IT Service Desk Lead – Onsite (Charlottetown)

About the role

The IT Service Desk Lead will oversee day‑to‑day service desk operations, ensuring consistent, responsive, and customer‑focused IT support. This onsite position combines leadership with hands‑on technical assistance, staff training, and coordination of device refresh projects across the organization.

Key responsibilities

• Lead daily service desk activities, handling incidents, service requests, and end‑user support within defined service levels.
• Manage and improve service desk processes, ticket prioritization, escalation practices, and communication standards.
• Track and report on KPIs such as response time, resolution time, backlog, and customer satisfaction.
• Coach and mentor service desk staff, identify training needs, and review ticket handling.
• Deliver onboarding and training sessions for IT staff and end users.
• Assist with computer, mobile device, printer, and peripheral refresh planning and deployment.
• Provide Tier 1 and Tier 2 support for hardware, software, Microsoft 365, printing, and endpoint issues.
• Serve as escalation point for complex tickets and coordinate with infrastructure, application, and vendor teams.
• Maintain and enhance knowledge‑base articles, SOPs, and support documentation.

Required profile

• Diploma or degree in Computer Science, IT, Business Technology, or equivalent experience.
• Minimum 5 years progressive experience in IT support, service desk, or desktop support.
• Experience in a lead, senior support, coaching, or supervisory role is an asset.
• Strong understanding of IT service management, ticket lifecycle, prioritization, escalation, and service‑level standards.
• Ability to lift equipment up to 50 lb and hold a valid driver’s licence for site travel.
• Willingness to work occasional after‑hours, on‑call, and on‑site deployments.

Required skills

• Windows workstation support
• Microsoft 365 administration
• Azure, Endpoint, and Modern Desktop technologies
• ITIL Foundation or practical ITSM experience
• HaloITSM or similar ITSM platforms
• Intune, imaging, and device refresh planning
• Remote support tools and common business applications

What we offer

• Ongoing training and professional development opportunities.
• Discounts with local businesses on heating oil, restaurants, and retail goods.