IT Service Desk Specialist/Team Lead - 12 Month Contract

IT Service Desk Specialist/Team Lead

QuadReal Property Group is a global real estate investment, operating, and development company headquartered in Vancouver, British Columbia. Its assets under management are $85 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities to invest in equity and debt in both the public and private markets. QuadReal invests directly, via programmatic partnerships, and through operating platforms in which it holds an ownership interest.

QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.

QuadReal: Excellence lives here.

We are seeking an IT Service Desk Specialist/Team Lead to join our team on a 12 month contract, leveraging ITIL expertise and strong analytical skills to enhance service delivery and user experience. In this role, you will lead the design and management of ticket triage processes, drive continuous service improvement (CSI) through data analysis, and ensure efficient ticket resolution within ServiceNow. Collaborating with teams and users, you will maintain high standards in knowledge management, asset tracking, and customer-centric support. The ideal candidate is detail-oriented, proactive, and skilled in process optimization, with a passion for improving workflows and meeting SLO/SLA targets. Level 1 support experience is a plus but not required.

Core Responsibilities

• ITIL Expertise: Leverage ITIL Foundation or Practitioner certification and knowledge of Incident Management, CSI, and process design to support service delivery.
• Leadership in Triage Processes: Lead the design and management of triage processes and teams, including structure, onboarding, process reviews, role/KPI definition, and service improvements.
• Data Analysis for Improvement: Utilize ServiceNow reporting and advanced Excel skills to analyze triage data, identify trends, and drive continuous service improvement (CSI) initiatives for ticket management and workflows.
• Ticket Triage and Management: Perform ticket triage, management, and escalation in ServiceNow, ensuring accurate logging, categorization, prioritization, and timely escalation to meet SLO/SLA targets.
• Level 1 Support: Handle basic L1 support tickets (e.g., password resets, account unlocks, initial troubleshooting), providing first-line resolution or escalation. (Nice to Have)
• Collaboration and User Experience: Foster a customer-centric culture by collaborating with users and teams for timely ticket resolution and leveraging SME knowledge in triage and L1 support to enhance user experience.
• Knowledge Management: Maintain and contribute to knowledge resources, including the knowledge repository, SOPs, and best practices, while staying current with ticket handling protocols and emerging tools.
• Asset Management: Ensure asset and inventory management records are maintained and up to date per QuadReal standards.
• Additional Duties: Perform all other duties as assigned.

Work Conditions

• Ability to work in a fast-paced, high-volume, customer-centric, and continuous improvement environment.
• Provide onsite services a minimum of 5 days/week during business hours, or as required to meet business and Service Delivery requirements.
• May be required to work a modified workday(s) or week(s) to meet business and Service Delivery requirements.

Don't have all of the above skills? Don't worry, we still want to hear from you!

The expected annualized base salary range for this role is $90,000 - $100,000. The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual's skill, experience, education and training, the market compensation of the role, and the consideration to internal equity. QuadReal offers a competitive total rewards package in addition to the base pay, which includes a performance-based incentive plan, comprehensive health & dental benefits, a defined contribution pension plan, and paid time off.