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Added 9 mins ago
Sr Manager, Marketing Experience & UX Design
The Best Job Board
Toronto, ON · Greater Toronto Area, Canada
Full-time
We are seeking a Sr Manager of Marketing Experience and UX Design to lead the complete redesign of our marketing digital experience. You will lead a small team of UX designers in creating…
Added 9 mins ago
Marketing Manager
TEKsystems
Toronto, ON
Contract
We're seeking a Segment Marketing Manager to lead demand generation and go-to-market initiatives for Mid-Market and Enterprise customers across Canada. This is a high-impact opportunity for…
Added 9 mins ago
Production Supervisor
Stephano Group Ltd.
Toronto, ON · Etobicoke, ON
Full-time
Maintain a safe and organized working environment, identifying and reporting safety concerns, and adhering to all safety programs and practices.
Added 9 mins ago
Store Coordinator
TJX Canada – Winners, Marshalls, HomeSense
Leamington, ON
Full-time
We’re looking for a Retail Store Coordinator to join our team in a welcoming environment. In this role, you’ll lead and inspire to deliver outstanding customer experiences. If you thrive in…
Added 9 mins ago
Temporary Retail Store Coordinator Full Time HomeSense – Etobicoke
TJX Canada – Winners, Marshalls, HomeSense
Toronto, ON · Etobicoke, ON
Full-time
We’re looking for a Retail Store Coordinator to join our team in a welcoming environment. In this role, you’ll lead and inspire to deliver outstanding customer experiences. If you thrive in…
Added 9 mins ago
Retail Visual Merchandise Coordinator Full Time Winners – Queen and Portland
TJX Canada – Winners, Marshalls, HomeSense
Toronto, ON
Full-time
We’re looking for a Retail Store Coordinator to join our team in a welcoming environment. In this role, you’ll lead and inspire to deliver outstanding customer experiences. If you thrive in…
Added 9 mins ago
Assistant Store Manager Marshalls Burlington Power Centre
TJX Canada – Winners, Marshalls, HomeSense
Burlington, ON
$48,592.5 to $68,029.5 CAD / year
Full-time
Implement strategies to meet sales, expense, and customer service targets. Coordinate loss prevention and operational programs and improve store layout and efficiency.
Added 9 mins ago
Assistant Store Manager Winners Homesense Abbotsford Power Centre
TJX Canada – Winners, Marshalls, HomeSense
Abbotsford, BC
$48,592.5 to $68,029.5 CAD / year
Full-time
Our comprehensive training and development programs provide you with the tools and resources to expand your skills.
Added 9 mins ago
🏋️‍♂️ Personal Trainer – Motion Fitness Saskatoon
SS Stonebridge Del Fitness Corporation O/A Motion Fitness
Saskatoon, SK
Lead and participate in club programs, events, and staff meetings
Added 39 mins ago
Lead Product Manager, Acquisition (scribd.com)
Scribd, Inc.
Ottawa, ON
Full-time
We are seeking a Lead Product Manager to own how we acquire new users. While Performance Marketing, SEO, Partnerships, and Brand run our acquisition channels day to day, this role is their…
Added 39 mins ago
Software Chief Engineer
Kepler Communications Inc.
Canada
Full-time
…we’re committed to creating an environment where you can grow, lead, and make a global…
Added 39 mins ago
Lead Site Reliability Engineer - Database Management
SimCorp
Toronto, ON
Full-time
Join some of the most innovative thinkers in FinTech as we lead the evolution of financial technology. If you are an innovative, curious, collaborative person who embraces challenges and…
Added 39 mins ago
