Service Desk Team Lead

The Alberta Securities Commission (ASC) is the industry-funded regulator responsible for administering the province's securities laws. It is entrusted with fostering a fair and efficient capital market in Alberta and with protecting investors. As a member of the Canadian Securities Administrators (CSA), the ASC works to improve, coordinate and harmonize the regulation of Canada's capital markets.

The Information Technology (IT) team is responsible for making sure that the ASC has the appropriate resources necessary to ensure the consistent, reliable and secure delivery of services, and understanding and anticipating the organization’s unique technology requirements.

Reporting to the IT Manager, the Service Desk Team Lead will play a role in overseeing the daily operations of the Service Desk (SD), leading and mentoring the SD Analyst team, and ensuring high-quality customer service. The position requires demonstrated technical and client-focused competency and leadership skills.

• Overseeing and directing service desk analysts: evaluating employee work performance; conducting annual performance reviews; setting individual and team goals; working with human resources if there are performance issues or a need to hire; and ensuring the team has proper resources to meet objectives.
• Developing, implementing and refining streamlined procedures for issue resolution, escalation management and work prioritization.
• Developing and helping negotiate Service Level Agreements (SLAs) with the business.
• Creating, maintaining, and continuously updating Standard Operating Procedures and other critical documentation.
• Ensuring IT assets are tracked effectively.
• Generating and evolving insightful reports, dashboards, and key performance metrics to support decision-making. Analyzing service metrics to identify improvement opportunities and drive enhancements in service delivery.
• Implementing strategies to optimize service processes, enhancing responsiveness and technical issue resolution
• Proactively informing the IT Manager of significant issues requiring leadership intervention.
• Taking ownership of the ASC’s ITSM system, Freshservice, ensuring its efficient use in managing IT service operations.
• Ensuring the Service Desk knowledge base is updated, accurate and relevant, to serve as a valuable reference for the team.
• Coordinating the on-call rotation to ensure seamless after-hours support, aligning with ASC service level agreements. Stepping in as needed to provide coverage for planned and unplanned absences.
• Cultivating a collaborative and inclusive work environment, empowering team members to succeed. Guiding and developing team members to improve performance.
• Serving as the primary liaison between the Service Desk team and System Administrators, fostering strong communication and collaboration.
• Building strong relationships with business department leads to better understand the user experience and improve service delivery.
• Acting as a Service Desk Analyst during peak periods to maintain service levels and ensure SLAs are consistently met.
• Performing initial investigation and diagnosis of technical issues, assessing symptoms, determining urgency, and providing resolutions when possible.
• Delivering comprehensive support through multiple channels, including in-person, desk-side, and remote assistance, based on user needs.
• Maintaining proactive communication with users, keeping them informed of incident progress and ensuring a positive support experience.
• Acting as the first point of escalation for complex technical issues, ensuring timely and effective resolution.

• Post-secondary education and/or technical certification — Bachelor’s Degree in Computer Science or a related field is preferred.
• ITIL certification is an asset.
• Three years leading a team delivering IT support services is preferred.
• Seven years working on a service desk, in a system admin role, or relevant industry experience.
• Strong leadership and people management skills sufficient to lead a team to achieve divisional and departmental objectives. 
• Expertise in ITSM platforms, such as Freshservice, ServiceNow, and Remedy.
• Experience applying the Capability Maturity Model (CMM) to a service desk is desirable.
• Knowledge of any of the following systems an asset:
  • Microsoft Office (M365) suite
  • Open Text eDOCS
  • Microsoft Dynamic 365 (CRM)
  • Microsoft Intune and Autopilot
  • Windows Server
  • Microsoft Azure
  • Microsoft Entra
  • MS Teams
  • MS Co-Pilot (rollout and support)
• Strong analytical skills, problem-solving abilities and communication skills, both written and verbal.
• Acutely aware of the latest technology in this field and how best to leverage its capabilities to benefit the ASC.

Click the Apply For This Job Online button to submit your resume, cover letter and salary expectations by August 18, 2025.  This position will work out of the ASC office located in Calgary, Alberta. You will be contacted if you are selected for an interview. More information about working at the ASC including our comprehensive Total Rewards package can be found on our website at www.asc.ca.

We offer a hybrid work environment and flexibility, a competitive total rewards package consisting of 100 per cent employer-paid benefits, comprehensive health and dental, employee life insurance, short-term and long-term disability; retirement benefits; travel insurance; paid vacation time, flex and sick days; an employee family assistance program; transportation allowance, generous flexible spending account and professional development through subsidized courses, conference, workshops, seminars and in-house training. We also encourage fun and giving back to the community with initiatives offered through our ASC Social Club and annual United Way Campaign. 

The ASC is an equal opportunity employer and encourages applications from all qualified individuals. We celebrate diversity and are committed to providing an inclusive work environment where every employee feels valued and respected.