IT Service Desk Lead - ONTARIO

Role Overview
Our client is seeking an IT Service Desk Team Lead to act as the primary escalation point for IT incidents and requests across support teams. This role drives problem resolution, continuously optimizes support processes, and provides Early Life Support (ELS) during the expansion of new corporate offices and distribution centers across Canada.

Key Responsibilities
Lead, mentor, and guide IT Support Analysts and functional support teams.
Contribute to the deployment and optimization of core enterprise systems (e.g., HRIS, ERP, Supply Chain).
Troubleshoot network issues in coordination with external support vendors and global teams.
Manage support tickets utilizing ServiceNow adhering to ITIL best practices.
Collaborate with internal partners and third-party vendors to resolve complex incidents.
Drive continuous service improvement initiatives for IT support workflows.
Manage and maintain the Service Desk shift schedules and operational coverage.
Act as the primary escalation contact, prioritizing personal ticket backlogs to meet defined SLAs.
Lead major incident responses (P1/P2), coordinating communication between technical teams, leadership, and key stakeholders.

Essential Qualifications & Skills
Proven team leadership or people management experience in an IT service environment.
3+ years of Service Desk experience (Tier 2/3 level preferred).
ITIL v4 Certification.
Demonstrated commitment to delivering exceptional customer service.
Strong written and verbal communication skills across technical teams, external vendors, and executive leadership.
Proven analytical and problem-solving abilities.
Technical proficiency in: Windows 10/11 environments, Microsoft 365, Azure Active Directory / Entra ID, Hardware support (Laptops, Desktops, Monitors, Peripherals), Mobile Device Management (MDM), Network diagnostics, Advanced application troubleshooting, Supply chain technology principles.

Desirable Qualifications
Telephony and user administration via RingCentral (or equivalent VoIP platforms).
Device profile management via Jamf.
Experience supporting retail-specific hardware, software, and operational workflows.
Exposure to specialized clinical software and industry-specific equipment troubleshooting.


Advantages
Role Overview
Our client is seeking an IT Service Desk Team Lead to act as the primary escalation point for IT incidents and requests across support teams. This role drives problem resolution, continuously optimizes support processes, and provides Early Life Support (ELS) during the expansion of new corporate offices and distribution centers across Canada.

Responsibilities
Key Responsibilities
Lead, mentor, and guide IT Support Analysts and functional support teams.
Contribute to the deployment and optimization of core enterprise systems (e.g., HRIS, ERP, Supply Chain).
Troubleshoot network issues in coordination with external support vendors and global teams.
Manage support tickets utilizing ServiceNow adhering to ITIL best practices.
Collaborate with internal partners and third-party vendors to resolve complex incidents.
Drive continuous service improvement initiatives for IT support workflows.
Manage and maintain the Service Desk shift schedules and operational coverage.
Act as the primary escalation contact, prioritizing personal ticket backlogs to meet defined SLAs.
Lead major incident responses (P1/P2), coordinating communication between technical teams, leadership, and key stakeholders.


Qualifications
Essential Qualifications & Skills
Proven team leadership or people management experience in an IT service environment.
3+ years of Service Desk experience (Tier 2/3 level preferred).
ITIL v4 Certification.
Demonstrated commitment to delivering exceptional customer service.
Strong written and verbal communication skills across technical teams, external vendors, and executive leadership.
Proven analytical and problem-solving abilities.
Technical proficiency in: Windows 10/11 environments, Microsoft 365, Azure Active Directory / Entra ID, Hardware support (Laptops, Desktops, Monitors, Peripherals), Mobile Device Management (MDM), Network diagnostics, Advanced application troubleshooting, Supply chain technology principles.

Desirable Qualifications
Telephony and user administration via RingCentral (or equivalent VoIP platforms).
Device profile management via Jamf.
Experience supporting retail-specific hardware, software, and operational workflows.
Exposure to specialized clinical software and industry-specific equipment troubleshooting.

Summary
Working for our client presents an exceptional opportunity for an IT professional looking to accelerate their career within a dynamic and expanding organization. Because the client is actively growing their corporate footprint—including the launch of new support offices and distribution centers across Canada—the successful candidate will play a pivotal role in establishing Early Life Support (ELS) and driving continuous service improvement initiatives.

A prospective candidate would be highly motivated by the chance to step into a strategic leadership position that blends people management with hands-on technical problem-solving. They will have the opportunity to mentor a dedicated team while engaging with a modern, enterprise-level technology stack (including ServiceNow, Azure Active Directory, and complex ERP/HRIS systems). Ultimately, this role offers a driven IT professional the platform to move beyond standard operational support, directly influencing the client's technological efficiency and overall business success.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.