Senior Service Desk Team Lead

TEKsystems c/o Allegis Group; Ottawa; Hybrid; CAD 91,000 - 119,000; Full time

Job summary

A leading technology services provider in Ottawa is seeking a Team Lead to guide Service Desk operations. The ideal candidate will have over 5 years of experience in Microsoft Suite tools and mobile device management, with proven leadership skills. This hybrid position offers competitive pay and requires bilingual proficiency in French and English.

Qualifications

• 5+ years of experience with Microsoft Suite tools.
• 2+ years working with Intune for mobile device management.
• 5+ years leading teams with performance management responsibilities.

Responsibilities

• Lead, mentor, and coach a team of Service Desk Analysts.
• Conduct regular 1:1s, performance reviews, and team meetings.
• Identify training needs and upskill team capabilities.

Skills

Microsoft Suite tools

Intune – Mobile Device Management

hardware troubleshooting

bilingual (French and English)

Active Directory

Job description

Overview

Hybrid work • Permanent position • Secret clearance required

Our client is a crown corporation delivering infrastructure, real property, and environmental services in support of the Department of National Defence (DND) and the Canadian Armed Forces (CAF). The organization is restructuring to enhance operational efficiency within Service Desk and Asset Management functions, shifting from reactive to proactive maintenance and faster response times. A Team Lead is sought to guide Service Desk operations and the Asset Management lifecycle for IT devices.

Responsibilities

• Lead, mentor, and coach a team of Service Desk Analysts and Analysts.
• Conduct regular 1:1s, performance reviews, and team meetings to foster growth and accountability.
• Identify training needs and upskilling opportunities to enhance team capabilities.
• Delegate tasks effectively and monitor progress against performance metrics.
• Oversee a team of 5 members, including training and performance reviews, to support internal DCC employees across Canada (regional offices in British Columbia, Edmonton, Montreal, and Ottawa).

Top Skills & Qualifications

• 5+ years of experience with Microsoft Suite tools (Word, Excel, PowerPoint, Outlook, OneNote, Access, Publisher, OneDrive, SharePoint, Teams, Loop, Planner, Whiteboard)
• 2+ years working with Intune — Mobile Device Management (MDM) expertise
• Hands-on experience with Microsoft Intune for managing iOS, Android, and Windows devices
• Understanding of device enrollment, policy configuration, and application deployment
• Familiarity with SCCM, NDES, and SCEP for hybrid environments
• 5+ years troubleshooting hardware (Windows 11, laptops) including:
  • Diagnosing hardware failures (drives, RAM, power supplies, peripherals)
  • Device imaging & configuration (standard software and settings)
  • Peripheral support (printers, scanners, monitors, input devices)
  • Network connectivity (LAN, Wi-Fi, switches)
  • Onsite support and repair
  • Inventory & asset management (tracking hardware assets, replacements, upgrades)
• 5+ years leading teams with responsibilities including training and performance management as described above
• Must be bilingual (French and English)

Role Description

The client is a crown corporation responsible for delivering infrastructure, real property, and environmental services in support of the DND and CAF. The Team Lead will oversee and guide Service Desk operations, support to internal DCC employees across Canada, and the Asset Management lifecycle. The Service Desk currently handles email and an online self-service portal, with a pilot phone support channel and plans for broader implementation. The Asset Management team manages procurement, deployment, inventory tracking, and coordination with external vendors and partners.

Skills

Active Directory, Windows 11, Microsoft 365, Intune, hardware troubleshooting, service desk, ticketing systems, Office 365, technical support, desktop, application support, MYKey, Copilot

Additional Skills & Qualifications

• Secret Clearance
• Azure experience

Experience Level

Expert Level

Pay and Benefits

Pay range: $91,000.00 – $119,000.00 per year.

Workplace Type

Hybrid position in Ottawa, ON.

About TEKsystems and TEKsystems Global Services

TEKsystems and TEKsystems Global Services are Allegis Group companies. We are a leading provider of business and technology services, delivering transformation through strategy, design, execution and operations. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.