Lead, Service Desk

About the Opportunity

Taiga Building Products Burnaby is seeking an experienced Service Desk Supervisor to lead and mature our Service Desk as a high-performing, customer-focused business function. This role is ideal for a hands-on people leader who can develop staff, introduce structure and accountability, improve service management practices, and support the successful delivery of technology and operational initiatives.

The Role

As Service Desk Supervisor, you will provide leadership and operational direction for the end-user support function. You will help establish a professional, reliable, and business-aligned Service Desk by setting clear expectations, coaching team members, optimizing workflows, managing escalations, and using service data to drive measurable improvement.

You will also lead and coordinate service desk projects, process changes, user communications, training, and adoption activities from planning through stabilization.

Why Join Taiga?

We are an established international wholesale distributor of building products, with branches across Canada and the U.S. With over 50 years of reliable service, we are a publicly listed company on TSX, offering competitive compensation and a full benefits package.

What You’ll Do

People Leadership and Team Management

• Lead, coach, and develop Service Desk staff while building a culture of accountability, collaboration, professionalism, and customer service excellence.
• Set clear roles, responsibilities, performance expectations, work standards, and development plans for team members.
• Manage daily staffing, scheduling, workload allocation, attendance, coverage, and competing operational priorities.
• Conduct one-on-one meetings, performance reviews, coaching sessions, and team meetings while addressing performance concerns constructively.

Service Desk Operations and Governance

• Build and mature a structured Service Desk operating model, including intake channels, ticket categorization, priority definitions, assignment practices, escalation paths, and service ownership.
• Oversee incidents, service requests, escalations, major issues, and backlogs to ensure timely, consistent, and business-appropriate resolution.
• Define, monitor, and report on service levels, key performance indicators, ticket quality, customer satisfaction, backlog health, first-contact resolution, and trend data.
• Ensure onboarding, offboarding, access requests, asset coordination, and user support activities are controlled, documented, and completed consistently.

Process Improvement and Service Management

• Apply ITIL-aligned practices to strengthen incident, request, problem, change, knowledge, and service level management.
• Assess current processes, identify gaps and implement practical improvements that improve quality, speed, consistency, and user satisfaction.
• Use root cause analysis, trend reporting, standard operating procedures, knowledge articles, and support playbooks to reduce recurring issues.
• Champion automation, self-service, shift-left support, standardized request fulfillment, and continuous improvement initiatives.

Project and Implementation Leadership

• Lead or coordinate Service Desk and end-user technology projects from requirements and planning through implementation, handover, and post-launch review.
• Develop project plans, schedules, resource requirements, risks, dependencies, communications, testing plans, training materials, and support models.
• Coordinate system upgrades, tool deployments, hardware refreshes, communication platform changes, and new or improved support processes.
• Plan user communications, training, change adoption, launch support, stabilization activities, and lessons learned.

Stakeholder, Vendor, and Customer Management

• Build trusted relationships with employees, business leaders, technical teams, vendors, and external service providers.
• Communicate service performance, risks, major issues, planned changes, and improvement priorities clearly to IT management and business stakeholders.
• Manage vendor escalations and service commitments while maintaining a customer-first approach that balances urgency, security, risk, resources, and business impact.

What We’re Looking For

• 5+ years of progressive experience in IT support, Help Desk, or Service Desk operations, including at least 2 years in a supervisory, team lead, or people-management capacity.
• Demonstrated experience coaching employees, managing performance, planning workloads, developing teams, and resolving conflicts.
• Proven success building, restructuring, or maturing a Service Desk through workflows, standards, service levels, metrics, and governance routines.
• Strong understanding of ITIL concepts and practical IT service management, including incident, request, problem, change, knowledge, and service level management.
• Experience leading or coordinating technology projects and operational implementations through planning, execution, adoption, and stabilization.
• Working knowledge of Microsoft 365, Windows environments, Microsoft Entra ID or Active Directory, endpoint support, collaboration and voice technologies, and common business applications.
• Strong leadership, organization, decision-making, communication, negotiation, and stakeholder-management skills, with the ability to set expectations, follow through on commitments, and hold the team accountable.
• ITIL Foundation certification, leadership training, project management, change management, ITSM platform, service catalog, knowledge base, self-service portal, service reporting, cybersecurity, access governance, or audit controls experience would be considered an asset.

What We Offer:

• Competitive annual salary of $70,000 to $80,000,
• Potential for bonus
• Paid vacation and sick time
• Dental care
• Extended health care
• Life insurance
• RRSP contribution
• Vision care
• Wellness
• Paid Training

How to Apply:

Please email your resume and cover letter to hr@taigabuilding.com. We wish to thank all applicants for their interest but advise that only candidates selected for an interview will be contacted.

Please note that, as part of the hiring process, candidates may be required to undergo a background check conducted through a third-party screening provider. Candidates are expected to provide accurate and complete information during the screening process. Failure to do so may lead to additional verification and delay your application.

Why Work for Taiga?

Equal opportunity employer, leading wholesale distributor of building products within North America! Check us out at www.taigabuilding.com.

Job Code: 01092026/LDSD/BR03
Posting date: September 1, 2026
City: Burnaby
Prov/State: British Columbia

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