Job Description

LeverageTek is actively seeking a Bilingual Team Lead, Service Desk for a permanent fulltime position with its Ottawa-based customer.

Work Location

Hybrid (2 days per week onsite)

Security Requirement

Must be eligible for a Government of Canada Secret Clearance.

Key Tasks

• Lead and support a team of service desk analysts in providing first, second and third-level technical support for hardware, software, network, and systems issues.
• Monitor ticket queues and ensure SLAs are met.
• Handle escalated issues and coordinate with other IT teams for resolution.
• Train, coach, and evaluate team members to maintain performance standards.
• Develop and maintain documentation, procedures, and knowledge base articles.
• Analyze service desk metrics and provide reports to management.
• Drive continuous improvement in service delivery and user experience.
• Maintain up-to-date knowledge of current technologies and best practices.

Key Qualifications

• Leadership in IT Service Desk Operations: Proven experience leading or supervising a Service Desk/IT Support team, including managing ticket queues, meeting SLAs, and providing mentorship and performance feedback to team members.
• Strong Technical Troubleshooting Skills: Hands-on expertise resolving hardware, software, and network issues across multiple environments, with the ability to handle complex escalations and coordinate with other IT teams for resolution.
• Microsoft 365 and Azure Environment Expertise: In-depth understanding and practical experience with Microsoft 365, Azure, and Intune, ensuring efficient support, system administration, and user management in a modern cloud-based environment.

Qualifications

• Proven experience in a service desk or IT support role, with leadership responsibilities.
• Strong technical troubleshooting skills across hardware, software, and network issues.
• Strong understanding of the Microsoft suite of products, including, Azure, Intune and M365.
• Excellent communication and interpersonal skills.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira, etc.).
• ITIL certification is a plus.
• Formal Education and/or Certification(s) and Experience:
• Minimum: college diploma in computer science with five years’ relevant experience, or the equivalent
• Preferred: University degree in the above fields and/or additional training, such as Microsoft certification and/or specific education in the areas of network configuration, exchange servers, virtualization and hardware/software

Asset

• Microsoft Certifications (e.g., MCSA, MCSE, or equivalent)

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