Service Desk Technical Lead

Job description

Ready to take the next step in your career? Join a global company shaping the future with technology that drives lasting impact. Hypertec is seeking an Service Desk Technical Lead to join our IT team in Montreal . If you are motivated, collaborative, and aligned with our values, we would love to hear from you. We believe that how we work is just as important as what we build. Our values reflect the mindset we bring to everything we do: - Innovation - Trust - Entrepreneurship - Customer Focus What You’ll Be Contributing: - Act as a senior technical escalation point for the Service Desk, resolving complex or high-impact issues related to software, hardware, identity, and network connectivity. - Perform advanced troubleshooting and root-cause analysis, sharing context, methodology, and reasoning to strengthen technical problem-solving across the team. - Support accurate triage by ensuring incidents and requests are correctly categorized, prioritized, and routed in line with SLAs and ITIL practices. - Collaborate with infrastructure, applications, and security teams to ensure effective escalation, smooth handoffs, and timely resolution of cross-domain issues. - Champion technical stand...