IT Service Desk Team Lead | MSP Operations, Technical Escalations & Team Oversight | On-Site (S[...]

White Bay; Surrey; On-site; CAD 75,000 - 90,000; Full time

Job summary

A Managed IT Services provider in Surrey seeks an IT Service Desk Team Lead to oversee the technical support function. This role involves mentoring a team, managing service quality, and resolving client issues effectively. Ideal candidates have 5+ years in IT support with supervisory experience. Offering a salary range of $75K to $90K CAD, full benefits, and opportunities for career growth.

Benefits

Full benefits package including health coverage

Paid vacation and generous sick leave

Supportive and inclusive team culture

Qualifications

• 5+ years of experience in an IT support capacity.
• At least 2 years in a team lead or supervisory role.
• Familiarity with ITIL or similar service delivery frameworks.

Responsibilities

• Provide day-to-day leadership for a team of technicians.
• Manage incoming support tickets and calls.
• Act as the go-to escalation point for complex client issues.

Skills

IT service processes

Team management

Customer communication

Education

Post-secondary degree in IT or related field

Technical certifications (ITIL, CompTIA A+)

Tools

ConnectWise

BrightGauge

CloudRadial

Job description

IT Service Desk Team Lead | MSP Operations, Technical Escalations & Team Oversight | On-Site (Surrey) | $75K–$90K CAD

Join to apply for the IT Service Desk Team Lead | MSP Operations, Technical Escalations & Team Oversight | On-Site (Surrey) | $75K–$90K CAD role at White Bay

IT Service Desk Team Lead | MSP Operations, Technical Escalations & Team Oversight | On-Site (Surrey) | $75K–$90K CAD

1 day ago Be among the first 25 applicants

Join to apply for the IT Service Desk Team Lead | MSP Operations, Technical Escalations & Team Oversight | On-Site (Surrey) | $75K–$90K CAD role at White Bay

This range is provided by White Bay. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$75,000.00 / yr - CA$90,000.00 / yr

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The Company

Our client is a well-established and growing Managed IT Services provider, recognized for delivering top-tier technical support and strategic IT solutions to a diverse client base. With a strong focus on service quality and operational excellence, they pride themselves on maintaining a responsive and knowledgeable support team that consistently meets the evolving needs of their customers.

The Role

They’re currently on the lookout for a hands-on IT Service Desk Team Lead to help steer the day-to-day operations of their technical support function. Working closely with the Service Manager, this individual will help guide a team of technicians, drive service quality, and ensure customer issues are resolved efficiently. This role is ideal for someone with a solid technical background in managed services who is also passionate about coaching others and improving team performance.

Requirements

• 5+ years of experience in an IT support capacity, with at least 2 years in a team lead or supervisory role
• Previous experience within a Managed Services Provider (MSP) is strongly preferred
• Strong knowledge of IT service processes and ticketing systems; experience with ConnectWise, BrightGauge, or CloudRadial is a plus
• Familiarity with ITIL or similar service delivery frameworks
• Comfortable taking ownership of escalated client issues and major incidents
• Ability to mentor and support a team in a high-paced, client-facing environment
• Excellent communication and organizational skills
• Technical certifications (e.g., ITIL, CompTIA A+) or a post-secondary degree in IT or a related field are assets but not required

Responsibilities

Provide day-to-day leadership and scheduling oversight for a team of service desk technicians

Manage incoming support tickets and calls, ensuring issues are assigned appropriately and resolved within defined SLAs

Act as the go-to escalation point for more complex or high-impact client issues

Conduct regular performance reviews and support employee development through coaching and training

Monitor KPIs such as response time, resolution time, and customer satisfaction (CSAT); implement strategies to improve where needed

Run structured daily team huddles to promote alignment, communication, and performance tracking

Support cross-functional collaboration with other departments to ensure seamless client service

Maintain clear and up-to-date documentation for internal processes and client issue resolution

Occasionally assist with hands-on technical tasks as required

Lead and coordinate responses to major incidents when they arise

Salary range : $75,000 – $90,000 CAD per year

Full benefits package, including health coverage

Paid vacation and generous sick leave

Supportive and inclusive team culture

The chance to influence and improve operational processes within a growing company

If you're an experienced IT leader ready to take the next step in your career, this is a strong opportunity to make an impact with a company that values leadership, accountability, and team development. Apply today to learn more about how you can be part of a fast-paced, client-first environment where your technical and people skills will be fully utilized.

Ready to Apply?

If you're excited to tackle complex challenges and be part of a team creating groundbreaking AI-driven solutions, this role could be your perfect match. Don’t miss the chance to contribute to revolutionary advancements in robotics—submit your application today! Stay informed about new opportunities and market updates by following our LinkedIn page : https : / / www.linkedin.com / company / white-bay-search /

welcometowhitebay

Seniority level

Seniority level

Director

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Industries

IT Services and IT Consulting

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