IT Help Desk Team Lead

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Hi there! Thanks for stopping by 👋

Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

We’re looking for a Team Lead- IT Help Desk to join our awesome Global IT team! In this role, you’ll lead a dedicated group of IT Help Desk Specialists, ensuring top-tier IT support and service delivery across the region. If you're a tech-savvy people leader with a passion for operational excellence and delivering outstanding internal service, this could be the perfect fit.

Location requirement: This is a full-time on-site role based in Montreal, Monday to Friday.

What you’ll be doing:

• Lead and mentor a regional team of IT Help Desk Specialists and local leads, fostering a collaborative, high-performing, and customer-first culture.
• Manage daily IT support operations, ensuring tickets are handled efficiently and resolved within SLA targets.
• Act as the point of escalation for complex incidents and coordinate critical issue resolution using ITIL best practices.
• Collaborate with IT teams, stakeholders, and cross-functional departments to align on support needs, communicate updates, and continuously improve service delivery.
• Standardize help desk procedures and implement process improvements to boost team performance and user satisfaction.
• Monitor KPIs, track trends, and identify service improvement opportunities.
• Work with Facilities, People & Culture, and Procurement teams to ensure smooth onboarding/offboarding and hardware/software provisioning.
• Evaluate usage of SaaS tools and drive optimization through training, documentation, and workflow improvements.
  
  

And a little bit of...

• Supporting AV hardware and tools (Zoom, Google Meet, microphones, speakers, displays, processors, etc.)
• Troubleshooting networks and connectivity (TCP/IP, DNS, DHCP, VPN, VLANs, routing, firewalls)
• Providing technical support for Mac, Windows, and mobile device environments
• Working knowledge of VoIP systems and enterprise communication tools
• Experience with MDM platforms (Jamf, Intune) and basic understanding of cybersecurity principles and how they apply to IT operations
• Creating internal documentation and support knowledge base articles
• Pitching in on projects and initiatives outside your direct scope—we’re all about teamwork!
  
  

What you need to bring:

• Strong experience in IT support or help desk environments
• At least 1 year in a hands-on IT leadership or team lead role
• Experience supporting geographically distributed teams
• 3+ years of experience with ITSM platforms
• Excellent written and verbal communication skills in English; proficiency in French is an asset.
• Strong knowledge of commonly used SaaS tools in the workplace
• Excellent written and verbal communication skills—comfortable with technical and non-technical conversations
• Proven track record of team performance management, coaching, and service excellence
• Deep familiarity with ITIL processes: Incident, Problem, and Change Management

What's in it for you?

• Join a fast-paced, high-growth company.
• Surround yourself with strong talent and enjoy continuous professional growth.
• Opportunities to learn and expand your skill set.
• Become a valued part of the diverse and inclusive Lightspeed organization.

 … and enjoy a range of benefits that’ll keep you happy, healthy and (not) hungry:

• Lightspeed equity scheme (we are all owners)
• A variety of snacks, coffee, and teas are always accessible and available in the office kitchen - Tuesday's, Wednesday's and Thursday's lunch is served. 
• Flexible paid time off policy
• Health Insurance
• Health and wellness benefit of $500 per year
• Paid leave and assistance for new parents
• Mental health online platform and counselling & coaching services
• Volunteer day

#LI-SS3

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.