Veterinary Assistant, Client Care, Scarborough Animal Hospital
VCA Animal Hospitals
Toronto, ON · Scarborough, ON
Internship
…organizations whose head offices are located within the province and lead their industries in offering exceptional places to work. Additionally, we were selected as one of Canada's Top…
Added 39 mins ago
Account Supervisor
The Kitchen North America
Toronto, ON
Full-time
…efficiencies, bringing clarity and structure to complex, multi-channel…
Added 39 mins ago
Front End Checkout Team Associate
Walmart Canada
Toronto, ON
Full-time
Promotes company sponsor programs, ie. Credit card service, product protection and charity initiatives.
Added 39 mins ago
Registered Veterinary Technician, Birchmount Animal Hospital
VCA Animal Hospitals
Toronto, ON · Scarborough, ON
Full-time
…organizations whose head offices are located within the province and lead their industries in offering exceptional places to work. Additionally, we were selected as one of Canada's Top…
Added 39 mins ago
Animal Care Attendant, Toronto Veterinary Emergency Hospital
VCA Animal Hospitals
Toronto, ON · Scarborough, ON
Full-time
…organizations whose head offices are located within the province and lead their industries in offering exceptional places to work. Additionally, we were selected as one of Canada's Top…
Added 40 mins ago
Laboratory Manager
University of British Columbia
Vancouver, BC · UBCV | Gordon B. Shrum Building (SHRM)
$5,692.25 to $8,179.5 CAD / month
Full-time
…successful candidate will join at the ground floor of the lab and lead the research operations of UBC NEEO - the platform for Neurobiological Enhancer Engineering and…
Added 40 mins ago
Senior IT Auditor
ATCO
Calgary, AB
Full-time
…technology, cybersecurity, and risk-management environment. You’ll lead audits and advisory engagements that assess controls, compliance, and process efficiency across the organization’s IT…
Added 40 mins ago
Manager Health Services
Winnipeg Regional Health Authority
Winnipeg, MB
…patients/residents/clients. This position is responsible to lead and ensure delivery of safe, effective and efficient health services. Inspires and leads health services staff across the…
Added 40 mins ago
Philanthropy Advisor - Monthly Giving
Calgary Health Foundation
Calgary, AB
Full-time
As Calgary Health Foundation's Philanthropy Advisor, Monthly Giving, you will lead the growth, retention, engagement, and day-to-day management of our monthly giving program. Working with…
Added 55 mins ago
Manager Indigenous Relations
FortisAlberta
Airdrie, AB
…opportunities, building and enhancing Indigenous awareness and training programs both internally and externally, identifying Indigenous employment opportunities, and being a trusted advisor…
Added 55 mins ago
Senior Business Systems Analyst
Royal Bank of Canada
Toronto, ON
Full-time
Lead complex group meetings (including business partners) for technical design, decision making, problem solving, implementation and strategic planning
Added 1 hour ago
Vice President - Discovery Biology
Kapoose Creek Bio
Hamilton, ON
Full-time
Drive programs from early discovery through lead optimization and toward development candidates.
Added 1 hour ago
Senior Project Manager, FF&E, Planning & Redevelopment - FT (J0926-0515)
North York General Hospital
Toronto, ON
Full-time
…delivered. The Senior Project Manager will act as the project lead for FF&E planning and implementation activities and as NYG's liaison with the Alliance team and internal departments. The…

