Service Desk Team Lead

Ontario Secondary School Teachers' Federation (OSSTF / FEESO); Toronto; On-site; CAD 98,000; Full time

Job summary

The Ontario Secondary School Teachers’ Federation is looking for a Service Desk Team Lead to oversee technical support operations. This role requires leadership experience, advanced technical skills, and the ability to manage team performance and client escalations. The successful candidate will support OSSTF's operational goals by ensuring exceptional service delivery and collaboration across departments in a committed, inclusive environment.

Qualifications

• Minimum of 5 years of experience in IT, with at least 2 years in a team leadership role.
• Experience providing advance technical support via multiple channels.
• Strong project management skills and experience leading IT projects.

Responsibilities

• Oversee a team of support agents in providing first-line technical support.
• Manage escalations and ensure high-quality service delivery.
• Identify opportunities for process improvement in support experience.

Skills

Technical Leadership

Problem Solving

Communication

Project Management

Analytical Skills

Education

University degree in a technical field

Industry certifications (Microsoft Certified, ITIL, CObIT)

Job description

The Ontario Secondary School Teachers’ Federation is seeking the services of an individual to serve as Service Desk Team Lead in the Operational Services Division. The start date will be determined.

PART 1 – POSITION SUMMARY

Under the guidance of the Director of Information Technology Services, the Service Desk Team Lead supports the organization’s operational goals by overseeing a team of support agents in the provision of expert first-line technical support and fulfilment of IT service requests. This role provides day-to-day technical leadership of the Technical Support Team and will ensure a high quality of service delivery is maintained while also assisting with key projects and initiatives within the IT department. This hands-on role leverages advanced technical skills and industry best practices to develop an outstanding service delivery model, while continuously seeking ways to enhance the support experience. Work will primarily be conducted in-person at OSSTF Provincial Office in Toronto.

DUTIES AND RESPONSIBILITIES (not listed in order of priority)

• Ticket / Queue Management - Reviewing and actioning outstanding tickets as required
• Problem Management - Define, address, and manage the root cause of a problem, to help prevent further issues
• Guide Service Desk Technicians through technical troubleshooting
• Manage / coordinate client escalations and communications
• Escalate any client or staffing issues / concerns to the IT Director
• Logging and documenting all customer interactions within our ticketing system and escalating matters as required
• Perform ticket and call evaluations as part of quality management
• Collaborating with other groups / departments to streamline service delivery
• Identify opportunities to drive process improvements that positively impact the user support experience
• Maintain and contribute to knowledge-base articles for end users and IT staff
• Analyze performance metrics to identify opportunities to improve team performance with recommendations to the IT Director.
• Act as a liaison between the IT department and other business units to ensure in-scope solutions meet organizational needs.
• Monitor the support channels (voice, email, web, walk-up) and co-ordinate team priorities to ensure timely addressing of all issues
• Actively participate in and provide support for new and ongoing projects affecting customers or Service Desk environment

Assist with pilots and testing and provide recommendations based on results.

Perform other duties as assigned by the Director, Information Technology.

PART II – POSITION REQUIREMENTS

EDUCATION AND EXPERIENCE

• University degree in a technical field or equivalent education, certifications, and work experience
• Minimum of 5 years of experience in IT, with at least 2 years in a team leadership role
• Strong project management skills and experience leading IT projects.
• Experience providing advanced technical support and troubleshooting via multiple channels (walk-up, phone, email, remote sessions).
• Extensive technical knowledge of IT infrastructure, including network architecture, Windows server administration, Microsoft Cloud services administration, and Windows desktop productivity application suite expertise (preferably with scripting)
• Advanced proficiency troubleshooting and resolving complex technical issues across various platforms with ability to accurately complete root cause analysis.
• Experience creating end user documentation and delivering training sessions
• An excellent communicator with a firm command of written, verbal, and interpersonal skills necessary to present complex technical information to non-technical stakeholders.
• An analytical problem solver who can independently determine and modify priorities to meet business requirements.
• Advanced time management and organizational skills with attention to detail
• Strong aptitude to engage team members and encourage a thriving, team-first culture. A spirit of collaboration with a demonstrated ability to maintain strong working relationships with peers and leaders within the organization.
• Industry certifications (Microsoft Certified : Enterprise Administrator Expert, ITIL Foundations, CObIT) are a plus.

SALARY, BENEFITS AND WORKING CONDITIONS

• Salary, benefits, and working conditions are as per the collective agreement between OSSTF / FEESO and the Staff Association. Annual starting salary is $97,761.
• May be required to work outside of business hours on occasion, as needed.

Please quote “ Service Desk Team Lead ” in the subject line.

The Ontario Secondary School Teachers’ Federation (OSSTF / FEESO) is dedicated to equity, anti-racism and anti-oppression while protecting and enhancing public education. We are committed to cultivating an inclusive workforce that reflects the diversity of our members and our communities. We actively seek and welcome applications from members of First Nations, Métis, and Inuit and equity-seeking groups. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), OSSTF / FEESO strives to ensure that all recruiting processes are non-discriminatory and barrier-free. If you require an accommodation at any point during the recruitment process, please advise the Recruitment Team where possible, in advance.