Team Lead - Client Support Analyst

This role requires a minimum of 40% on-site presence. Additional on-site work may be required based on business needs. On-site expectations are subject to change and may be adjusted on a temporary or permanent basis. Job posting ID: 9080 Employment status: Temporary full-time Position's anticipated start date: 2026-09-21 Position's anticipated end date: 2028-09-29 Classification: ITB Salary/Rate of pay: $77,500 - $91,000 Application deadline: 2026-08-23 * This external job posting may close earlier than the advertised deadline. We recommend applying as soon as possible. Application requirements: * Your up-to-date resume. * We recommend you save a copy of the job posting for reference throughout the recruitment process. Do you currently work for Canadian Blood Services? All employees must apply via the internal career page [https://hcm17.sapsf.com/sf/careers/jobsearch?bplte_company=canadianbl]. Together, the work we do connects people and changes lives — including your own. Be part of a dynamic, collaborative and caring organization committed to saving and improving lives. Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues. About the role Canadian Blood Services is looking for a Temporary full-time Team Lead - Client Support Analyst join our dynamic IT Infrastructure Operations and Delivery team. The IT Infrastructure Operations and Delivery team is responsible for managing and maintaining Canadian Blood Services’ IT infrastructure to ensure the smooth and efficient operation of its technology systems. In this role, you will provide leadership and direction to a team of Client Analysts responsible for delivering exceptional technical support services across Canadian Blood Services. You will coordinate team response during critical incidents, ensuring effective communication, escalation, and collaboration to support timely resolution. You will also provide service and support for Canadian Blood Services computer systems across Canada, including deskside support for our Sudbury National Call Centre and all Head Office locations. You will be responsible for supporting the resolution of IT problems and requests, acting as an escalation point, and ensuring effective troubleshooting, diagnosis, and first, second, and third-level resolution. Formula for success * Leveraging your people leadership skills, you will coach, mentor, and develop Client Analysts by providing guidance, feedback, and support to build technical capabilities, encourage knowledge sharing, and promote a culture of continuous learning. * Utilizing your leadership abilities, you will support team performance by helping establish priorities, monitoring workload demands, and fostering collaboration to ensure the delivery of high-quality client support services. You will oversee team coordination during critical incidents, ensuring effective communication, escalation, and collaboration to support timely resolution and minimize business impact. * Leveraging your technical expertise, you will provide third-level support for systems throughout Canadian Blood Services and act as an escalation point for Client Analysts. * Capitalizing on your analytical and organizational skills, you will monitor overall productivity (e.g., Service Desk metrics), identify areas requiring improvement, and implement changes as required. * Drawing upon your excellent documentation skills, you will prepare and publish performance metrics and variance reports monthly or as required. * Leveraging your knowledge of IT service management practices, you will engage in Change Management and Problem Management processes. * Building strong relationships, you will collaborate with internal partners, support effective communication across teams, and promote a positive client-focused service culture. Harnessing your managerial abilities, you will act as backup to the Manager, National Service Desk and provide support with team operations, priorities, and service delivery initiatives. Desired education and skills * Post-secondary level education in a relevant discipline from a recognized academic institution, preferably a community college diploma in computer systems or end-user applications. * Minimum 4-5 years of related experience, with at least 3 years of experience in a technical support role, including Service Desk, troubleshooting software, and printing access. Knowledge of Windows, Servers, Microsoft Office, and general network and Internet principles is mandatory. * Minimum 2 years of experience providing leadership, coaching, mentorship, or guidance to technical team members, with demonstrated ability to support employee development, knowledge sharing, and team performance. * Experience working accurately and confidently with service desk tools and technology, such as ITSM, remote access, and knowledge resources. * Demonstrated ability to lead, motivate, and engage a team while fostering a collaborative, inclusive, and client-focused work environment. * Proven capability to work autonomously with minimal supervision, exercise sound judgment, and effectively prioritize competing demands. * Outstanding customer service capabilities alongside exceptional verbal and written communication aptitude. * Strong interpersonal skills with the ability to build collaborative working relationships with customers, colleagues, and cross-functional partners. What we offer you * Percentage in lieu of benefits and vacation. * Annual performance award up to 6%. * Defined benefit pension plan. * Employee discounts, wellness program, professional resources. What you can expect * This role will work in a hybrid environment with requirements to be onsite at a Canadian Blood Services location 40% of the time/2 days of the week. * You will work Monday to Friday, 37.5 hours per week, 7.5 hours per day. If this role resonates with you, we encourage you to apply by providing your up-to-date resume. This could be your first step towards a meaningful and inspiring career. Come to work each day knowing that you save lives. We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country, and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work, live and play. Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada’s population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute. We thank all applicants for their interest. However, only those considered for an interview or those invited to participate in an assessment will be contacted. Emails are sent directly from our system, to ensure you receive them please add [email protected] and [email protected] to your safe senders list. Applicants who require accommodation should discuss their needs with us.

You will provide leadership and direction to a team of Client Analysts while coordinating responses to critical incidents and ensuring effective technical support. Additionally, you will act as an escalation point for complex IT issues and monitor service desk productivity to ensure high-quality service delivery.

Candidates must have a post-secondary diploma in a relevant discipline and 4-5 years of related experience, including at least 3 years in technical support. Proficiency in Windows, server environments, and Microsoft Office is mandatory, along with at least 2 years of leadership or coaching experience.

• Percentage in lieu of benefits and vacation • Annual performance award • Defined benefit pension plan • Employee discounts • Wellness program • Professional resources

• LeadershipPreferred
• CommunicationPreferred
• Microsoft OfficePreferred

Identified from the job description. Confirm important requirements above.

• Technical support
• Service desk
• Troubleshooting
• Windows
• Servers
• Microsoft Office
• Network principles
• ITSM
• Remote access
• Leadership
• Coaching
• Mentorship
• Incident management
• Change management
• Problem management
• Communication
• Variance Reporting
• Deskside Support
• Business Metrics
• Continuous Development
• Support Services
• Organizational Skills
• Effective Communication
• IT Infrastructure
• Technical Support
• Business Continuity Planning
• Change Management
• Customer Service
• Training And Development
• Drawing
• Health Equity
• Higher Education
• Interpersonal Communications
• IT Service Management
• Windows Servers
• Operations
• Performance Metric
• Problem Management
• Remote Access Systems
• Team Leadership
• Team Performance Management
• Troubleshooting (Problem Solving)
• Writing
• Coordinating
• Prioritization

• Technology
• Customer Service & Support
• Management & Leadership
• Software
• Client Support Analyst
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

Minimum education

Professional degree

Minimum experience

3+ years

Apply by

Aug 24, 2026

Posting language

English

Working hours

38 hours per week

Office presence

2 days per week