Team Lead

Position:       Team Lead -Service Desk 

Posting ID:   6402

Department:  IS Customer Service Management

Status: Permanent Full Time

Role level:   Professional Group (PG 11 $47.78hr- $59.72hr)

Shifts: Monday to Friday (9am -5pm)

Site: Hurontario St, Mississauga, Queensway Health Mississauga Hospital

Posted:       February

Internal Deadline: February

Trillium Health Partners is one of Canada's largest community-based teaching hospitals, serving the growing and diverse populations of Mississauga, West Toronto, and surrounding communities through the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, the Reactivation care Centre (Church Site) and the new THP-UHN Reactivation Care Centre. Guided by our values of compassion, excellence, and courage, and through our strategic roadmap, Plan to 2030, we are creating a new kind of health care - defined not by illness, but by the health and well-being of people and communities. 

Position Overview

The Team Lead – Service Desk is a key member of the IS Customer Service Management team, responsible for ensuring the effective delivery of front‑line technical support services across all Trillium Health Partners (THP) sites. This role provides daily operational leadership, staffing coordination, technical expertise, and coaching to Service Desk Analysts. The Team Lead cultivates a high‑performing, customer‑centric culture while driving continuous service improvement and adherence to IT Service Management (ITSM) best practices.

The role acts as the primary point of escalation for technical issues, workflow challenges, and customer service concerns. The successful candidate will collaborate closely with Deskside Support, Cyber Defense, Infrastructure, Network, Telecom, and other IS teams to support seamless end‑to‑end service delivery.

Key Responsibilities

• Lead and coordinate day‑to‑day Service Desk operations to ensure timely, high‑quality support for all THP users across multiple sites (travel may be required).
• Oversee queue management, ticket prioritization, workload distribution, and Tier 1 escalation handling to maintain service levels and operational continuity.
• Monitor Incident, Request, Problem, and Knowledge Management activities, ensuring alignment with ITIL best practices.
• Provide direction, mentorship, and performance coaching to Service Desk Analysts.
• Foster a positive, collaborative, service‑focused team culture.
• Support performance evaluations and contribute to individual development planning.
• Develop and maintain dashboards and reports highlighting KPIs, SLAs, first‑call resolution, ticket trends, and operational performance.
• Ensure consistent, high‑quality ticket documentation, strong communication standards, and proper routing across the team.
• Review customer feedback and survey data, implementing corrective actions where required.
• Develop, maintain, and enforce Service Desk policies, SOPs, operating guidelines, and knowledge articles.
• Identify recurring issues, service gaps, training needs, and improvement opportunities; implement action plans to address them.
• Partner with leadership on ITSM process maturity initiatives.
• Act as the primary escalation point for Service Desk issues, ensuring prompt resolution and effective communication.
• Work closely with cross‑functional IS teams to streamline workflows and ensure smooth handoffs.
• Support major incident response, including communications, coordination, and post‑incident reviews.
• Participate in internal audits, data requests, and quality reviews to ensure compliance with THP policies and regulatory standards.
• Ensure adherence to privacy, security, clinical safety, and operational guidelines.
• Perform other duties as assigned to support service delivery and organizational goals.

Competencies

• Accountability and ownership of actions and outcomes
• Adaptability, resilience, and the ability to lead through change
• Commitment to continuous learning and self‑development
• Strong collaboration and team‑building mindset
• Ability to coach, mentor, and support others' growth
• Excellent verbal and written communication skills
• High level of integrity, empathy, professionalism, and service orientation
• Critical thinking and evidence‑based decision‑making
• Ability to translate ideas into practical solutions
• Active listening and compassion when engaging with clients and staff

Working Environment

This role supports a multi‑site healthcare organization operating 24x7x365. The successful candidate may be required to work shifts outside of regular business hours and may rotate between all Trillium Health Partners locations as operational needs require.

Qualifications

• University degree or College diploma in Computer Science, Information Technology, or related field—or equivalent work experience (required).
• ITIL v4 Foundation (required).
• ITIL v4 Intermediate certifications (preferred).

Experience

• 5+ years of experience in a Service Desk or IT customer support environment (required).
• 2–3 years in a senior analyst, lead, or supervisory capacity within a large, multi‑site organization.
• Experience with high‑volume Service Desk operations, queue management, and escalation handling.
• Proficiency in developing service delivery reports, dashboards, SOPs, and knowledge content.
• Experience working with ITIL‑aligned processes (Incident, Request, Knowledge, Problem).
• Healthcare IT experience (preferred).
• Experience supporting service improvement or process optimization initiatives.

Skills & Abilities

• Strong organizational and time‑management skills.
• Excellent customer service orientation and conflict resolution capability.
• Strong technical troubleshooting fundamentals.
• Clear communication skills for both technical and non‑technical audiences.
• Ability to remain calm and effective under pressure, especially during major incidents.
• Strong coaching, mentoring, and team motivation skills.
• Presentation and facilitation proficiency.
• Self‑motivated with strong analytical, prioritization, and decision‑making abilities.
• Proficiency with Microsoft Word, Excel, Outlook, and reporting tools (required).
• Strong understanding of ServiceNow or comparable ITSM platforms (required).

To pursue this career opportunity, please visit our website: 

Trillium Health Partners' (THP) is an equal opportunity employer who values the importance of antiracism work and is committed to integrating antiracism, diversity, equity and inclusion best practices throughout THP operations, policies and culture. Therefore, we ask that even if you do not see yourself fully reflected in every job requirement listed on this posting, we still encourage you to reach out and apply. Research has shown that candidates from underrepresented groups often only apply when they feel 100% qualified. We encourage all applicants who are members of groups that have been marginalized on any grounds enumerated under the Ontario Human Rights Code based on race, gender identity or expression, sex, sexual orientation, disability, political belief, religion, marital or family status, age, and/or status as a First Nations, Métis or Inuk/Inuit person to consider this opportunity.

Our organization may use automated tools, including artificial intelligence (AI) or algorithm-assisted systems, to support the initial review of applications. These tools are used only to assist our recruiters and hiring managers; all hiring decisions include meaningful human involvement and final review.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code Trillium Health Partners will provide accommodations throughout the recruitment and selection process to applicants with disabilities.  If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

 All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act.

 Trillium Health Partners is identified under the French Language Services Act.

 We thank all those who apply but only those selected for further consideration will be contacted.

Trillium Health Partners is one of Canada's largest community-based teaching hospitals. Our team of more than 17,000 people serves the growing and diverse populations of Mississauga, west Toronto, and surrounding communities through the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, and nine satellite locations. Guided by our values of compassion, excellence, and courage, and through our strategic roadmap, Plan to 2030, we are creating a new kind of health care - defined not by illness, but by the health and well-being of people and communities.