On-Site Service Desk Lead | IT Support & Mentorship

Evolutionary Recruiting; Edmonton; On-site; CAD 60,000 - 80,000; Full time

Job summary

Evolutionary Recruiting in Edmonton seeks an experienced Service Desk Team Lead to guide multi-site IT operations on a 12-month contract. You will mentor staff, manage incidents, and drive service improvements while ensuring reliable end-user support.

In this role you will partner with technical teams, vendors, and stakeholders to deliver secure, accessible technology services. Strong Windows/macOS knowledge, ITIL basics, and leadership skills are essential.

Qualifications

• Minimum 5 years of experience in a Service Desk, Technical Support, or IT Support environment.
• Experience acting as a senior resource, lead, mentor, or escalation point.
• Strong knowledge of Windows and macOS operating systems.
• Strong knowledge of hardware, software, cloud technologies, networking, and user account management.
• Experience with ServiceNow, Jira Service Management, or similar ticketing systems.
• Experience supporting desktops, laptops, Chromebooks, tablets, printers, interactive display technologies, and related peripherals.
• Experience with technology asset management, inventory controls, audits, and device lifecycle management.
• Working knowledge of cybersecurity, privacy, confidentiality, and secure data-handling practices.
• Strong analytical, troubleshooting, organizational, and customer-service skills.
• Excellent verbal and written communication skills.
• Experience developing user documentation and training materials.
• Must possess two or more certifications from the list.

Responsibilities

• Provide leadership, mentoring, and technical guidance to the service desk team.
• Coordinate service requests, incidents, and escalations.
• Support service delivery standards, documentation, and operational procedures.
• Assist with technology deployments, upgrades, and service improvement initiatives.
• Provide Level 2 technical support via phone, email, remote access tools, and in person.
• Troubleshoot hardware, software, accounts, access, connectivity, and device-related issues.
• Manage and document incidents, requests, and resolutions within the service management platform.
• Coordinate device deployment, maintenance, repair, replacement, and lifecycle management activities.
• Maintain accurate inventory records, warranty information, asset documentation, and audit records.
• Develop user guides, knowledge base articles, and support documentation.
• Deliver user training and promote technology best practices.
• Support cybersecurity, privacy, and information management requirements.

Skills

Leadership

Mentoring

Escalations management

Analytical

Troubleshooting

Customer service

Communication

Problem solving

Education

Two-year post-secondary diploma in IT

Tools

ServiceNow

Jira Service Management

Job description

Evolutionary Recruiting in Edmonton seeks an experienced Service Desk Team Lead to guide multi-site IT operations on a 12-month contract. You will mentor staff, manage incidents, and drive service improvements while ensuring reliable end-user support.

In this role you will partner with technical teams, vendors, and stakeholders to deliver secure, accessible technology services. Strong Windows/macOS knowledge, ITIL basics, and leadership skills are essential.