ITIL Support Lead (ID#4502)

Vancouver, BC Time

We are seeking an ITIL Support Lead to help our client with the design and delivery of digital health tools and platforms to support the ongoing evolution of a connected health system and digitally enabled health care.


Service Desk

  • Build and manage operational support processes
  • Oversee resources to address feedback from citizens received through the “Contact Us” email address
  • Liaise with Product Owner and OCM lead for service desk training
  • Plan and manage service desk coverage
  • Chair daily support stand up
  • Report statistics to portfolio leads/executives

Incident Management

  • Lead incident support meetings
  • Manage incident management process
  • Coordinate escalated incident response process
  • Manage ticket system (Jira or other) and knowledge base (Confluence)
  • Report statistics to portfolio leads/executives
  • Facilitate continuous improvement

Operations Management

  • Build out an operational support approach and required documentation that will support continued user growth
  • Manage operational team’s roles and responsibilities
  • Establish formalized support process with partners
  • Communicate and liaise with operations partners around upgrades/maintenance for respective systems
  • Liaise with other projects and portfolios for alignment and integration of support models as required
  • Support operational model enhancement opportunities and initiatives
  • Lead and support Business Continuity Planning, risk monitoring, and ongoing documentation management


  • 4+ years of experience as a Support Lead
  • Ability to manage multiple projects / initiatives
  • Excellent communication and interpersonal skills to effectively manage a team and interact with customers
  • Strong technical knowledge of the platform being supported, including its architecture, configuration, and integration points
  • Proficient in troubleshooting technical issues and identifying root causes of problems
  • Ability to work well under pressure and manage multiple priorities simultaneously
  • Experience in developing and implementing support processes and procedures to improve support delivery
  • Knowledge of ticketing systems and other support tools and technologies
  • Extensive understanding of ITIL framework and service management best practices
  • Strong analytical and problem-solving skills to quickly identify and resolve complex issues
  • Excellent interpersonal skills to support resource engagement and facilitation across teams
  • Strong ability to troubleshoot and resolve IT issues with external partners
  • Experience managing process improvement initiatives
  • Experience managing a help desk team or similar leadership experience
  • Preferred Qualifications:
    • Experience working in BC Healthcare
    • Jira Service Management experience
    • Salesforce administrative support

If you have this expertise, and are able to work in Canada, please submit your resume. While we thank all candidates in advance for their application, only those candidates who are shortlisted will be contacted.


The hourly rate range for this position is $65 – $95, with the final rate based on consultant experience and fit for the role.