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Help Desk

Toronto, Ontario, Canada | ESD | Full-time

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Welcome to Frontline Managed Services At Frontline Managed Services, innovation, technology, and efficiency converge to redefine IT, financial, and administrative managed services for legal and professional service firms. As pioneers in the industry, we are driven by a commitment to operational excellence, thoughtful problem-solving, and exceptional client service.

Join Our Team and Be a Catalyst for Change We don’t just follow industry standards; we help shape them. Our teams thrive in an environment that values accountability, collaboration, and continuous improvement. At Frontline, you’re not just joining a company, you’re joining a community of professionals who care deeply about the quality of their work and the people they support.

Position Overview The Service Desk Team Lead plays a critical role in ensuring consistent, high-quality client service and strong team performance across our Canadian operations. This role supports our internal Service Desk team and is open to candidates located within the Greater Toronto Area , with occasional local travel to client offices as needed.

The Team Lead serves as the first line of escalation for team members and select client-related issues, combining hands-on operational oversight with people leadership. This role partners closely with the Team Manager to support daily operations, ensure adherence to service level agreements (SLAs), and maintain service quality.

This is a full-time position with a competitive annual salary range of $63,000–$65,000 CAD , with the upper range available to candidates who are bilingual in English and French. Strong communication skills, sound judgment, and the ability to navigate time-sensitive or complex situations are essential to success in this role.

How You’ll Make An Impact As a Team Lead, you’ll directly influence service quality, team engagement, and client satisfaction. You’ll act as a subject matter expert, mentor team members, and help ensure that issues are resolved efficiently and professionally. Your leadership will help create a stable, accountable, and high-performing service desk environment.

What You’ll Do

• Assist the Team Manager with coordinating and monitoring day-to-day Service Desk activities to meet client service timelines
• Provide daily direction, guidance, and support to team members to ensure issues are handled efficiently and accurately
• Serve as the primary escalation point for team member questions and complex technical or client issues
• Monitor adherence to client SLAs and proactively identify risks, trends, or service gaps
• Support onboarding and training for new team members, ensuring readiness and confidence in their roles
• Assist with coaching, performance feedback, and recognition to support team development and engagement
• Complete assigned daily, weekly, and monthly reporting or audits
• Partner with internal stakeholders to support process improvements and operational changes
• Ensure clear, thorough documentation of escalations, resolutions, and procedural updates

What You Bring

• Prior experience in a service desk, help desk, or managed services environment, ideally with senior or lead-level responsibilities
• Demonstrated ability to support, coach, and guide team members in a fast-paced environment
• Strong client-facing communication skills, including handling escalations professionally and calmly
• Excellent written and verbal communication skills
• Strong analytical and problem-solving abilities, with attention to detail
• Experience working with ticketing or IT service management tools (ServiceNow, Zendesk, or similar platforms preferred)
• Ability to manage multiple priorities while maintaining service quality and professionalism

Language Requirements

• Fluency in English is required
• Bilingual English/French skills are a strong asset and may qualify candidates for the higher end of the salary range, but are not required

Compensation & Benefits

• Annual salary range: $63,000 – $65,000 CAD
• Employer-sponsored benefits package, including paid time off and holidays
• Casual, professional work environment
• Opportunities for growth within a global organization

Not Sure You Meet Every Requirement? We know great candidates don’t always check every box. If you’re excited about the role and believe you could be a strong fit, we encourage you to apply. We value leadership potential, curiosity, and a growth mindset as much as experience.

Join Us At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve.

“We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”

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