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Service Desk Team Lead

Information Technology
Full Time
Vancouver, BC     

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The Service Desk Team Lead fulfills a core mandate to ensure Service Level Agreements are maintained for providing support services to our internal facing customers (our employees). In addition, the Service Desk Team Lead works closely with IT Leadership on identifying opportunities for system and process improvement. This role acts as a mentor and coach to support direct reports and also acts as an escalation contact. This position is located in Vancouver and will report to the Global IT Manager.


  • Ensure the team effectively deploys new laptops, desktops, tablets and smart phones
  • Manage Service Desk metrics, KPIs, reports, dashboards, workflows and alerts
  • Assist with IT documentation relating to Service Desk
  • Set SMART goals for direct reports, including mentorship and conduct regular team meetings
  • Lead by example and provide an extra pair of hands when needed to ensure service levels are maintained
  • Act as an escalation point for customers
  • Assist in the monitoring of systems to ensure uptime and performance
  • Ensure ISO 27001 Service Desk related policies and processes are adhered to and audited
  • Lead project related tasks as assigned
  • Ensure that IT hardware and software inventories are organized and up to date
  • Research and recommend new solutions that support operational excellence in the area of Service Desk
  • Lead Service Desk team meetings
  • Ensure the team keeps up to date with the latest solutions relating to Service Desk
  • Act as the Service Desk Subject Matter Expert in promoting the use of Service Desk to all departments throughout the organization

Experience and Skills:

  • 5 or more years’ experience supporting users in an enterprise networks based on Windows Server
  • 2 or more years’ experience as a Service Desk Team Lead
  • Strong analytics skills, especially around Service Desk metrics and KPIs
  • Strong Windows, MS Active Directory and MS Exchange support skills
  • Excellent Windows 7, 8, 10 admin and troubleshooting skills
  • Extensive experience working in a Service Desk environment using a leading ticketing systems from vendors like BMC and ServiceNow
  • Experience working in a complex, dynamic enterprise environment of 500 users or more
  • Good network understanding and experience, especially Windows networks running TCP/IP
  • Experience with managing a fleet of cellular devices, both COPE and BYOD
  • Mobile Device Management experience (mainly Apple and Android devices)
  • IT Asset Management experience


  • Formal IT training with certifications like A+, Network+, MCSE or CCNA
  • University degree in Computer Science, Computer Engineering or related field preferred

Why Work For Us:
We are one of the largest software companies headquartered in downtown Vancouver. Our office is located near the waterfront where we have great views and close proximity to public transit, shops and restaurants. We produce our best results when we work together, so we’ve designed our new office to provide a bright and inspiring work environment with a variety of custom-built spaces so we can collaborate, communicate, and concentrate. We celebrate our wins in our large common areas where we hold hackathons, end of quarter celebrations, and monthly socials. We believe in a good work / life balance which is reflected in our annual employee retreat where it’s all about friends and family. To learn more about what it’s like to work at Absolute, visit the careers section of our website or visit our YouTube channel.

Absolute is an equal opportunity employer.

Posted: October 21, 2016
Closes:December 20, 2016
Email Address:
Company Info
201-500 employees

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About Absolute

Absolute provides persistent endpoint security and data risk management solutions for computers, tablets, and smartphones.

Our customers depend on us to provide them with a unique and tr...