It service desk analyst Jobs

Supervisor - IT Operations
MacDonald Dettwiler & Associates Inc. —Brampton, ON
- $90,000–$105,000 a year
- Hybrid work
- Bilingual
- Computer Science
- English
- Disability insurance
- Dental care
IT Analyst
Scotia Investments Limited —Bedford, NS
- $55,000–$60,000 a year
- Weekends as needed
- Azure
- Windows
- Microsoft Office
- Mileage reimbursement
- Disability insurance
Quick apply
Senior Analyst, Service Desk
Brookfield Renewable —Gatineau, QC
- On call
- Azure
- Microsoft Outlook
- Customer service
Quick apply
Support Analyst
TransForm Shared Service Organization —Windsor, ON
- $32–$37 an hour
- Weekends as needed
- English
- Bachelor's
- Travel
- Wellness program
- Employee assistance program
Quick apply
Technical Services Analyst
Wenco (a Hitachi Construction Machinery subsidiary) —Richmond, BC
- $80,000–$90,000 a year
- Full-time
- Bilingual
- Computer science
- Computer Science
Quick apply
Technical Analyst (Auxiliary)
ISM Canada —Victoria, BC
- $3,188.82–$3,648.92 a month
- Temporary
- Azure
- Windows
- Microsoft Office
- Work from home
4d
Support Analyst - Kenora ON
FSET Inc. —Kenora, ON
- $67,600–$72,800 a year
- 8 hour shift
- Hybrid work
- English
- No university degree
- Travel
- Wellness program
- Disability insurance
8d
Repo Trading Support Analyst
BMO Financial Group —Toronto, ON
- $75,900–$141,900 a year
- Full-time
- Microsoft Excel
- Python
- Tuition reimbursement
- Life insurance
14d
Help Desk Analyst
Keeran Networks —Edmonton, AB
- Communication skills
- Time management
Quick apply
Service Desk Analyst | Analyste du centre de services
Jesta I.S. —Montréal, QC
- Weekends as needed
- Hybrid work
- Microsoft Outlook
- Computer Science
- Customer service
- Wellness program
- Disability insurance
Quick apply
User Support Technician
Hy-Tek Computer Sales and Service Ltd. —Rocky Mountain House, AB
- $35.50–$49.07 an hour
- Full-time
- English
- Windows
- Microsoft Office
- Dental care
- Vision care
Quick apply
Bilingue Analyste, Centre de services des TI / Bilingual Analyst, IT Service Desk
Visique —Montréal, QC
- Call to connect
- Bilingual
- English
- Microsoft Office
Quick apply
Integrated Services - Systems Analyst
F12.net —Edmonton, AB
- Full-time
- SharePoint
- Disability insurance
- Dental care
Quick apply
20h
Support Engineer
PolyAI —Toronto, ON
- Salesforce
- English
- Agile
- Paid time off
Quick apply
8h
IT Support Centre Analyst
Johnston Equipment —Montréal, QC
- Full-time
Quick apply
4d
Murex Credit/Rates Functional Support – Front Office (ENG)
CGI —Montréal, QC
- Full-time
- Bilingual
- English
- Profit sharing
- Employee stock purchase plan
Quick apply
Project Team Engineer
403Tech —Calgary, AB
- English
- Computer networking
- Communication skills
SERVICE DESK ANALYST
Nova Networks Inc. —Canada
- $19–$23 an hour
- Computer Science
- No university degree
4d
Bilingual Service Desk Analyst 12 Month Contract
Compugen Inc —Canada
- $23–$33 an hour
- Weekends as needed
- Hybrid work
- Bilingual
- Computer Science
- Customer service
1d

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Supervisor - IT Operations

MacDonald Dettwiler & Associates Inc. -
Brampton, ON

Apply Now

Job details

Permanent
$90,000–$105,000 a year

Qualifications

Bilingual
French
ITIL Certification
Computer Science
English
ITIL
IT
Active Directory
CompTIA A+
Help desk
Identity & access management
Information Technology

Full job description

Building the space between proven and possible, MDA Space (TSX:MDA) is a trusted mission partner to the global space industry. A robotics, satellite systems and geointelligence pioneer with a 55-year+ story of world firsts and more than 450 missions, MDA Space is a global leader in communications satellites, Earth and space observation, and space exploration and infrastructure. The MDA Space team of more than 4,000 space experts in Canada, the US and the UK has the knowledge and know-how to turn an audacious customer vision into an achievable mission – bringing to bear a one-of-a-kind mix of experience, engineering excellence and wide-eyed wonder that’s been in our DNA since day one. For those who dream big and push boundaries on the ground and in the stars to change the world for the better, we’ll take you there.

Detail Summary:

MDA Space IT is seeking a service-oriented Team Lead – Help Desk to lead Tier 1 Help Desk operations across all MDA Space locations, with team members based in Richmond, BC, Brampton, ON, and Sainte-Anne-de-Bellevue, QC.

Reporting to IT Operations leadership, the Help Desk Team Lead provides day-to-day guidance, operational oversight, and escalation support for all Tier 1 Help Desk staff and Tier 2 support staff located in Brampton.

