IT Service Desk Lead

Join the ride!

Position : IT Service Desk Manager

Location : AutoCanada Home Office, Edmonton, AB

Classification : Full‑Time, Immediate Hire

About the Role

As a Service Desk Manager, you will be a key member of our Technical Support Services team, providing exceptional technical support and leadership to our internal customers. You will be responsible for overseeing the Service Desk team, ensuring efficient resolution of technical issues, and driving continuous improvement. This role requires strong leadership, technical aptitude, excellent problem‑solving skills, and a customer‑centric approach. This is an in‑office role with some flexibility to work remotely with prior approval from a manager.

Responsibilities

• Provide timely and effective leadership to the Service Desk team, ensuring tickets are resolved efficiently.
• Implement, diagnose, and troubleshoot complex technical issues related to escalated tickets from Tier II analysts.
• Ensure adherence to Service Level Agreements (SLAs) and maintain high levels of customer satisfaction.
• Develop and maintain in‑depth knowledge of the organization’s key business applications, providing expert‑level support.
• Proactively identify and resolve recurring issues, implementing process improvements.
• Participate in knowledge base content creation and maintenance.
• Assist with the deployment and maintenance of IT equipment and software as part of our Project Management Office.
• Generate performance reports and analyze trends to identify areas for improvement.
• Participate in on‑call rotation as required.

Qualifications

Nice to Haves

Recommended Certifications

The Perks

And those are just the basics. We strive every day to create a workplace culture that embraces diversity and inclusivity, ensures fairness and equal opportunities, and fosters a sense of belonging for all Team Members. As an equal opportunity employer, we actively support everyone in expressing themselves and reaching their full potential.

Can you picture yourself here already?

We hope so. It’s equally as important that you choose us as we choose you. Take a sneak peek at what we think makes this one of the best workplaces around.

If you think you’re a good fit to come along on our ride, apply now through our website at www.autocan.ca / careers. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Our commitment extends to reaching out to individuals from various backgrounds and identities. We do not discriminate based on gender identity, race, national origin, ethnicity, religion, age, sexual orientation, marital or family status, or mental / physical disabilities. AutoCanada is committed to collaborating with and providing reasonable accommodations to individuals with disabilities. If you need accommodation during the recruitment process, please inform your recruiter.

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