Lead Deskside Analyst

Microserve; Calgary; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading technology solutions provider in Calgary is seeking a Lead Deskside Analyst to supervise onsite operations. The ideal candidate will have 3-5 years of deskside support experience and will oversee service delivery while mentoring a team. Responsibilities include managing VIP support, performing hardware diagnostics, and maintaining high service standards. The role requires strong leadership and expertise in Windows and Office 365. This position is ideal for someone with ITIL certification and the ability to lead in a fast-paced environment.

Qualifications

• 3-5 years of experience in deskside or field support roles with leadership responsibilities.
• Proven experience leading IT support teams in an enterprise environment.
• Exceptional communication, organization, and customer service skills.

Responsibilities

• Lead and mentor deskside technicians.
• Oversee and coordinate deskside service delivery.
• Perform Tier 2 hardware and software support.
• Monitor service level performance and implement improvements.
• Manage VIP and Executive Support requests.

Skills

Deskside support

Leadership

Customer service

Microsoft Windows

Office 365

Hardware troubleshooting

Network diagnostics

Education

ITIL Foundation certification

CompTIA A+

Network+

Job description

Overview

Lead Deskside Analyst
Location: Calgary, AB
Opportunity at Microserve

Position Overview

Microserve is looking for a Lead Deskside Analyst to join our onsite team in Calgary, AB. This role combines the technical expertise of a Tier 2 Deskside Technician with the leadership and operational responsibilities. The successful candidate will oversee daily deskside operations, provide guidance to the technical team, ensure high-quality service delivery, and act as a key liaison between client and Microserve’s service teams. This position will also involve hands-on technical work, service coordination, and project oversight.

Key Responsibilities

• Lead and mentor deskside technicians, fostering technical excellence and professional development.
• Oversee and coordinate all aspects of deskside service delivery, ensuring timely and effective support for client environments.
• Perform Tier 2 hardware and software support, including diagnostics, repair, deployment, and configuration of IT assets.
• Monitor service level performance, reporting metrics, and implementing continuous improvement initiatives.
• Coordinate schedules, resources, and workflows between clients and Microserve service delivery teams.
• Manage VIP and Executive Support requests, ensuring quick and effective resolutions.
• Maintain documentation, policies, and standard operating procedures to support ongoing operations.
• Assist with project planning, scheduling, and delivery for technology refreshes, migrations, or infrastructure upgrades.
• Ensure all service tickets and work orders are accurately recorded and updated in the service management tool.
• Collaborate with technical teams to identify recurring issues, root causes, and areas for process optimization.
• Support hardware lifecycle management including deployment, retirement, and inventory control.
• Train end users on workstation, MTRs, and peripheral usage when required.
• Uphold strong customer service standards and act as a client-facing representative for Microserve.

Qualifications And Requirements

• 3-5 years of experience in deskside or field support roles with progressive leadership responsibilities.
• Proven experience leading IT support teams in an enterprise environment.
• Strong understanding of Microsoft Windows, Office 365, MTRs and endpoint management technologies.
• Experience diagnosing software, network, and hardware issues.
• ITIL Foundation certification (required); PMP or other project management certifications (asset).
• CompTIA A+, Network+, or manufacturer certifications (asset).
• Exceptional communication, organization, and customer service skills.
• Ability to multitask and prioritize in a fast-paced, client-facing environment.
• Must be able to lift up to 50+ lbs and pass a criminal background check.

About Us

At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 550 team members, and are recognized for our ability to deliver and innovate to meet the changing needs of our clients.