Overview
Service Desk Lead / Dispatch Jobs in Winnipeg, Manitoba, Canada at Evident IT
Title: Service Desk Lead / Dispatch
Company: Evident IT
Location: Winnipeg, Manitoba, Canada
The Service Desk Lead is the operational quarterback of our service delivery — the person who ensures clients feel heard, technicians stay focused, and nothing falls through the cracks. This role blends client-facing excellence with team coordination: you're the consistent, trusted voice clients hear when they reach out, and you're the person keeping the technical team accountable for quality and follow-through.
You'll handle quick technical wins yourself, triage intelligently based on real understanding of the issues, and actively drive tickets to resolution by keeping the team moving. You're measured on client satisfaction and team execution — not just tickets routed.
How We Work
At Evident IT, technical skills get you in the door, but how you show up for clients is what matters. As Service Desk Lead, you set the standard:
• Clients feel like a priority, not a ticket number. You set this tone for the team.
• We proactively communicate before clients need to follow up. No silence, no uncertainty — ever.
• Clients feel relief after interacting with us. You're often the voice that delivers that relief.
• We understand the real intent behind client requests, not just the words they use.
• We explain technical issues in a way clients easily understand — we're translators, not gatekeepers.
• We're comfortable saying "I don't know yet" while still maintaining trust — honesty builds credibility.
• Escalations are clear, complete, and require no rework or repetition from the client.
• We solve the real problem, not just close the ticket. You hold the team accountable to this standard.
• Work completed leaves the client's environment better than before.
• We maintain consistency in our tools, systems, and processes. You enforce the playbook.
• You know when to handle something yourself and when to route it — speed and quality, not ego.
• You address gaps in team performance directly and constructively. Problems don't fester.
• You model the behaviors we expect from the team. The standard you walk past is the standard you accept.
Key Responsibilities
Client Experience
• Be the primary voice for incoming client calls — calm, confident, and client-focused
• Ensure every client interaction leaves them feeling heard, informed, and confident their issue is being handled
• Translate client concerns into accurate, actionable tickets with proper context and urgency
• Proactively update clients on ticket status before they need to ask
• Handle quick-win technical issues directly (password resets, basic M365 issues, simple troubleshooting) to reduce client wait time
Team Direction & Quality
• Assign and route tickets to the right technician based on skill, availability, and urgency
• Monitor ticket queues and SLA timelines — escalate at-risk tickets before they breach
• Follow up with technicians on stalled or aging tickets to ensure timely resolution
• Review ticket quality (documentation, client communication, resolution completeness) and provide real-time feedback
• Identify patterns in team performance and flag issues to the Service Manager
• Coach L1 technicians on client communication and triage decision-making
Operational Coordination
• Coordinate scheduling for on-site visits, project work, and recurring maintenance
• Ensure accurate ticket categorization and time entry for reporting and billing
• Generate daily/weekly reports on ticket volume, SLA performance, and team utilization
• Maintain client contact information and documentation in Halo PSA
• Support client onboarding by coordinating initial activities and ensuring smooth handoffs
• Identify process gaps or inefficiencies and recommend improvements to the Service Manager
• Process hardware and software orders, ensuring accurate invoicing and delivery tracking
Required Qualifications
• 2-4 years of experience in IT support, service desk, or client-facing technical coordination
• Excellent phone presence and client communication skills — you're the voice clients trust
• Proven ability to manage multiple priorities while maintaining composure under pressure
• Experience directing or coordinating the work of others (formal or informal leadership)
• Strong understanding of IT support workflows and ticket lifecycle management
• Basic technical troubleshooting skills (Windows 10/11, Microsoft 365, password/account issues)
• Experience with PSA/ticketing systems (Halo PSA, ConnectWise, Autotask, or similar)
• Attention to detail and commitment to documentation quality
• Ability to give direct, constructive feedback to team members
• Proficiency with Microsoft 365 (Outlook, Teams, Excel)
Nice to Have
• Experience in an MSP or managed services environment
• Familiarity with RMM tools (N-able N-Central, Datto, ConnectWise Automate)
• Background in customer service leadership or team supervision
• Experience with SLA management and service metrics reporting
• Knowledge of ITIL fundamentals or service management frameworks
• Experience supporting construction, manufacturing, or non-profit organizations
What Success Looks Like
• Clients consistently report feeling informed and confident when they call us
• Tickets are routed correctly the first time, with complete information
• SLA breaches are rare because at-risk tickets are caught and escalated early
• The technical team knows what's expected and receives timely, direct feedback
• Stalled tickets are the exception, not the norm — you keep things moving
• The Service Manager can trust that day-to-day operations are running smoothly
