Helpdesk Team Lead

NFI is a leading global bus manufacturer of mass mobility solutions under the brands New Flyer® (heavy-duty transit buses), MCI® (motor coaches), Alexander Dennis Limited (single and double-deck buses), Plaxton (motor coaches), ARBOC® (low-floor cutaway and medium-duty buses), and NFI Parts™. NFI currently offers the widest range of sustainable drive systems available, including zero-emission electric (trolley, battery, and fuel cell), natural gas, electric hybrid, and clean diesel. In total, NFI supports its installed base in our buses and coaches around the world. Further information is available at www.nfigroup.com.

POSITION SUMMARY

The Helpdesk Team Lead is responsible for assisting the Helpdesk Manager with overseeing the day-to-day operations of the Helpdesk, ensuring efficient service delivery and consistent support for all end users, while providing hands-on leadership, coaching, and operational oversight to maintain service levels and ensure timely issue resolution.

WHAT YOU WILL DO:

• Lead daily helpdesk operations, including ticket management, workload balancing, and SLA performance.
• Act as the escalation point for complex issues and ensure timely resolution of incidents and requests.
• Monitor and report on service metrics, ticket quality, and operational performance.
• Support coaching, training, onboarding, and development of Helpdesk team members.
• Drive process improvements, maintain documentation, and promote ITIL-aligned best practices.
• Collaborate with IT teams to ensure effective service delivery and escalation management.
• Coordinate hardware, software, asset management, and Move/Add/Change (MAC) activities.
• Support IT projects and contribute to a professional, organized, and customer-focused work environment.

Requirements

WHAT YOU NEED TO BE SUCCESSFUL:

• Post-secondary education in IT with certifications such as A+/ITIL
• At least 5 years’ experience in IT support or a related field
• Strong customer service orientation with ticket management experience
• At least 2 years’ experience coordinating or leading a team in an operation environment
• Strong organizational and time-management skills with the ability to multitask.
• Ability to work independently and possess initiative to seek improvements.

Benefits

• Extended Healthcare Plan (Medical, Disability, Dental & Vision)
• RPP - Group RRSP
• Group Life - AD&D - Critical Illness Insurance
• Paid Time Off Benefits
• Work From Home - Flexible hours
• Training & Development
• Employee Discounts
• Employee Assistance Program - Counseling