Team Lead - Client Support Analyst

Canadian Blood Services; Dartmouth; Hybrid; CAD 78,000 - 91,000; Full time

Benefits offered by this job

Performance bonus

Pension plan

Employee discounts

Wellness program

Professional resources

Job summary

Canadian Blood Services is seeking a Temporary full-time Team Lead - Client Support Analyst to join the IT Infrastructure Operations and Delivery team in a hybrid on-site role requiring 40% presence. You will lead a team of Client Analysts delivering high-quality technical support across Canada, coordinating incident responses and ensuring efficient resolutions.

The role requires strong leadership, hands-on IT service management expertise, and a track record of coaching teams to improve service

Qualifications

• Minimum 4-5 years of related experience in technical support with Service Desk
• Knowledge of Windows, Servers, Microsoft Office, and network principles mandatory
• Experience leading or coaching technical teams
• Experience with service desk tools and remote access

Responsibilities

• Lead and mentor Client Analysts, guiding technical capabilities and knowledge sharing
• Coordinate team during incidents, ensuring communication, escalation and timely resolution
• Provide third-level support and escalation point for complex IT issues across Canada
• Monitor service desk metrics and identify areas for improvement
• Publish monthly performance metrics and drive continuous service delivery improvements

Skills

Leadership

IT Service Management

Team Coaching

Education

Post-secondary diploma in computer systems or end-user applications

Tools

ITSM tools

Job description

This role requires a minimum of 40% on-site presence. Additional on-site work may be required based on business needs. On-site expectations are subject to change and may be adjusted on a temporary or permanent basis.

Employment status: Temporary full-time

Salary/Rate of pay: $77,500 - $91,000

Application deadline: 2026-08-23

Together, the work we do connects people and changes lives - including your own.

Be part of a dynamic, collaborative and caring organization committed to saving and improving lives. Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues.

About The Role

Canadian Blood Services is looking for aTemporary full-time Team Lead - Client Support Analyst join our dynamicIT Infrastructure Operations and Deliveryteam.

TheIT Infrastructure Operations and Deliveryteam is responsible for managing and maintaining Canadian Blood Services' IT infrastructure to ensure the smooth and efficient operation of its technology systems.

In this role, you will provide leadership and direction to a team of Client Analysts responsible for delivering exceptional technical support services across Canadian Blood Services. You will coordinate team response during critical incidents, ensuring effective communication, escalation, and collaboration to support timely resolution.

You will also provide service and support for Canadian Blood Services computer systems across Canada, including deskside support for our Sudbury National Call Centre and all Head Office locations. You will be responsible for supporting the resolution of IT problems and requests, acting as an escalation point, and ensuring effective troubleshooting, diagnosis, and first, second, and third-level resolution.

Formula for success

• Leveraging your people leadership skills, you will coach, mentor, and develop Client Analysts by providing guidance, feedback, and support to build technical capabilities, encourage knowledge sharing, and promote a culture of continuous learning.
• Utilizing your leadership abilities, you will support team performance by helping establish priorities, monitoring workload demands, and fostering collaboration to ensure the delivery of high-quality client support services. You will oversee team coordination during critical incidents, ensuring effective communication, escalation, and collaboration to support timely resolution and minimize business impact.
• Leveraging your technical expertise, you will provide third-level support for systems throughout Canadian Blood Services and act as an escalation point for Client Analysts.
• Capitalizing on your analytical and organizational skills, you will monitor overall productivity (e.g., Service Desk metrics), identify areas requiring improvement, and implement changes as required.
• Drawing upon your excellent documentation skills, you will prepare and publish performance metrics and variance reports monthly or as required.
• Leveraging your knowledge of IT service management practices, you will engage in Change Management and Problem Management processes.
• Building strong relationships, you will collaborate with internal partners, support effective communication across teams, and promote a positive client-focused service culture. Harnessing your managerial abilities, you will act as backup to the Manager, National Service Desk and provide support with team operations, priorities, and service delivery initiatives.

Desired Education And Skills

• Post-secondary level education in a relevant discipline from a recognized academic institution, preferably a community college diploma in computer systems or end-user applications.
• Minimum 4-5 years of related experience, with at least 3 years of experience in a technical support role, including Service Desk, troubleshooting software, and printing access. Knowledge of Windows, Servers, Microsoft Office, and general network and Internet principles is mandatory.
• Minimum 2 years of experience providing leadership, coaching, mentorship, or guidance to technical team members, with demonstrated ability to support employee development, knowledge sharing, and team performance.
• Experience working accurately and confidently with service desk tools and technology, such as ITSM, remote access, and knowledge resources.
• Demonstrated ability to lead, motivate, and engage a team while fostering a collaborative, inclusive, and client-focused work environment.
• Proven capability to work autonomously with minimal supervision, exercise sound judgment, and effectively prioritize competing demands.
• Outstanding customer service capabilities alongside exceptional verbal and written communication aptitude.
• Strong interpersonal skills with the ability to build collaborative working relationships with customers, colleagues, and cross-functional partners.

What We Offer You

• Percentage in lieu of benefits and vacation.
• Annual performance award up to 6%.
• Defined benefitpension plan.
• Employee discounts, wellness program, professional resources.

What You Can Expect

• This role will work in a hybrid environment with requirements to be onsite at a Canadian Blood Services location 40% of the time/2 days of the week.
• You will work Monday to Friday, 37.5 hours per week, 7.5 hours per day.

We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country, and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work, live and play.

Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada's population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.

Applicants who require accommodation should discuss their needs with us.