Team Lead, IT Service Desk - Montreal, Quebec
1 day ago
Job description
Ready to take the next step in your career?
Join a global company shaping the future with technology that drives lasting impact.
Hypertec is seeking a
Team Lead, IT Service Desk
to join our
IT
team in
Montreal
. If you are motivated, collaborative, and aligned with our values, we would love to hear from you.
We believe that how we work is just as important as what we build. Our values reflect the mindset we bring to everything we do:
- Innovation
- Trust
- Entrepreneurship
- Customer Focus
What You'll Be Contributing:
- Lead daily service desk operations and manage ticket flow across multiple channels;
- Triage incoming requests, evaluate priorities, and ensure proper categorization and assignment;
- Troubleshoot complex technical issues related to software, hardware, and network connectivity;
- Evaluate, prioritize, and escalate incidents in accordance with established procedures and SLAs;
- Provided advanced troubleshooting and resolution of complex technical issues, supporting technicians with guidance on advanced problem-solving;
- Review, develop, and maintain documentation, procedures, and training materials in Confluence;
- Support and maintain standardized IT service management processes (Incident, Request, Problem, Change) aligned with ITIL, ensuring consistent, high-quality service delivery;
- Contribute to process improvement initiatives focused on efficiency, triage accuracy, and user experience;
- Mentor and coach service desk technicians to develop troubleshooting skills and foster a collaborative support culture;
- Monitor SLA compliance and prepare regular performance and trend reports;
- Collaborate with other IT teams to address escalated or complex technical issues;
- Install, configure, and troubleshoot corporate endpoints, hardware, and software assets.
What Sets You Apart:
- Degree or diploma in Information Technology, Computer Science, or equivalent experience;
- Minimum 5 years of service desk or IT support experience, with at least 1 year in a lead or supervisory position;
- Advanced proficiency with Jira Service Management, including configuration of queues, service catalogs, CMDB, forms, workflows, and basic automations;
- Strong knowledge of Jira, Confluence, SAP Business One, Microsoft Dynamics CRM, Active Directory, and Microsoft 365;
- Proficient in Windows environments (with some exposure to macOS and Linux);
- General understanding of server management, file shares, and user access controls;
- Exceptional analytical, triage, problem-solving, and communication skills;
What's In it For You:
- Hybrid work model for certain job categories, supported by competitive benefits.
- Comprehensive health benefits that ensure you and your family are covered for a wide range of medical needs.
- Health Spending Account (HSA).
- Employer-matched RRSP Program.
- Paid Floater Days.
- Our head office will soon relocate to a new, state-of-the-art facility in LaSalle, near the Lachine Canal. Designed to set new standards in sustainability, it reflects our commitment to responsible growth and innovation.
Immerse Yourself in the Hypertec Journey:
You think you are the right candidate for this role? We can't wait to meet you We look beyond the CV to discover real potential. Hit "Apply" and let's discover it together
About Hypertec
Founded in 1984, Hypertec empowers innovators to push boundaries and lead their industries through transformative technology.
Through our five divisions—High Performance Compute & AI, Data Center Construction, Health, Custom Manufacturing, and Solutions Partner—we help clients turn complex challenges into opportunities for sustainable growth. Trusted by leaders in AI, financial services, media & entertainment, healthcare, and the public sector, we serve clients in over 80 countries.
Recognized globally for innovation and sustainability, including our revolutionary immersion-born servers, we continue to deliver technology that makes a lasting difference.
Learn more at
Hypertec is an equal opportunity employer.
Hypertec evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, disability status or any other legally protected characteristic.
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