e We The Right Fit For You?

Are you passionate about helping others?

Do you enjoy making a difference in people’s lives?

Do you get excited about being part of a team that believes in lifelong learning and continuous improvement?

We certainly do.

We believe that work should be a place where you can have fun while doing something meaningful.

We’re currently looking for like-minded team members to join our movement, which is to provide the very best care and service to our clients.

We’ve been redefining ourselves and working towards this ideal for over 40 years. And, as times change, we change with them. We don’t claim to be perfect, but we do want to be the best place to work in Prince Edward Island. We try very hard to be there for our clients when they need us and to guide them through the changes in their lives.

But we can’t do it alone. As healthcare becomes more complex, we continually need new ideas and expertise to best serve our team and clients.

If this sounds like you, you may be a great fit for our team!

Why Join Us?

There are lots of great employers out there, and we believe that there is a right place for everyone.

We believe in lifelong learning. We’ve been out in front of and welcomed the major evolutions in the profession over the past 40 years. And we are excited about what’s next.

We understand that your time at work is an important part of your life’s journey, so we believe in providing ongoing training and opportunities for you to advance with us and within your profession.

Finally, we believe in partnering and supporting other locally owned businesses to build stronger communities, so we’ve made arrangements with a few of them to provide you with discounts on things like home heating oil, restaurants and goods and services at local retailers.

How You’ll Spend Your Time…

Like any role, there are, of course, some precise duties that will need to be performed and we’ll tell you all about them.

But there are a few simple things that will determine your success on our team, and your enjoyment in your role.

Quite simply, treat your fellow team members as you would like to be treated.

Our most successful team members will always aim to do what is right, while keeping things simple and predictable. Our team members continuously look for opportunities to improve the clients’ experience. It’s what we believe in.

What You Will Bring To The Team

Our team is client focused and believes in a high level of attention to detail, professionalism and discretion. We also believe in lifelong learning and the ability to work under pressure. We value diverse backgrounds and what that brings to our team and we want to hear more about what makes you unique.

Qualifications:

· Diploma or degree in Computer Science, Information Technology, Business Technology, or a related field; equivalent experience may be considered.

· Minimum 5 years of progressive experience in IT support, service desk, desktop support,

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or a related technical role.

· Previous experience in a lead, senior support, coaching, coordination, or supervisory capacity is considered an asset.

· Strong understanding of IT service management practices, ticket lifecycle management, prioritization, escalation, service levels, and customer service standards.

Experience monitoring and reporting on support metrics such as response time, resolution time, backlog, customer satisfaction, and ticket quality.

· Hands-on technical experience supporting Windows workstations, Microsoft 365, user accounts, printers, mobile devices, peripherals, remote support tools, and common business applications.

· Experience developing support documentation, onboarding materials, training plans, knowledge base articles, or standard operating procedures.

· Ability to deliver clear, practical training sessions to staff and end users in a skilled and approachable manner.

· Strong communication, customer service, problem-solving, troubleshooting, and follow-up skills.

· Highly organized and dependable, with the ability to manage priorities, coordinate work, meet deadlines, and adapt to changing operational needs.

· Physically capable of lifting and moving computers, monitors, printers, and related equipment weighing approximately 25–50 lbs.

· Valid driver’s license and willingness to travel to sites and work on-site as required.

· Availability to support occasional after-hours work, scheduled maintenance, site deployments, incident response, and on-call requirements when needed.

· This position is physically located in Charlottetown, Prince Edward Island, and is an onsite role. Remote work is not available for this position.

Additional Assets:

The following certifications, tools, or equivalent experience would be considered strong assets:

· ITIL Foundation certification or practical ITSM experience

· Microsoft 365, Azure, Endpoint, or Modern Desktop certifications

· Experience with HaloITSM or other IT service management platforms

· Experience with endpoint management, imaging, Intune, device refresh planning, or hardware deployment projects

Your Role

As the IT Service Desk Lead, you will oversee day-to-day service desk operations and help ensure the IT support function delivers consistent, responsive, and customer-focused service. This role is responsible for managing service desk processes, monitoring key performance indicators, supporting strong response times, promoting customer satisfaction,

and helping the IT team continuously improve how incidents and service requests are handled.

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