Senior Service Desk Team Lead

**Hybrid work
**Permanent position
**Secret clearance required
Our client is looking for the following:

Top Skills’ Details

• 5+ years of experience working with Microsoft Suit tools

• • Word – Word processing, Excel – Spreadsheets and data analysis, PowerPoint – Presentations, Outlook – Email and calendar, OneNote – Note-taking, Access – Database management (Windows only), Publisher – Desktop publishing (Windows only, OneDrive – Cloud storage and file sharing, SharePoint – Document management and intranet portals, Teams – Real-time collaboration, meetings, chat, and file sharing, Loop – Collaborative workspaces for fluid content, Planner – Task management for teams, Whiteboard – Visual collaboration

• 2+ years working with Intune

• • Mobile Device Management (MDM) Expertise
• • Hands-on experience with Microsoft Intune for managing iOS, Android, and Windows devices
• • Understanding of device enrollment, policy configuration, and application deployment
• • Familiarity with SCCM, NDES, and SCEP for hybrid environments

• 5+ years troubleshooting hardware (windows 11, laptops)

• • Diagnosing Hardware Failures: Identifying faulty components such as hard drives, RAM, power supplies, or peripherals.
• • Device Imaging & Configuration: Preparing new machines with standard software and settings.
• • Peripheral Support: Troubleshooting printers, scanners, monitors, and input devices.
• • Network Connectivity: Resolving issues with LAN cables, Wi-Fi adapters, and switches.
• • Onsite Support: Physically inspecting and repairing devices
• • Inventory & Asset Management: Tracking hardware assets and coordinating replacements or upgrades

• 5+ years leading teams where they did the below:

• • Lead, mentor, and coach a team of Service Desk Analysts and Analysts.
• • Conduct regular 1:1s, performance reviews, and team meetings to foster growth and accountability.
• • Identify training needs and upskilling opportunities to enhance team capabilities.
• • Delegate tasks effectively and monitor progress against performance metrics.

• Must be bilingual (French and English)

Description
The client is a crown corporation responsible for delivering infrastructure, real property, and environmental services in support of the Department of National Defence (DND) and the Canadian Armed Forces (CAF).
Our client is currently undergoing a team restructuring to enhance operational efficiency within their Service Desk and Asset Management functions. The existing processes are experiencing delays, with service tickets being resolved at a slower pace than desired. As part of this initiative, DCC aims to streamline service desk operations, improve asset management workflows, and reduce response times. A key focus is shifting from reactive support to a more proactive and preventative maintenance model.
The Service Desk currently operates through email and an online self-service portal. A phone support channel is being piloted, with plans for broader implementation. The Asset Management team oversees the full lifecycle of IT devices, including procurement, deployment, inventory tracking, and coordination with external vendors and partners.
To support this transformation, DCC is seeking a Team Lead to oversee and guide Service Desk operations. This team provides support to internal DCC employees across Canada, including regional offices in British Columbia, Edmonton, Montreal, and Ottawa. The Team lead will oversee a group of 5 members which will include training and performance reviews.

Skills
Active directory, Windows 11, microsoft suite, intune, hardware troubleshooting, Troubleshooting, Service desk, Ticketing system, Office 365, Technical support, Desktop, Application support, MYKey, Copilot

Additional Skills & Qualifications

• Secret Clearance
• Azure experience

Experience Level
Expert Level
Please apply within for more information.

Pay and Benefits
The pay range for this position is $91000.00 – $119000.00/yr.

Workplace Type
This is a hybrid position in Ottawa,ON.

propos de TEKsystems et TEKsystems Global Services

Nous sommes un fournisseur de services aux entreprises et de technologies. Nous acclrons la transformation de nos clients. Notre comptence en stratgie, conception, excution et oprations libre la valeur de l’entreprise par un ventail de solutions. Nous sommes une quipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amrique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacits full-stack et notre rythme. Nous sommes des penseurs stratgiques, des collaborateurs pratiques qui aident les clients exploiter le changement et matriser le dynamisme de la technologie. Nous btissons le futur en livrant les rsultats et en crant un impact positif dans nos communauts mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d’Allegis Group. Dcouvrez d’autres informations TEKsystems.com.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.