Service Desk Lead - ServiceNow ticketing, ITIL, ITSM, SCCM, Hardware
London Ontario – Onsite
12+ Months Contract
Key Responsibilities
- Manage and lead Service Desk and Deskside teams (L1 & L2 analysts)
- Handle support across multiple channels: calls, chat, self-help, and email Act as the Single Point of Accountability (SPOC) for Service Desk and Deskside delivery
- Ensure training, knowledge management, and skill development for the team Track and report Service Desk performance metrics
- Provide hands-on support for infrastructure-related customer issues Perform hardware deployment, including hardware and OS refresh activities
- Provide first-level support for printers and MFP devices Manage Intune for mobile device management Support SCCM and deployment activities
- Perform patching and vulnerability management Manage device lifecycle (laptops, workstations, monitors, peripherals) from procurement to retirement
- Maintain inventory and support IMAC (Install, Move, Add, Change) activities Manage incident, problem, and service request tickets in ServiceNow Develop and maintain
- knowledge base articles Track hardware and software assets in ServiceNow Act as onsite IT representative for business users Provide basic audio-visual support in meeting rooms
- Deliver monthly reporting on CSAT, DSAT, incidents, requests, and problems, including DSAT follow-ups and action plans Identify and drive continuous improvement opportunities
Required Skills
- Experience in Service Desk processes and support Service Desk performance tracking and reporting Strong communication skills (oral and written)
- Hands-on experience in resolving infrastructure-related issues Knowledge of ITSM platforms, including ServiceNow
Pay: $25.00-$30.00 per hour
Work Location: Hybrid remote in London, ON
