Team Lead, IT Helpdesk

Information Technology

Victoria or Vancouver Lower Mainland

The Opportunity

At BC Ferries, we connect coastal communities and support millions of passengers every year. Behind every smooth sailing is a reliable and responsive team of dedicated professionals; and that includes our IT team.  

We are looking for a Team Lead, IT Helpdesk to lead our front-line IT support function. In this role, you will oversee the day-to-day operations of the service desk, ensuring high-quality, responsive support for end users across the organization. You’ll combine hands-on technical expertise with strong leadership to guide your team, improve processes, and deliver exceptional service.

If you’re passionate about people leadership, service excellence, and continuous improvement, this is your opportunity to make a meaningful impact.

The Role

Reporting to the Manager, IT Customer Care & Help Desk, this role is integral to the achievement of company objectives, and you contribute value through key areas of oversight such as:

• Ensuring the quality and continuity of staff skills by providing input into hiring, developing, and training; directing and overseeing the day‑to‑day work of staff;
• Developing staff capabilities and quality through extensive onboarding, training, and quality‑control activities;
• Establishing relevant KPIs for the IT Helpdesk and producing management reports on overall team performance;
• Establishing and fostering a highly motivated, committed, and flexible workforce through mentoring, leadership, and professional guidance;
• Providing oversight to the IT Helpdesk team to ensure timely and high‑quality customer service;
• Providing guidance, support, and coaching to team members;
• Motivating staff to meet department‑established service levels and goals;
• Establishing and maintaining solid working relationships with peer departments and vendors to ensure service teams meet service level agreements;
• Implementing and supporting the use of established processes, tools, and methods by IT Helpdesk analysts; conducting regular audit reviews;
• Supporting the implementation of approved departmental goals and operational practices, and applying ITIL‑aligned standards as directed;
• Communicating outages to customers and IT providers, including serving as incident commander during outage bridge calls;
• Maintaining the knowledge‑base system and documentation, ensuring team members adhere to agreed‑upon content;
• Monitoring and reporting on relevant service desk metrics and service levels;
• Managing and improving IT Service Management (ITSM) systems;
• Working with Project Managers to transition new solutions into production and Level 1 support;
• Establishing and fostering a highly motivated, committed, and flexible workforce through mentoring and leadership;

What you bring to the team

Education & Certifications

• Diploma or Associate’s Degree in Information Technology, Computer Science, or a related field is required
• Bachelor’s Degree in Information Technology, Computer Science, or a related field is preferred
• ITIL v4 Foundation certification is preferred
• Advanced ITIL v4 certifications (Strategist, Specialist, or Leader) is considered an asset
• CompTIA A+ certification is considered an asset

 Experience

• 4+ years of experience in IT service desk and/or customer support environments
• 4+ years of technical experience supporting end-user devices, security systems, applications, cloud services (e.g., Microsoft 365), networks, and modern workplace technologies
• 1+ year of experience in a leadership or supervisory role
• Demonstrated experience leading, coaching, and motivating a team
• 4+ years of customer service experience

Join us!

If this sounds like your next great career move, please submit your resume and cover letter by April 14, 2026 at 11:59pm.

Additional Information

The target salary range: $77,300 – $96,600 per annum. The starting salary is determined based on the successful candidate’s knowledge and experience, and on internal equity.

"We connect communities and customers to people and places important in their lives.”

At BC Ferries, our employees are our most important assets in delivering our commitment to customer safety, service, and satisfaction. We support employment equity and diversity in the workplace, and we encourage applications from all qualified individuals including women, visible minorities, Indigenous Peoples, persons with disabilities, persons of diverse sexual orientation, gender identity or expression (LGBTQ2S+), and others who reflect our ever-changing workplace.

We appreciate the interest of all applicants; however, only those selected for an interview will be contacted.