R W Tomlinson

Service Desk Team Lead

Ottawa, ON, Canada

Experience: 3+ years' experience leading an IT Service Desk team.
Posting language: English
Posted: Sep 21, 2026

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Original job description

IT Service Desk Team Lead

R.W. Tomlinson Limited is seeking a Team Lead to join the IT Service Desk team. This position is responsible for the day-to-day operation and management of the Service Desk in a complex, fast-paced environment, coordinating the daily work of Service Desk team members and ensuring a consistently high standard of service delivery. The successful candidate will bring strong troubleshooting and problem-solving skills, sound judgment, and proven leadership ability, and will work closely with Service Desk staff, other IT teams, and business stakeholders to drive process improvement, resolve escalated issues, and support the ongoing development of the team.

Location: 100 Citigate Drive, Ottawa, ON

Vacancy Type: Replacement

DUTIES & RESPONSIBILITIES:

Coordinate the Service Desk team members in their daily duties of attending to clients.
Manage the ITSM ticketing solution, including creating new automation in the system to provide faster service to staff.
Oversee the evaluation, selection, and procurement of new products and services.
Analyze common ticket trends and develop preventative incident methods.
Investigate solutions for the root cause of recurring problems.
Assist team members with career development and guidance, coaching, reviews, and other personnel management requirements.
Create procedures to ensure best practice is followed in all implementations.
Maintain documentation of configurations and procedures.
Transfer knowledge and train the Service Desk team as required.
Evaluate and assess service delivery metrics and carry out client surveys to gauge the level of service delivery in the company.
Keep records of daily operations at the desk for tracking of customer needs, services rendered, and future reference.
Establish a mode of operations to be followed by team members to maintain good routine and orderliness.
Delegate specific Service Desk responsibilities to team members to create specialization and increase service delivery pace.
Review all client complaints, rectify issues, and liaise with appropriate departments and teams to handle complex issues and provide more effective solutions.
Observe Service Desk operating techniques to determine their effectiveness and implement new techniques when existing ones are ineffective.

REQUIREMENTS:

3+ years' experience leading an IT Service Desk team.
Prior experience with ITSM solutions and a ticket tracking solution.
Strong knowledge of and experience with ITIL IT service management processes (specific experience working within Incident, Problem, Change, Service Level, and Service Desk competencies).
Strong to expert knowledge of Microsoft Windows desktop platforms and Microsoft Office 365 applications.
Very strong analytical skills.
Strong written and oral communication skills.
Ability to prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Flexible, self-starter who works on own initiative in a fast-paced environment.
Strong documentation skills.
Ability to engage in multiple concurrent complex projects.

SKILLS AND COMPETENCIES:

Showcase good interpersonal skills for customer relations.
Ability to work under pressure.
Good leadership skills to carry people along.
Good judgment in handling serious customer problems.
Advanced troubleshooting ability.
ITIL certification is an asset.

WORKING CONDITIONS:

Standard office environment.
Evening or weekend work may be required for upgrades or emergencies.
Travel may be required on an irregular basis.

COMPENSATION INFORMATION:

The expected range for this position is $90,000 - $120,000 annually. Placement within the range is dependent on a variety of factors including qualifications and experience.

TOMLINSON OFFERS:

Competitive wages
Bonus programs
Employer paid health and dental benefits
Extensive training programs and tuition reimbursement
Retirement benefits program
Family-oriented team environment
Employee discounts and other rewards programs

The Tomlinson Group of Companies encourages applications from all qualified candidates. Please contact Human Resources if you need accommodation at any stage of the application process or want more information on our accommodation policies. We are committed to leveraging the latest technology to enhance our recruitment process. We may use AI tools in the screening and selection of candidates to efficiently and fairly assess all applicants. A Recruiter will review all results generated by AI. If you have any questions, please contact our HR department.

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More about this job

Responsibilities

The Service Desk Team Lead manages daily operations, coordinates team members, and ensures high-quality service delivery within a fast-paced environment. They are responsible for overseeing ITSM ticketing solutions, driving process improvements, and supporting the career development of the team.

Requirements

Candidates must have at least 3 years of experience leading an IT Service Desk team and possess strong knowledge of ITIL processes. Proficiency in Microsoft Windows, Office 365, and experience with ITSM ticketing systems are essential for this role.

Skills

IT Service Desk management
ITIL
Incident management
Problem management
Change management
Service Level management
Microsoft Windows
Microsoft Office 365
ITSM ticketing solutions
Troubleshooting
Leadership
Analytical skills
Communication skills
Documentation
Process improvement
Team coaching

Benefits

Health benefits
Dental benefits
Training programs
Tuition reimbursement
Retirement benefits
Bonus programs
Employee discounts

Visa sponsorship

Not detected in the job text

Keywords

IT Service Desk
Team Lead
ITIL
ITSM
Ticketing system
Incident management
Problem management
Change management
Service Level management
Microsoft Windows
Microsoft Office 365
Automation
Procurement
Root cause analysis
Documentation
Process improvement
Client relations
Personnel management
Analytical skills
Troubleshooting

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