science, Information Technology, Business Technology, or a related field; equivalent experience may be considered.
• Minimum 5 years of progressive experience in IT support, service desk, desktop support, or a related technical role.
• Previous experience in a lead, senior support, coaching, coordination, or supervisory capacity is considered an asset.
• Strong understanding of IT service management practices, ticket lifecycle management, prioritization, escalation, service levels, and customer service standards.
• Experience monitoring and reporting on support metrics such as response time, resolution time, backlog, customer satisfaction, and ticket quality.
• Hands-on technical experience supporting Windows workstations, Microsoft 365, user accounts, printers, mobile devices, peripherals, remote support tools, and common business applications.
• Experience developing support documentation, onboarding materials, training plans, knowledge base articles, or standard operating procedures.
• Ability to deliver clear, practical training sessions to staff and end users in a professional and approachable manner.
• Strong communication, customer service, problem-solving, troubleshooting, and follow-up skills.
• Highly organized and dependable, with the ability to manage priorities, coordinate work, meet deadlines, and adapt to changing operational needs.
• Physically capable of lifting and moving computers, monitors, printers, and related equipment weighing approximately 25-50 lbs.
• Valid driver’s license and willingness to travel to sites and work on-site as required.
• Availability to support occasional after-hours work, scheduled maintenance, site deployments, incident response, and on-call requirements when needed.
• This position is physically located in Charlottetown, Prince Edward Island, and is an onsite role. Remote work is not available for this position.

Additional Assets:

• ITIL Foundation certification or practical ITSM experience
• Microsoft 365, Azure, Endpoint, or Modern Desktop certifications
• Experience with HaloITSM or other IT service management platforms
• Experience with endpoint management, imaging, Intune, device refresh planning, or hardware deployment
• projects

Your Role

As the IT Service Desk Lead, you will oversee day-to-day service desk operations and help ensure the IT support function

delivers consistent, responsive, and customer-focused service. This role is responsible for managing service desk

processes, monitoring key performance indicators, supporting strong response times, promoting customer satisfaction,

and helping the IT team continuously improve how incidents and service requests are handled.

This position combines service desk leadership with hands‑on technical support, staff training, onboarding support, end‑user communication, and coordination of computer and peripheral device refresh activities across the organizations

supported by Revolution Technologies.

Key Responsibilities:

• Lead and coordinate daily service desk operations to ensure incidents, service requests, and end‑user support needs are handled efficiently, professionally, and within expected service levels.
• Manage, monitor, and continuously improve service desk processes, workflows, ticket quality, prioritization, escalation practices, and customer communication standards.
• Track and report on service desk KPIs, including response times, resolution times, ticket backlog, first‑contact resolution, service levels, and customer satisfaction trends.
• Promote high levels of customer satisfaction by ensuring timely responses, clear communication, effective follow‑up, and a positive support experience for end users.
• Provide coaching, guidance, and day‑to‑day support to service desk staff, including reviewing ticket handling, identifying training needs, and reinforcing service standards.
• Prepare and deliver onboarding and training sessions for IT staff and end users on support processes, common technology tools, service expectations, and new or updated procedures.
• Assist with computer, mobile device, printer, and peripheral refresh activities, including planning, preparation, deployment coordination, end‑user communication, and post‑deployment support.
• Provide hands‑on Tier 1 and Tier 2 IT support for hardware, software, account access, Microsoft 365, printing, endpoint, and general technology issues.
• Serve as an escalation point for service desk issues, helping troubleshoot more complex requests and coordinating with infrastructure, application, vendor, or business teams when required.
• Maintain and improve service desk documentation, knowledge base articles, standard operating procedures, and user‑facing support materials.
• Support continuous improvement by identifying recurring issues, process gaps, training opportunities, automation opportunities, and ways to reduce ticket volume or improve service quality.
• Work closely with IT team members, vendors, and business stakeholders to resolve issues, coordinate service delivery, and support operational priorities.
• Perform other related duties as required to support IT service delivery and organizational priorities.

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