Service Desk Lead (L1/L2 Support & End-User Services)

Work Location: London, ON

• Onsite – 5 days a week Experience Required: 6–8 years Role Description Ability to analyze problems and develop creative solutions Knowledge of Service. Now ticketing tool Understanding of ITIL and ITSM processes Key Responsibilities Manage and lead Service Desk and Deskside teams (L1 & L2 analysts) Handle support across multiple channels: calls, chat, self-help, and email Act as the Single Point of Accountability (SPOC) for Service Desk and Deskside delivery Ensure training, knowledge management, and skill development for the team Track and report Service Desk performance metrics Provide hands-on support for infrastructure-related customer issues Perform hardware deployment, including hardware and OS refresh activities Provide first-level support for printers and MFP devices Manage Intune for mobile device management Support SCCM and deployment activities Perform patching and vulnerability management Manage device lifecycle (laptops, workstations, monitors, peripherals) from procurement to retirement Maintain inventory and support IMAC (Install, Move, Add, Change) activities Manage incident, problem, and service request tickets in Service. Now Develop and maintain knowledge base articles Track hardware and software assets in Service. Now Act as onsite IT representative for business users Provide basic audio-visual support in meeting rooms Deliver monthly reporting on CSAT, DSAT, incidents, requests, and problems, including DSAT follow-ups and action plans Identify and drive continuous improvement opportunities Required Skills Experience in Service Desk processes and support Service Desk performance tracking and reporting Strong communication skills (oral and written) Hands-on experience in resolving infrastructure-related issues Knowledge of ITSM platforms, including Service. Now Desired Skill Service. Now – IT Service Management