Service Desk Team Lead (Calgary)

Team Lead, IT Service Desk Location: Calgary, AB (in office) Start Date: Flexible, as soon as available Reports To: Manager, IT Business Operations Team: 4–7 Tier 1 and Tier 2 Service Desk Analysts/Technicians About the Opportunity Twin Staffing is partnering with a Calgary-based organization to find an IT Service Desk Team Lead. The role is part people leader, part process builder. You'll run day-to-day support, coach a team of service desk analysts, and own the organization's ITSM platform.

You'll also lead the service desk's move from reactive troubleshooting toward a mature, ITIL-aligned operation. This role suits someone who likes leading a team, digging into the data, fixing what slows people down, and building something better. What You'll Do Lead the Team - Manage daily ticket queues, assign work, and balance workloads so incidents and requests keep moving. - Serve as the main technical and administrative escalation point for unresolved Tier 1/2 issues and major incidents.

- Coach and mentor analysts, conduct performance reviews, manage on-call scheduling, and identify training needs. - Act as the link between business users and the service desk team. Own the ITSM Platform - Serve as functional owner and champion of the organization's ITSM platform. - Work with administrators and vendors to configure forms, automate workflows, build self-service catalogues, and maintain asset records.

- Enforce strong data hygiene: accurate categorization, prioritization, and assignment group mapping on every ticket. Drive Continuous Improvement - Analyze ticket trends to uncover recurring user issues, chronic infrastructure problems, and team skill gaps. - Audit workflows, documentation, and queue practices to find bottlenecks. - Track capacity, peak-volume periods, and skill gaps to inform staffing and training decisions.

- Partner with Tier 3 infrastructure and application teams on root cause analysis for major incidents. - Expand and maintain internal and end-user knowledge bases and self-service options. - Find manual, repetitive tasks and automate them using existing system capabilities. - Lead the shift to ITIL-aligned practices across Incident, Request, Problem, and Change Enablement. - Help leadership modernize SLAs and OLAs to match ITIL maturity targets.

Report on Performance - Design and own a regular review cadence covering critical and unassigned tickets, aged incidents, and high-priority issues. - Produce weekly reports for IT leadership on ticket volumes, backlog, and team performance trends. - Work with the IT data team to build and present a monthly SLE/KPI dashboard. What You Bring - 4–6 years in an IT service desk environment, including at least 2 years as a supervisor, team lead, or senior analyst.

- Diploma or degree in Computer Science or a related technical field. - Solid working knowledge of ITIL and service management best practices. - Experience leading a service desk through a culture shift, workflow restructure, or tool migration. - Hands-on administration and configuration of an enterprise ITSM platform (e.g., Halo, Jira Service Management, or similar). - Proficiency in Microsoft 365 environments, including Entra ID (formerly Azure AD) and Windows 11.

- Ability to turn raw ticket data into clear, actionable reports. - Strong diagnostic and root cause skills, with the ability to guide staff through structured troubleshooting. - Excellent communication, conflict resolution, and stakeholder management skills, with a customer-first mindset. - A proactive, curious approach: you spot systemic issues, propose fixes, and keep learning new tools and methods.

Nice to Have - ITIL 4 Foundation (strongly preferred); higher-level ITIL modules are a bonus. - HDI-SDA, CompTIA A+, or similar certifications.