The successful candidate will combine people leadership, operational discipline, and hands-on technical expertise to deliver responsive, professional, and customer-focused IT support. This role plays an important part in strengthening service consistency, user confidence, and overall customer satisfaction across the organization. There will be occasional travel is required to support stakeholders and teams across MDA Space locations.

Job Responsibilities:

People Leadership & Team Management:

Lead, coach, and support Help Desk Analysts while promoting a collaborative, accountable, and customer-focused team culture
Support recruitment, onboarding, training, scheduling, and performance development for Help Desk team members
Set clear expectations for service quality, professionalism, documentation standards, and positive customer interactions
Provide regular coaching and feedback to develop technical capability, service ownership, and customer service excellence

Service Desk Operations:

Oversee daily Help Desk operations, including ticket intake, prioritization, assignment, escalation, and resolution, to deliver timely and effective customer support
Act as the primary escalation point for complex or high-impact incidents, helping to minimize disruption and maintain service continuity
Ensure incidents and service requests are managed in accordance with service levels, operational procedures, and ITIL-aligned practices to support a consistent user experience
Coordinate team workload and staffing coverage to meet operational needs and maintain service continuity during peak demand or critical incidents

Technical Oversight & Escalation Support:

Provide hands-on support as needed to resolve escalated issues related to:
- End-user computing (Windows, Microsoft 365, devices, peripherals)
- Identity and access management (Active Directory / Entra ID)
- Endpoint management and deployment
Guide analysts through complex troubleshooting while reinforcing structured problem-solving, clear documentation, and effective customer communication

Process, Metrics & Continuous Improvement:

Monitor and report on service desk performance metrics, including SLA compliance, backlog, customer satisfaction, and user experience trends
Identify recurring issues and collaborate with cross-functional IT teams to improve service reliability, reduce repeat incidents, and enhance the customer experience
Maintain and improve Help Desk procedures, standards, and knowledge resources to increase consistency, efficiency, and service quality
Contribute to the ongoing maturity of IT service management practices across incident, request, problem, and change processes

Stakeholder Communication:

Serve as a key point of contact for Help Desk operational matters with IT leadership, business stakeholders, and internal customers
Provide clear, timely, and professional communication during outages, major incidents, and service disruptions to maintain customer confidence
Build strong working relationships with internal teams, vendors, and service partners to support a seamless and high-quality support experience

Required Qualifications:

Experience:

Bring 4–6 years of experience in IT Help Desk, Service Desk, or end-user support environments
Bring 1–3 years of experience in a lead, senior, or supervisory role, preferably within a unionized environment
Demonstrate experience supporting Windows environments, Microsoft 365, and end-user technology services

Technical Knowledge:

Apply a strong understanding of:
- ITSM / ITIL-aligned service operations
- Ticketing systems and service desk workflows
- Endpoint, identity, and user lifecycle management
Troubleshoot effectively across hardware, software, identity, and connectivity domains while keeping the customer informed

Education & Certifications:

Diploma or degree in Information Technology, Computer Science, or equivalent experience
ITIL Foundation certification preferred
CompTIA A+ or similar technical certifications considered an asset

Key Competencies:

Communicate clearly and professionally in both French and English, verbally and in writing
Lead and coach team members with empathy, accountability, and a focus on service excellence
Demonstrate a customer-first mindset with a strong commitment to customer satisfaction and positive user experiences
Organize, prioritize, and make sound decisions in a fast-paced support environment
Communicate effectively with technical and non-technical stakeholders, ensuring clear expectations and timely updates
Remain calm under pressure while managing competing priorities and maintaining a professional service experience

The compensation range for this position is $90,000 - $105,000 annually. The specific compensation offered will be based on the qualifications and experience of the successful candidate

Special Considerations:

Successful candidates must obtain and hold security clearance at the Reliability status level, and pass security assessment for the Controlled Goods Program (CGP), and be able to obtain higher clearances.

Benefits Statement

MDA Space offers competitive compensation and benefits to its employees at all of its locations. As a member of the MDA Space team, you and your eligible dependents can enroll in a benefits plan that provides a comprehensive level of protection through competitive health care, including: health care plans supplemental and flexible drug plans, dental and vision benefits, disability income protection, life insurance, group retirement savings plans and an employee assistance program and to their family.

Equal Opportunity Statement

MDA Space is an equal opportunity employer with a strong focus on diversity and inclusion. We are committed to treating all employees and candidates with respect and dignity. If you require assistance or a reasonable accommodation due to a disability during the application or recruitment process, please let us know.

Apply Now

Refine Your Search

Supervisor - IT Operations

IT Analyst

Senior Analyst, Service Desk

Support Analyst

Technical Services Analyst

Technical Analyst (Auxiliary)

Support Analyst - Kenora ON

Repo Trading Support Analyst

Help Desk Analyst

Service Desk Analyst | Analyste du centre de services

User Support Technician

Bilingue Analyste, Centre de services des TI / Bilingual Analyst, IT Service Desk

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Support Engineer

IT Support Centre Analyst

Murex Credit/Rates Functional Support – Front Office (ENG)

Project Team Engineer

SERVICE DESK ANALYST

Bilingual Service Desk Analyst 12 Month Contract

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