Service Desk Team Lead

The Salvation Army
November 29, 2019
Toronto, Canada
Job Type
$66,000 - $76,000
Competition #
Interested applicants must respond in writing to
Closing date
December 13, 2019


The Salvation Army is an international Christian church. Its message is based on the Bible; its ministry is motivated by love for God and the needs of humanity.

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.

Core Values

The Salvation Army Canada and Bermuda has four core values:

Hope: We give hope through the power of the gospel of Jesus Christ.
Service: We reach out to support others without discrimination.
Dignity: We respect and value each other, recognizing everyone’s worth.
Stewardship: We responsibly manage the resources entrusted to us.

Position Purpose Summary:

The Service Desk Team Lead’s primary responsibility is to provide operational leadership to the Service Desk team as it relates to support channel (Voice/Email/Web/Walk-Up) SLA monitoring and trend analysis, major incident and escalation handling, and business coverage assessment. The Service Desk Team Lead ensures the quality of service is maintained through regular evaluation of calls and tickets and real-time coaching of Service Desk Analysts. The Service Desk Team Lead also drives continual improvement initiatives and assists with new technology implementations and adoption by acting as a change champion.


Service Desk Operations:

  • Proactively own all major incidents and escalations following the Incident Handling Guideline
  • Guide Service Desk Analysts through technical troubleshooting
  • Maintain IT support documentation
  • Ensure service level objectives and key performance indicators are met or exceeded
  • Review shift schedules and ensure adequate coverage
  • Perform ticket and call quality evaluations
  • Analyze team performance trends and provide recommendation to Service Desk
  • Manager on improvements to processes, tools, and headcount
  • Monitor the support channel SLA’s (voice, email, web, walk-up) and make recommendations for team priorities to ensure timely addressing of all issues
  • Follow up on customer survey feedback, identify improvements, and carry them out
  • Ensure knowledge is easily available and equal among all members of the team
  • Contribute to knowledge documentation and review team member’s documentation
  • Assist with Service Desk Analyst workload during busy periods (answer calls, respond to emails, follow up on tickets)
  • Act as a backup for the Service Desk Manager

Quality & Training:

  • Regularly evaluate call and ticket quality for all Service Desk Analysts
  • Develop and maintain a formal training package for new hires
  • Arrange training and shadowing for new hires and keep record of all training activities
  • Provide guidance to Service Desk Analysts on call and ticket handling


  • Actively participate in and provide support for new and ongoing projects affecting the end user or Service Desk environment
  • Assist with pilots and testing and provide recommendations based on results
  • Ensure adequate SOP documentation is available before go-live dates



  •  2-year Diploma in a Computer and Technology field
  • Certificate in ITIL Foundations v3 or above required

Experience/ Required Skills/Knowledge:

  • 2+ years experience leading a Service Desk or having a senior Service Desk role
  • Knowledge of computer hardware, including multi-function devices
  • Experience with a wide range of technical devices (desktops, laptops, thin clients, tablets, mobile)
  • Application support experience with Microsoft Products required
  • Working knowledge of a range of diagnostic utilities (remote control, account lockout identification)
  • Working knowledge of ServiceNow
  • Knowledge of Service Desk metrics and how they correlate
  • Experience with Service Desk reporting and dashboards
  • Experience with live (phone) support
  • Proven experience in identifying and implementing process improvements and CSI

Preferred Skills and Capabilities:

  • Excellent written and verbal communication
  • Interest in working in an ITIL-driven environment and working knowledge of ITIL principles and processes
  • Proven analytical and problem-solving abilities
  • Strong coaching/training skills
  • A thoughtful leader, inquisitive and comfortable in challenging the status quo
  • Must be conscientious and reliable with a strong commitment to customer satisfaction and problem resolution
  • Keen attention to detail
  • Excellent interpersonal skills with a focus on rapport building, listening, and questioning skills
  • Must possess empathy for people with problems and be able to tactfully deal and communicate with end users
  • Must possess a proactive and positive attitude
  • Must possess a sense of urgency required in a high-volume, fast-paced environment

Successful candidates, prior to hiring, may be required to provide:

  • Background check consent
  • Education verification

Please include the competition # 19-067 in the subject line of your email.

If there is a competition number associated with this posting, please include within the subject line of your email, fax or regular mail correspondence.

The Salvation Army will accommodate candidates as required under applicable Human Rights Legislation. If you require a disability related accommodation during this process, please inform us of your requirements.

In accordance with The Salvation Army policy and legislated requirements, employment is conditional upon the verification of credentials and completion of a background check.

Internal Applicants: Please advise Department Heads of your intentions prior to submitting your application.

Imagine Canada Standards - Accredited

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