About the role
**Lead Deskside Analyst
Location: Calgary, AB
Opportunity at Microserve** Position Overview Microserve is looking for a Lead Deskside Analyst to join our onsite team in Calgary, AB. This role combines the technical expertise of a Tier 2 Deskside Technician with the leadership and operational responsibilities. The successful candidate will oversee daily deskside operations, provide guidance to the technical team, ensure high-quality service delivery, and act as a key liaison between client and Microserve’s service teams. This position will also involve hands-on technical work, service coordination, and project oversight.
Key Responsibilities
- Lead and mentor deskside technicians, fostering technical excellence and professional development.
- Oversee and coordinate all aspects of deskside service delivery, ensuring timely and effective support for client environments.
- Perform Tier 2 hardware and software support, including diagnostics, repair, deployment, and configuration of IT assets.
- Monitor service level performance, reporting metrics, and implementing continuous improvement initiatives.
- Coordinate schedules, resources, and workflows between clients and Microserve service delivery teams.
- Manage VIP and Executive Support requests, ensuring quick and effective resolutions.
- Maintain documentation, policies, and standard operating procedures to support ongoing operations.
- Assist with project planning, scheduling, and delivery for technology refreshes, migrations, or infrastructure upgrades.
- Ensure all service tickets and work orders are accurately recorded and updated in the service management tool.
- Collaborate with technical teams to identify recurring issues, root causes, and areas for process optimization.
- Support hardware lifecycle management including deployment, retirement, and inventory control.
- Train end users on workstation, MTR’s, and peripheral usage when required.
- Uphold strong customer service standards and act as a client-facing representative for Microserve.
Qualifications And Requirements
- 3-5 years of experience in deskside or field support roles with progressive leadership responsibilities.
- Proven experience leading IT support teams in an enterprise environment.
- Strong understanding of Microsoft Windows, Office 365, MTR’s and endpoint management technologies.
- Experience diagnosing software, network, and hardware issues.
- ITIL Foundation certification (required); PMP or other project management certifications (asset).
- CompTIA A+, Network+, or manufacturer certifications (asset).
- Exceptional communication, organization, and customer service skills.
- Ability to multitask and prioritize in a fast-paced, client-facing environment.
- Must be able to lift up to 50+ lbs and pass a criminal background check.
About Us At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 550 team members, and are recognized for our ability to deliver and innovate to meet the changing needs of our clients.
About Microserve
Microserve is an IT solutions company rooted in a philosophy of long-term partnerships and continuous innovation. Our outstanding team has delivered IT solutions to clients across BC and Alberta for over 35 years. Based in Burnaby BC, Microserve also holds branches in Victoria, Edmonton, and Calgary in addition to service networks across both provinces.
Since 1987 businesses have trusted Microserve for extensive experience and expertise in providing IT solutions across BC and Alberta, a commitment to excellence in all of our service offerings ensuring only the highest level of quality and client satisfaction, and a focus on relationships and dedication to supporting the long-term best interests of our clients. We are committed to excellence in everything that we do. This commitment to maintaining a high level of expertise in the constantly changing IT industry and to developing long-term relationships has allowed us to establish and maintain a strong market position as one of the largest independent IT solution providers in Western Canada.
We provide services in: Managed Services, IT Security Services, Modern Workplace, Data Centre, Backup & Disaster Recovery, Audio Visual Solutions, Cloud Services, IT Staffing, Projects & IT Consulting, IT Procurement, End User Computing, Managed Print Services
About the role
**Lead Deskside Analyst
Location: Calgary, AB
Opportunity at Microserve** Position Overview Microserve is looking for a Lead Deskside Analyst to join our onsite team in Calgary, AB. This role combines the technical expertise of a Tier 2 Deskside Technician with the leadership and operational responsibilities. The successful candidate will oversee daily deskside operations, provide guidance to the technical team, ensure high-quality service delivery, and act as a key liaison between client and Microserve’s service teams. This position will also involve hands-on technical work, service coordination, and project oversight.
Key Responsibilities
- Lead and mentor deskside technicians, fostering technical excellence and professional development.
- Oversee and coordinate all aspects of deskside service delivery, ensuring timely and effective support for client environments.
- Perform Tier 2 hardware and software support, including diagnostics, repair, deployment, and configuration of IT assets.
- Monitor service level performance, reporting metrics, and implementing continuous improvement initiatives.
- Coordinate schedules, resources, and workflows between clients and Microserve service delivery teams.
- Manage VIP and Executive Support requests, ensuring quick and effective resolutions.
- Maintain documentation, policies, and standard operating procedures to support ongoing operations.
- Assist with project planning, scheduling, and delivery for technology refreshes, migrations, or infrastructure upgrades.
- Ensure all service tickets and work orders are accurately recorded and updated in the service management tool.
- Collaborate with technical teams to identify recurring issues, root causes, and areas for process optimization.
- Support hardware lifecycle management including deployment, retirement, and inventory control.
- Train end users on workstation, MTR’s, and peripheral usage when required.
- Uphold strong customer service standards and act as a client-facing representative for Microserve.
Qualifications And Requirements
- 3-5 years of experience in deskside or field support roles with progressive leadership responsibilities.
- Proven experience leading IT support teams in an enterprise environment.
- Strong understanding of Microsoft Windows, Office 365, MTR’s and endpoint management technologies.
- Experience diagnosing software, network, and hardware issues.
- ITIL Foundation certification (required); PMP or other project management certifications (asset).
- CompTIA A+, Network+, or manufacturer certifications (asset).
- Exceptional communication, organization, and customer service skills.
- Ability to multitask and prioritize in a fast-paced, client-facing environment.
- Must be able to lift up to 50+ lbs and pass a criminal background check.
About Us At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 550 team members, and are recognized for our ability to deliver and innovate to meet the changing needs of our clients.
About Microserve
Microserve is an IT solutions company rooted in a philosophy of long-term partnerships and continuous innovation. Our outstanding team has delivered IT solutions to clients across BC and Alberta for over 35 years. Based in Burnaby BC, Microserve also holds branches in Victoria, Edmonton, and Calgary in addition to service networks across both provinces.
Since 1987 businesses have trusted Microserve for extensive experience and expertise in providing IT solutions across BC and Alberta, a commitment to excellence in all of our service offerings ensuring only the highest level of quality and client satisfaction, and a focus on relationships and dedication to supporting the long-term best interests of our clients. We are committed to excellence in everything that we do. This commitment to maintaining a high level of expertise in the constantly changing IT industry and to developing long-term relationships has allowed us to establish and maintain a strong market position as one of the largest independent IT solution providers in Western Canada.
We provide services in: Managed Services, IT Security Services, Modern Workplace, Data Centre, Backup & Disaster Recovery, Audio Visual Solutions, Cloud Services, IT Staffing, Projects & IT Consulting, IT Procurement, End User Computing, Managed Print Services