Service Desk Lead

Classification: Information Systems R30

Salary Range: $99,785.94 to $113,949.97 per annum (salary includes a 9.9% temporary market adjustment)

Union/Excluded: BCGEU

Security Screening: Required  

Job Type: Regular full time  

Additional Info: An eligibility list to fill future vacancies may be established. Testing may be required. Lesser qualified applicants may be appointed at a lower level.  

We are seeking a Service Desk Lead to join our team in VICTORIA, British Columbia, Canada.  

• Are you a service-oriented IT leader who thrives in fast-paced, high-impact environments? 
• This is your opportunity to lead a team that plays a critical role in how BC Pension Corporation supports its people and delivers technology services.

You will oversee the delivery of all Service Desk functions. You will provide hands-on leadership across three core areas: IT operational support; team leadership, management, and technical expertise; and service improvement initiatives, ensuring a seamless and responsive experience for all users.

You’ll lead a team of internal experts and co-op students to manage incidents, service requests, and major IT events. You’ll bring structure and clarity to complex problems, and guide your team with confidence, empathy, and technical expertise.

In this role, you’ll apply your strong planning, communication, and problem-solving skills to drive service excellence and continuous improvement. You’ll collaborate across teams, contribute to projects, and ensure the Service Desk is ready to support new technologies and evolving business needs.

This is a great opportunity for someone who enjoys solving complex challenges, mentoring others, and making a tangible impact on how technology empowers people. At BC Pension Corporation, you’ll have the support, visibility, and tools to lead with purpose. We want to hear from you!

Work Model

This position is located in our Victoria, BC office and requires full-time on-campus presence. Additional requirements are determined by the role functions and operational needs of each business area.   

Team Management & Leadership

• Lead and supervise a diverse Service Desk team including staff and students.
• Assign tasks, manage performance, resolve conflicts, and ensure adequate staffing.
• Provide visible leadership and coaching to foster team engagement and development.
• Oversee recruitment, onboarding, training, and skill development initiatives.

Service Desk Operations

• Ensure efficient handling of service requests and incidents per KPIs and SLAs.
• Manage major incident and change management processes.
• Support additional IT service functions like asset, problem, and release management.
• Handle escalations and complex client issues; coordinate with stakeholders for resolution.
• Manage vendor relationships and contracts.
• Participate in Change Advisory Board meetings and provide service improvement insights.

Continuous Service Improvement

• Drive customer-focused service enhancements based on evolving business needs.
• Stay current with technology trends to improve Service Desk processes.
• Lead service improvement initiatives aligned with industry best practices.
• Collaborate across teams to resolve root causes and implement lasting solutions.
• Identify and mitigate risks; advise senior leadership on strategies.

Corporate Project Support

• Contribute technical expertise to cross-functional projects.
• Ensure Service Desk readiness for new systems and enhancements.
• Support documentation and training for first-line support in new initiatives. 

Must Have

• Bachelor's degree in computer science, computer engineering, electronic engineering, or related field. An equivalent combination of education, training and experience may be considered.  
• Minimum five years of recent experience working within an IT Service Management environment covering and performing operational Service Desk functions or equivalent ITSM/ITIL based capabilities (including standard service requests, incidents and major incidents management, change management).
• Minimum three years of recent experience leading, managing, and supervising a team of staff, contractors, and service providers responsible for delivering IT support services (e.g. Service/Help Desk, Call Center, etc.).
• Minimum four years of hands-on experience of performing IT support functions including troubleshooting of end points (e.g. laptops, workstations, peripherals, meeting room equipment, etc.), software applications (e.g. office productivity, Microsoft Windows operating system, browsers, etc.) and supporting user users with IT issues.
• Minimum two years of experience working with IT Service Management tools (e.g. ServiceNow).
• Minimum four years of experience working with Microsoft Windows based environments (OS, Office, M365).

Nice To Have

• ITIL Foundation level certification and in depth working / practical knowledge of ITIL.

Knowledge, Skills and Abilities

• In-depth knowledge of IT Service Management framework (ITIL v3 Foundations processes), particularly request, incident, change, problem, asset, and release management.
• Able to identify, prioritize, and facilitate the solving of complex computing related problems, in a fast-paced complex and dynamic environment, under pressure and ambiguity (e.g. in the content of a major incident for instance).
• Knowledge of systems development life cycle and methodology.
• Strong critical thinking, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Exceptional facilitation and collaboration skills and ability to work with cross functional resources from various teams to solve problems.
• Advanced interpersonal skills, including relationship building and presentation/facilitation skills.
• Demonstrated leadership skills, with proven ability to motivate and influence others, resolve conflicts and build a strong team.
• Working knowledge of IT concepts (compute server side/endpoints, networking, storage, cloud, directory services, security, etc.) and on premise and cloud technologies.
• Sound planning, organization, and time management skills of self and others. Knowledge of basic project management methodology and ability to effectively work in a project team.
• Knowledge of leveraging KPIs and metrics to track and measure service quality.
• Must be willing and able to lift, push, pull and carry materials and equipment for extended periods, work in confined spaces, handle dust and various spills, and adjust work schedule on occasions.

Application Requirements

Cover letter: Please do not submit a cover letter; it will not be reviewed.

Resume: A resume is required as part of your application. Ensure your resume includes your education, the start and end dates (month and year) of your employment, and any relevant information that relate to the job requirements.

Questionnaire: As part of the application process, you will be prompted to complete an online questionnaire to demonstrate how you meet the job requirements. Responses will be used to shortlist applicants against the job requirements. Please allow approximately 15 minutes to complete this questionnaire.

Applications will be accepted until 11:59 pm PST on the closing date. Late applications will not be considered.

Diversity & Inclusion

BC Pension Corporation is an equal opportunity employer committed to establishing an inclusive, equitable, and accessible environment for all. All qualified applicants will receive consideration for employment without regard to race, national origin, age, religion, disability, sexual orientation, gender identity or expression, marital status or any other basis protected by applicable law.  

We are committed to ensuring that reasonable accommodations are made available to persons with disabilities during the recruitment, assessment and selection processes and will provide reasonable accommodations upon request. If you require assistance or accommodation due to a disability, please email us at jobs@pensionsbc.ca.  

Thank you for your interest in working with us. We will let you know about your status in this competition as soon as possible. If you have questions about this opportunity, please email us at jobs@pensionsbc.ca. 

BC Pension Corporation is one of the largest professional pension service providers in Canada. We serve over 718,000 active and retired members and more than 1,000 plan employers, paying out nearly $500 million in benefits each month (over 5.8 billion a year) to over 233,000 retirees. One in eight BC citizens is a member of one of the five pension plans we serve. Services include providing plan information to members and employers, managing contributions and members records, paying pension benefits, and providing policy, financial and communication services to plan boards. We are a community of dedicated professionals who share common beliefs about client service and a desire to make our organization an even better place tomorrow than it is today.