Team Lead – IT Service Desk

Location: Multiple locations (Saskatoon, Moose Jaw, Administrative Offices, Regina, Prince Albert campuses). Posted: 09/29/2026 – Closing: 10/11/2026.

About the role

As a member of the Service Management Office (SMO) within Information Technology Services, the Team Lead, Service Desk provides operational leadership for front-line technology support services and contributes to the organization’s IT Service Management (ITSM) strategy. Working within a process-driven service management environment, the Team Lead is responsible for ensuring reliable, customer-focused service delivery while advancing service excellence, continual improvement, and operational maturity. This role leads a geographically distributed team supporting students and employees across Saskatchewan Polytechnic locations throughout the province.

Responsibilities

• Provide leadership, coaching, and guidance to Service Desk staff in a high-volume, customer-focused environment.
• Lead and develop a distributed team working across multiple Saskatchewan Polytechnic locations.
• Foster a culture of accountability, collaboration, continuous improvement, and exceptional customer service.
• Oversee daily operations, workload management, escalations, and service delivery performance.
• Monitor service metrics and trends to identify opportunities to improve service quality and operational effectiveness.
• Support the implementation and execution of IT Service Management (ITSM) processes and best practices.
• Collaborate with technical teams, business partners, and stakeholders to resolve complex issues and improve service outcomes.
• Support critical business operations and major incident response activities.

Requirements

• Two-year Diploma in Information Technology (foreign education must have Canadian equivalency certification).
• ITIL Foundation certification required.
• Eight years of experience in an enterprise information technology environment, with demonstrated expertise in IT Service Management (ITSM).
• Demonstrated expert experience applying service management processes, metrics, and continual improvement practices.
• Project management skills to plan, organize and oversee work.
• Demonstrated experience leading diverse teams.
• Expert analytical, problem solving and decision-making skills.
• Advanced communication and facilitation skills.
• Strong customer focus.
• Values diversity.

Pay

Salary range: $3,187.08 - $3,808.54 bi‑weekly. Temporary market stipend: $7,000 per annum.

Schedule

Hours of work: regulated 36 hours (modified) per biweekly pay period.