Service Desk Team Lead

The Salvation Army; Remote; CAD 101,000; Full time

Job summary

A community support organization in Canada is seeking a Service Desk Team Lead to provide operational leadership for the IT Service Desk team. You will manage support channels, ensure SLA compliance, and drive continuous improvement. Ideal candidates will have supervisory experience in a Service Desk environment and solid IT knowledge. The target hiring range is $66,831 to $83,539, based on experience and qualifications.

Qualifications

• 2+ years supervisory experience in a Service Desk environment.
• 5+ years as a Senior Service Desk Technician.
• Strong knowledge of ITIL principles.

Responsibilities

• Lead and manage the Service Desk team of 6-8 members.
• Oversee incident management and SLA monitoring.
• Conduct quality evaluations and develop training programs.

Skills

Customer-focused

Leadership

Problem resolution

Interpersonal communication

Detail-oriented

Prioritization

Education

Diploma in Computer/Technology field

ITIL Foundations certification (v3 or v4)

Tools

Microsoft 365

ServiceNow

Job description

Who We Are

For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Job Description

We are seeking a Service Desk Team Lead to provide operational leadership for our IT Service Desk team. This role oversees support channels (voice, email, web, walk-up), ensures SLA compliance, manages major incidents, and drives continuous improvement. The Team Lead will coach and develop Service Desk Technicians, maintain quality standards, and act as a change champion for new technology adoption.

Key Accountabilities

• Lead and manage Service Desk team (6–8 direct reports), including onboarding, performance management, and career development.
• Oversee incident management, SLA monitoring, and customer satisfaction programs.
• Conduct quality evaluations, develop training programs, and coach team members.
• Participate in IT projects, pilots, and process improvement initiatives.
• Generate operational reports and analyze performance trends.
• Act as backup for the Service Desk Manager.

Education and Experience Qualifications

• Diploma in Computer/Technology field; ITIL Foundations certification (v3 or v4) preferred.
• Two (2+) years supervisory experience in a Service Desk environment.
• Five (5+) years of solid experience in a Senior Service Desk Technician role.
• Strong knowledge of Microsoft 365, ServiceNow, and ITIL principles.
• Thoughtful and inquisitive leader who challenges the status quo and drives improvement.
• Dependable and customer-focused, committed to problem resolution and satisfaction.
• Detail-oriented with strong prioritization skills in fast-paced, high-volume environments.
• Excellent interpersonal communicator, skilled in rapport building, active listening, and tactful problem-solving.
• Empathetic and proactive with a positive attitude and sense of urgency.

Compensation

The target hiring range for this position is $66,831.48 to $83,539.35 with a maximum of $100,247.22.

Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

The Salvation Army will provide reasonable accommodation upon request. Please email [e-mail] if you have a need for any accommodation and we will be pleased to discuss this with you.