Service Desk Lead
Requisition ID: 401543
Position Number: 20087821
Posting End Date: April 30, 2026
City: Winnipeg
Employer: Shared Health
Site: Shared Health - Newport
Department / Unit: Digital Service Desk
Job Stream: Non-Clinical
Union: Non Union
Anticipated Start Date: 05/15/2026
FTE: 1.00
Anticipated Shift: Days;Evenings;Nights;Weekends
Work Arrangement: Hybrid
Daily Hours Worked: 7.75
Annual Base Hours: 2015
Shared Health leads the planning and coordinates the integration of patient- centered clinical and preventive health services across Manitoba. The organization also delivers some province-wide health services and supports centralized administrative and business functions for Manitoba health organizations.
Position Overview
Reporting to the Supervisor Digital Services – Service Desk, the Service Desk Lead provides advanced technical support and serves as a primary escalation point for Service Desk Agents. The incumbent works closely with Account Management, Infrastructure Support, Application Support, and Project teams. The Service Desk Lead assists the Supervisor in coordinating daily Service Desk activities, ensuring timely resolution of incidents and service requests, monitoring performance expectations, and supporting continuous improvement of Service Desk processes and customer experience. The Service Desk Lead position will also assume new or refresher employee training responsibilities.
Experience
- A minimum of 5 years working experience providing customer and technical support in a healthcare environment.
- Using Service Desk, incident management, and call tracking/work order tools.
- Supporting Microsoft Windows environments, Microsoft 365 applications, and related technologies.
- Troubleshooting end-user hardware, software, account and network access issues.
- Experience working in a healthcare environment (preferred).
- Experience with Microsoft SharePoint and Office Suite.
- Experience in reporting, tracking, and analyzing Service Desk performance metrics.
- Experience delivering services using ITIL best practices (preferred).
Education (Degree/Diploma/Certificate)
- Undergraduate degree and/or diploma in Computer Science, Information Technology, or a related discipline from a recognized university or community college; or an equivalent combination of education and experience supporting customers in an IT service environment.
Certification/Licensure/Registration
- ITIL Foundations Certificate (preferred).
Qualifications and Skills
- Strong knowledge of Service Desk operations.
Ability to interpret, apply, and train technical documentation. - Demonstrated leadership abilities including coaching, prioritization, and problem-solving in dynamic environments.
- Strong interpersonal skills and ability to work effectively with end-users, IT staff, health professionals, and external vendors.
Physical Requirements
- May be required to work safely in a typical computerized office environment with frequent meetings.
- May be required to travel throughout the service area requiring a valid Manitoba driver’s license and use of a personal motor vehicle.
We have a unique ability to work together to make health care better. If you want to make a difference and contribute to supporting the health of your family, friends and neighbours, please apply today.
Interested candidates should select the "Apply" icon below to upload their cover letter, resume and copy of licenses/certification.
This position requires a current satisfactory Criminal Records Check (including Vulnerable Sector Search), Child Abuse Registry Check and Adult Abuse Registry Check as conditions of employment. The successful candidate will be responsible for any service charges incurred. A security check is considered current if it was obtained no more than six (6) months prior to the start of employment.
Please note that an employee is not permitted to hold two or more positions in Shared Health that combine to equal more than 1.0 FTE.
Shared Health values and supports employment equity and workplace diversity and encourages all qualified individuals to apply. We thank all applicants but only those selected for an interview will be contacted.
We welcome applications from people with disabilities. Accommodations are available upon request during the assessment and selection process.
Manitoba healthcare employers, in partnership with the Indigenous community, are committed to increasing the representation of Indigenous People within all levels of our workforce. Indigenous applicants are encouraged to apply and to voluntarily self-identify as being of Indigenous descent in their cover letter/application.
