Business Technology Service Desk Team Lead

Specializing in structural engineering, building science, structural restoration, structural glass engineering, parking facility design and building energy modelling, RJC Engineers (RJC) is one of Canada’s leading engineering firms. Recognized as an exceptional workplace, we mentor the next generation of Canada’s ‘best and brightest’ engineers and technologists. With offices and expertise across Canada, we challenge our people to push technical boundaries and provide leadership in our fields of practice, while providing services for clients and projects nationwide

We believe in taking care of our people and help them realize their full potential. RJC offers the opportunity to work in an engaging team environment where you will work on exciting and challenging projects, discover new and developing technologies, practices and techniques and where you will flourish in a culture of continuous learning and collaboration. Working under the guidance of leading technical specialists who broadly share their expertise, you will get to fine tune your skills and cultivate your expertise while being given the opportunity to pursue your professional goals.

Candidate Profile

Reporting to the Business Technology Manager, the Service Desk Team Lead is a working leadership role accountable for providing high-quality, customer-focused IT support across the firm. The Team Lead supervises the day-to-day operations of the Service Desk across all RJC Offices and contributes directly to incident resolution, service improvement, and standardization efforts. This role plays a key part in delivering reliable, responsive, and professional technical support services that enable business success.

Key Responsibilities

Duties include, but are not limited to:

• Provide Tier 2/3 technical support, handling escalated issues and ensuring timely resolution.
• Lead, coach, and mentor Service Desk team members; oversee daily operations including workload distribution, queue management, and performance feedback
• Support onboarding/offboarding including workstation setup and user orientation.
• Monitor service desk metrics and ensure service levels are met or exceeded.
• Identify recurring problems and recommend long-term solutions or process improvements.
• Collaborate with other members of the Business Technology team to align support services with national standards and enterprise goals.
• Serve as a key liaison between end users and technical teams, translating business needs into actionable support plans.
• Assist in asset management and ensure compliance with hardware/software standards.
• Promote the use of knowledge base articles and contribute to documentation for consistency and efficiency.
• Help support 200+ employees in the Toronto and surrounding offices
• Offer additional remote support to approximately 700 employees in other offices across Canada
• Oversee the Network & Support Specialists in the deployment and maintenance of network systems and servers
• Communicate with managers and staff to understand business needs, promote utilization of systems, and achieve adherence to standards
• Supervisor and mentor other IT staff, including performing annual employee reviews

Professional Qualifications

Education

• Diploma or Degree in IT-related studies from accredited college or university, or equivalent experience
• Microsoft/Networking Certifications an asset

Experience

• 5+ years of experience in technical support, with at least 1–2 years in a leadership or mentoring capacity.
• Experience in supporting engineering applications and environments (e.g., CAD) is an asset. ITIL Foundation or relevant service management experience preferred.

Competencies and Attributes:

• Proficiency in Microsoft environments (Windows 10/11, Office 365, Active Directory).
• Familiarity with ticketing systems, remote support tools, and knowledge base platforms.
• Excellent problem-solving skills with a strong customer service orientation.
• Proven ability to lead and motivate a small team in a fast-paced, support-driven environment.
• Strong interpersonal and communication skills, both written and verbal.
• Ability to manage competing priorities and resolve conflict constructively.
• Willingness to roll up sleeves and assist directly with hands-on support when needed.
• Virtualization technologies, e.g. VMware
• Experience troubleshooting mobile devices (Tablets, Smartphones, etc.).
• Knowledge of backup and imaging procedures and tools
• Ability to interact professionally with all levels of business personnel and build strong working relationships
• Analytical problem solving ability
• Customer-focused mindset
• Enthusiasm for technology
• Flexible schedule
• Positive and respectful attitude

Rewards & Benefits

• An inspiring workplace that supports its people and recognizes great work
• Stimulating, challenging projects and development opportunities to help you grow your skills and career
• An employee owned organization providing greater opportunity
• A comprehensive financial rewards program that recognizes your success
• An extensive and generous benefits package
• A $1000 annual spending account that promotes health, wellness, and an active lifestyle

We appreciate the interest and efforts of all applicants; however only those short-listed as candidates will be contacted. Upon request, accommodations are available for any persons with disabilities participating in the selection process.

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