Team Lead - Client Support Analyst

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

Benefits offered by this job

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 lead a team delivering technical support across Canada's IT infrastructure. You will coordinate incident responses, escalate issues, and ensure timely resolutions while supporting deskside coverage at national locations.

The role requires strong leadership, ITSM experience, and a focus on customer service. Hybrid work with on-site requirements 40% of the time and a 37.5-hour week is offered, with a

Qualifications

• Post-secondary level education in a related discipline from a recognized academic institution.
• Minimum 4-5 years of related experience, with at least 3 years in a technical support role.
• Minimum 2 years of leadership, coaching, or mentorship experience.
• Experience with service desk tools and technology, such as ITSM and remote access.
• Ability to work autonomously with strong judgment and prioritization.
• Excellent customer service and communication skills.

Responsibilities

• Provide leadership to a team of Client Analysts delivering technical support services.
• Coordinate team response during critical incidents with effective communication and escalation.
• Support IT systems across Canada, including deskside support at HQ locations.
• Troubleshoot, diagnose, and resolve issues at 1st-3rd level.
• Monitor service desk metrics and drive continual service improvements.
• Publish performance metrics and variance reports monthly or as required.
• Engage in Change Management and Problem Management processes.
• Collaborate with internal partners to maintain a positive client-focused culture.
• Act as backup to the Manager, National Service Desk for team operations.

Skills

Leadership

Customer service

Verbal communication

Written communication

Incident management

Team coaching

Cross-functional collaboration

Education

Community college diploma in computer systems

Tools

ITSM

Remote access

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.

Job posting ID: 9080

Employment status: Temporary full-time

Position's anticipated start date: 2026-09-21

Position's anticipated end date: 2028-09-29

Classification: ITB

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

Application deadline: 2026-08-23

Application requirements

• Your up-to-date resume.
• We recommend you save a copy of the job posting for reference throughout the recruitment process.

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 a Temporary full-time Team Lead - Client Support Analyst join our dynamic IT Infrastructure Operations and Delivery team. The IT Infrastructure Operations and Delivery team 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 benefit pension 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.

We thank all applicants for their interest. However, only those considered for an interview or those invited to participate in an assessment will be contacted. Emails are sent directly from our system, to ensure you receive them please add [e-mail] and [e-mail] to your safe senders list.

Applicants who require accommodation should discuss their needs with us.