Service Desk Lead

Job Description

On behalf of our client, Affinity is seeking a Service Desk Lead for a full time permanent position. Candidates must be located in the lower mainland for hybrid work based in Vancouver. The Service Desk Lead is responsible for the quality, consistency, and continuous improvement of IT service delivery. This player‑coach role combines direct leadership of Service Desk Analysts with hands‑on involvement in incident resolution, SLA management, operational reporting, and service improvement initiatives.

The successful candidate will be an experienced service management professional who excels at coaching teams, driving operational excellence, and improving the end‑user experience.

• Lead day‑to‑day service desk operations and ensure SLA compliance
• Manage incident, problem, knowledge, and change management processes
• Drive First Contact Resolution and continuous service improvement initiatives
• Oversee ticket quality, escalation management, and operational reporting
• Coordinate resolution efforts across technical teams and external vendors
• Develop and maintain service desk procedures, knowledge articles, and runbooks
• Lead and mentor Service Desk Analysts
• Track and report on service performance metrics and KPIs
• Support IT asset lifecycle management and end‑user support services

• 4–6 years of IT service desk or end‑user support experience
• Minimum 2 years in a lead, senior, or supervisory role
• ITIL Foundation certification
• Strong understanding of Incident, Problem, Change, and Asset Management processes
• Experience leading service desk teams and improving SLA performance
• Strong stakeholder management and communication skills
• Experience with ITSM tools, reporting, dashboarding, and operational metrics

• Experience with self‑service portals and knowledge management platforms
• Microsoft 365 experience
• Endpoint management and device lifecycle experience
• Familiarity with AI productivity tools

Affinity is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit and business need.

Job Number: 13620