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Team Lead, IT Service Delivery

  • Information Technology
  • Ottawa
  • Permanent

To apply, please forward your resume and cover letter by Jun 30, 2023

The Royal Canadian Mint is hiring a Team Lead, IT Service Delivery, who can thrive in a dynamic and inclusive environment.

Reporting to the Manager of IT Service Delivery, the Team Lead is responsible for providing leadership and guidance to their client-focused team and the team’s services (IT Service Desk, Desktop Support, Senior Desktop Support, Procurement, Asset Management, Audio-Video solutions) as they support the intake of IT incidents and requests, as well as other IT support activities as required. This team supports the Mint’s Digital Transformation in a significant way, and their success is dependent upon this positions’ leadership. This position will be working closely with Management in regards to our Digital Strategy including IT Service Management program planning and delivery via ITSM and ITIL best practices, looking for areas of improvement and making informed and appropriate recommendations, in addition to working closely with clients to identify needs and find solutions that meet their requirements. This position also acts as an escalation point and mentor for other members of the team, as well as the right-hand of management working closely on maturing the team, reporting for metrics, and assisting in quality assurance delivery.


Education and Experience:

  • University or college degree in Computer Science, or an acceptable combination of education, training and/or experience may be considered.
  • 7 years of strong troubleshooting skills and supporting users in a Microsoft Windows and Cloud environment with the ability to record, track, and document the service desk incidents, requests, and problem management processes
  • 4 years leading a team in a client-facing IT support environment using ITIL and ITSM driven processes, including reporting, metrics, document creation and quality assurance.
  • 3 years supporting mobile devices (iOS, Android), printers, label printers, scanners, and other peripheral hardware
  • 2 years leading or supporting IT Projects
  • Experience with Asset Management
  • Experience with Audio-Visual solutions
  • Experience with Procurement
  • Experience collaborating with Partners and Stakeholders
  • Experience managing users and licenses within a corporate Microsoft 365 environment
  • Experience managing cloud based SaaS applications in regards to identity and access management for corporate users.
  • Experience of creating and implementing process automation and task automation to ensure that the team matures and modernizes with a future thinking focus. Task automation is critical to improved efficiencies and quicker resolution with less chance of error.
  • Experience in managing and growing a service catalogue for the IT Service Desk team in an enterprise ITSM solution such as ServiceNow
  • Experience working with IT systems within a high-availability manufacturing environment is considered an asset
  • Networking and data communication experience is an asset

Skills & Ability:

  • Ability to assist with escalations as needed for remote break-fix, asset management and technical solutions
  • Ability to share knowledge openly to help others succeed
  • Mentoring and coaching to help team members fine-tune skills and capabilities, grow professionally, and stay engaged and motivated
  • Promotes innovation and guide change, while looking for opportunities to improve how work gets done, and you empower the team to do the same
  • Ability to give and gather information and to actively manage the communication process
  • Ability to convey complex information in plain language
  • Ability to anticipate new pressures and support the team in adapting to the changes
  • Ensuring timely delivery of set priorities, meeting Service Standards/Service Level Agreements
  • Triage and determine severity of incident, assist with gathering the relevant information to be able to escalate to the appropriate IT team


  • Bilingualism (EN/FR) required
  • ITIL with a focus on IT Service Management, including:
    • Incident Management
    • Problem Management
    • Knowledge Management
    • Service Request Management
    • Service Catalogue Management
    • Identity and Access Management
  • Advanced knowledge of modern Windows desktop operating systems
  • Knowledge of Enterprise wide applications such as Office, ERP (DAX/D365), Microsoft 365
  • Knowledge of common cloud based SaaS applications and how to support and administer
  • Advanced knowledge of modern computer hardware used in an enterprise environment.
  • Experienced in researching available end-user hardware such as laptops, peripherals and mobile devices
  • Experience in Asset Management and tracking of both hardware and software
  • Experience in Audio-Visual solution including set up and troubleshooting
  • Advanced knowledge of Active Directory (AD) is required