Service Desk Team Lead
About the role
Who We Are
For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.
Mission Statement
The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.
Job Description:
We are seeking a Service Desk Team Lead to provide operational leadership for our IT Service Desk team. This role oversees support channels (voice, email, web, walk-up), ensures SLA compliance, manages major incidents, and drives continuous improvement. The Team Lead will coach and develop Service Desk Technicians, maintain quality standards, and act as a change champion for new technology adoption.
Key Accountabilities:
- Lead and manage Service Desk team (6–8 direct reports), including onboarding, performance management, and career development.
- Oversee incident management, SLA monitoring, and customer satisfaction programs.
- Conduct quality evaluations, develop training programs, and coach team members.
- Participate in IT projects, pilots, and process improvement initiatives.
- Generate operational reports and analyze performance trends.
- Act as backup for the Service Desk Manager.
Education and Experience Qualifications:
- Diploma in Computer/Technology field; ITIL Foundations certification (v3 or v4) preferred.
- Two (2+) years supervisory experience in a Service Desk environment.
- Five (5+) years of solid experience in a Senior Service Desk Technician role.
- Strong knowledge of Microsoft 365, ServiceNow, and ITIL principles.
- Thoughtful and inquisitive leader who challenges the status quo and drives improvement.
- Dependable and customer-focused, committed to problem resolution and satisfaction.
- Detail-oriented with strong prioritization skills in fast-paced, high-volume environments.
- Excellent interpersonal communicator, skilled in rapport building, active listening, and tactful problem-solving
- Empathetic and proactive with a positive attitude and sense of urgency.
Compensation:
The target hiring range for this position is $66,831.48 to $83,539.35 with a maximum of $100,247.22. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.
The Salvation Army will provide reasonable accommodation upon request. Please email Recruitment.Accommodations@salvationarmy.ca if you have a need for any accommodation and we will be pleased to discuss this with you.
About The Salvation Army in Canada
The Salvation Army is an international Christian organization that began its work in Canada in 1882 and has grown to become the largest non-governmental direct provider of social services in the country. The Salvation Army gives hope and support to vulnerable people today and every day in 400 communities across Canada and more than 120 countries around the world. The Salvation Army offers practical assistance for children and families, often tending to the basic necessities of life, provides shelter for homeless people and rehabilitation for people who have lost control of their lives to an addiction.
Service Desk Team Lead
About the role
Who We Are
For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.
Mission Statement
The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.
Job Description:
We are seeking a Service Desk Team Lead to provide operational leadership for our IT Service Desk team. This role oversees support channels (voice, email, web, walk-up), ensures SLA compliance, manages major incidents, and drives continuous improvement. The Team Lead will coach and develop Service Desk Technicians, maintain quality standards, and act as a change champion for new technology adoption.
Key Accountabilities:
- Lead and manage Service Desk team (6–8 direct reports), including onboarding, performance management, and career development.
- Oversee incident management, SLA monitoring, and customer satisfaction programs.
- Conduct quality evaluations, develop training programs, and coach team members.
- Participate in IT projects, pilots, and process improvement initiatives.
- Generate operational reports and analyze performance trends.
- Act as backup for the Service Desk Manager.
Education and Experience Qualifications:
- Diploma in Computer/Technology field; ITIL Foundations certification (v3 or v4) preferred.
- Two (2+) years supervisory experience in a Service Desk environment.
- Five (5+) years of solid experience in a Senior Service Desk Technician role.
- Strong knowledge of Microsoft 365, ServiceNow, and ITIL principles.
- Thoughtful and inquisitive leader who challenges the status quo and drives improvement.
- Dependable and customer-focused, committed to problem resolution and satisfaction.
- Detail-oriented with strong prioritization skills in fast-paced, high-volume environments.
- Excellent interpersonal communicator, skilled in rapport building, active listening, and tactful problem-solving
- Empathetic and proactive with a positive attitude and sense of urgency.
Compensation:
The target hiring range for this position is $66,831.48 to $83,539.35 with a maximum of $100,247.22. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.
The Salvation Army will provide reasonable accommodation upon request. Please email Recruitment.Accommodations@salvationarmy.ca if you have a need for any accommodation and we will be pleased to discuss this with you.
About The Salvation Army in Canada
The Salvation Army is an international Christian organization that began its work in Canada in 1882 and has grown to become the largest non-governmental direct provider of social services in the country. The Salvation Army gives hope and support to vulnerable people today and every day in 400 communities across Canada and more than 120 countries around the world. The Salvation Army offers practical assistance for children and families, often tending to the basic necessities of life, provides shelter for homeless people and rehabilitation for people who have lost control of their lives to an addiction.