Team Lead, Digital Services Support (East)

Job description

Team Lead, Digital Services Support (East) The Team Lead, Digital Services Support - Eastern Canada is responsible for providing day-to-day leadership, coordination, and operational oversight for the Eastern Canada Digital Services Support team. This role combines technical expertise with people leadership to ensure the delivery of responsive, customer-focused IT support services across district offices, project sites, and executive locations throughout Eastern Canada. The Team Lead acts as the primary escalation point for the regional support team and is responsible for workload management, staff development, performance coaching, customer satisfaction, and operational excellence. The position works closely with Digital Services leadership, Infrastructure, Cyber Security, Enterprise Applications, Procurement, and ServiceNow teams to ensure a consistent and high-quality support experience. This role maintains a hands-on technical presence while providing leadership and guidance to Digital Support Technicians and Digital Site Support Technicians. What You Will Be Working On Provide day-to-day leadership, guidance, and oversight to the Eastern Canada Digital Services Support team. Act as the primary escalation point for complex technical, operational, and customer service issues. Coordinate team workload, priorities, staffing schedules, and regional support coverage. Monitor service delivery performance, ticket queues, backlogs, and service level compliance. Coach, mentor, and develop team members through regular feedback and performance management. Support recruitment, onboarding, training, and career development of support staff. Build and maintain strong relationships with district leadership, project teams, and business stakeholders. Ensure effective support for district offices, project sites, and executive/VIP users throughout Eastern Canada. Lead planning and coordination of office openings, project mobilizations, relocations, and site deployments. Drive continuous improvement initiatives focused on customer experience, operational efficiency, and automation. Promote adoption of ServiceNow processes, knowledge management, and self-service capabilities. Oversee regional IT asset management activities, including inventory accuracy, evergreen replacements, and asset recovery. Collaborate with Infrastructure, Cyber Security, Enterprise Applications, Procurement, and ServiceNow teams to resolve issues and deliver projects. Ensure compliance with corporate IT standards, security requirements, and governance processes. Prepare and report on operational metrics, service trends, risks, resource requirements, and improvement opportunities to management. What We Are Looking For Diploma or degree in Information Technology, Computer Science, Information Systems, or a related field. 10+ years of progressive experience in enterprise IT support and service delivery. 5+ years of leadership, supervisory, mentoring, or team coordination experience. Strong knowledge of Microsoft 365, Active Directory/Entra ID, