About the role

Service Desk Team Lead at Frontline Managed Services, overseeing Canadian operations and ensuring high-quality client service. Supporting the Service Desk team with operational oversight and leadership.

Responsibilities

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

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
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.