Team Leader, Service Desk

Position Type:
Permanent

If you're looking for a fulfilling career that can make a real difference in your life, and the lives of others, you've come to the right place.

As a national health solutions partner, we put people first in everything we do - and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry-leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest - and it's reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership.

Medavie is where employees can be their best selves, feel they belong, and achieve their full potential.

Reporting to the Manager of Technical Services, the Team Leader, Service Desk is responsible for the leadership and continual improvement of the Medavie Service Desk. The implementation of industry standard IT operations processes, and best practices well as ITIL process and Digital and Service Management technology. Excellence in communication, relationship building, and customer service is required; along with excellent knowledge of IT operations and ITIL best practices.

• Lead and develop the Service Desk team including performance management, training, scheduling, coaching, and engagement strategies.
• Manage the day-to-day functions of the Service Desk, including incident management, service request management, escalations, facilitating end-user communications, and responding to trends and problems.
• Contribute to the delivery of service roadmap in alignment with overall corporate strategy.
• Support the execution of corporate projects and capability building through service transition activities.
• Support ongoing needs in security audits, disaster recovery, and change management.
• Develop and maintain reporting demonstrating Service Desk effectiveness in achieving business outcomes and facilitating data-centric decision making.
• Execute and improve on knowledge management discipline, facilitating the creation and quality assurance of technical documentation as needed.

Education: Post-secondary bachelor's degree in computer science, business, or related field; or equivalent experience. Certification in ITIL is strongly preferred.

Work Experience
:
Five years' experience in leading, implementing, and supporting technology solutions in a Service Desk or Contact Centre environment.

Technical: Knowledge and experience with the following technologies would be an asset:

• Programming concepts and automation technologies, such as Powershell, Power Automate, Git, Ansible, and Python.
• Microsoft PowerBI or equivalent business intelligence and reporting tools.
• Service management technology, Cherwell Service Management or equivalent.

Language

Skills:

English (Spoken and Written) required. French (Spoken and Written) considered an asset

Security Clearance Requirement: In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level

B). This includes Fingerprinting, Criminal Record Check, Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

Demonstrates a genuine commitment to supporting, coaching, and developing employees. Builds strong, engaged teams by fostering an inclusive environment, providing regular feedback, supporting career growth, and creating opportunities for team members to develop and succeed.

Communicates openly, clearly, and effectively across a variety of audiences and situations. Shares information appropriately, encourages collaboration, builds trust, and promotes strong working relationships within the team and across the organization.

Understands the needs of customers, partners, and stakeholders and ensures services are delivered with a strong customer focus. Builds positive relationships, responds with an appropriate sense of urgency, and seeks opportunities to continuously improve the customer experience.

Drives results by establishing clear priorities, monitoring progress, and removing barriers to success. Demonstrates accountability for outcomes, supports sound decision-making, and ensures commitments are delivered effectively and efficiently.

Successfully balances competing priorities in a dynamic environment. Plans work effectively,…