Team Leader, Service Desk

Medavie; Canada; Hybrid; CAD 73,000 - 83,000; Full time

Benefits offered by this job

Health, dental, and vision benefits (1

Defined contribution pension

Annual incentive bonus

Vacation flexibility

Professional development support

Wellness programs

Hybrid/remote work

Job summary

Medavie is seeking a Team Leader, Service Desk to lead the Service Desk team, drive ITIL-aligned operations, and foster excellent customer service across the organization. The role reports to the Manager of Technical Services and supports incident management, service requests, and change activities in a dynamic environment.

Strong leadership and stakeholder engagement are essential, as well as experience with automation tools, BI reporting, and Cherwell Service Management.

Qualifications

• Education: Post-secondary bachelor's degree in computer science, business, or related field; or equivalent experience.
• Work Experience: Five years' experience leading, implementing, and supporting technology solutions in a Service Desk or Contact Centre environment.
• Technical: Knowledge of automation tools and BI/reporting tools; Cherwell or equivalent service management platform.

Responsibilities

• Lead and develop the Service Desk team including performance management, training, scheduling, coaching, and engagement strategies.
• Manage day-to-day Service Desk activities: incident and service request management, escalations, end-user communications, trend analysis.
• Contribute to the service roadmap aligned with corporate strategy and support projects and change management.
• Support security audits, disaster recovery, and knowledge management improvements.

Skills

People leadership

Communication

Customer service

Planning & change

Education

Bachelor's degree (CS/Business or related)

ITIL certification

Tools

Powershell

Power Automate

Git

Ansible

Python

Power BI

Cherwell Service Management

Job description

Position Type:
Permanent

If you're looking for a fulfilling career that can make a real difference in your life, and the lives of others, you've come to the right place.

As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest - and it's reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership. Medavie is where employees can be their best selves, feel they belong, and achieve their full potential.

The Opportunity

Reporting to the Manager of Technical Services, the Team Leader, Service Desk is responsible for the leadership and continual improvement of the Medavie Service Desk. The implementation of industry standard IT operations processes, and best practices well as ITIL process and Digital and Service Management technology. Excellence in communication, relationship building, and customer service is required; along with excellent knowledge of IT operations and ITIL best practices.

Key Responsibilities

• Lead and develop the Service Desk team including performance management, training, scheduling, coaching, and engagement strategies.
• Manage the day-to-day functions of the Service Desk, including incident management, service request management, escalations, facilitating end-user communications, and responding to trends and problems.
• Contribute to the delivery of service roadmap in alignment with overall corporate strategy.
• Support the execution of corporate projects and capability building through service transition activities.
• Support ongoing needs in security audits, disaster recovery, and change management.
• Develop and maintain reporting demonstrating Service Desk effectiveness in achieving business outcomes and facilitating data-centric decision making.
• Execute and improve on knowledge management discipline, facilitating the creation and quality assurance of technical documentation as needed.

Qualifications

Education: Post-secondary bachelor's degree in computer science, business, or related field; or equivalent experience. Certification in ITIL is strongly preferred.

Work Experience: Five years' experience in leading, implementing, and supporting technology solutions in a Service Desk or Contact Centre environment.

Technical: Knowledge and experience with the following technologies would be an asset:

• Programming concepts and automation technologies, such as Powershell, Power Automate, Git, Ansible, and Python.
• Microsoft PowerBI or equivalent business intelligence and reporting tools.
• Service management technology, Cherwell Service Management or equivalent.

Language Skills: English (Spoken and Written) required. French (Spoken and Written) considered an asset

Security Clearance Requirement: In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B). This includes Fingerprinting, Criminal Record Check, Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

What you will bring

People Leadership & Development

Demonstrates a genuine commitment to supporting, coaching, and developing employees. Builds strong, engaged teams by fostering an inclusive environment, providing regular feedback, supporting career growth, and creating opportunities for team members to develop and succeed.

Engaging Communication & Collaboration

Communicates openly, clearly, and effectively across a variety of audiences and situations. Shares information appropriately, encourages collaboration, builds trust, and promotes strong working relationships within the team and across the organization.

Customer Orientation

Understands the needs of customers, partners, and stakeholders and ensures services are delivered with a strong customer focus. Builds positive relationships, responds with an appropriate sense of urgency, and seeks opportunities to continuously improve the customer experience.

Execution & Accountability

Drives results by establishing clear priorities, monitoring progress, and removing barriers to success. Demonstrates accountability for outcomes, supports sound decision-making, and ensures commitments are delivered effectively and efficiently.

Planning, Organizing & Change Readiness

Successfully balances competing priorities in a dynamic environment. Plans work effectively, adapts to changing business needs, and helps teams navigate change with confidence while maintaining focus on operational objectives.

Organizational Awareness

Understands how their team contributes to broader departmental and organizational goals. Builds strong partnerships across Medavie and makes decisions that align with organizational priorities, values, and long-term objectives.

What's in it for you?

What makes us a different kind of employer? Our award-winning culture, a team who really cares, unmatched training and support are all dedicated to ensuring you are set up for success.

What we offer

• Permanent full-time position with strong career growth opportunities.
• Hybrid or remote work arrangements.
• Flexible work environment and work-life balance.
• 100% employer-paid health, dental, and vision benefits (effective Day 1).
• 100% employer-matched Defined Contribution Pension Plan.
• Annual performance-based Incentive Bonus.
• A gifted week of vacation in your first year + optional Vacation Purchase Program.
• Support for professional development, training, and certifications.
• Wellness programs, health resources, and fitness discounts.

#CBM2
This posting is for an existing vacancy within our organization / Ce poste est actuellement vacant au sein de notre organisation.

Pay Range

73,465 - 82,648 CAD

The Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge, skills, qualifications, experience and education/training. In addition to Base Pay, eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws . We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

While Medavie may use automated tools, including AI, to support application screening, candidates are expected to complete all recruitment interactions independently-without AI assistance-to ensure a fair and equitable process.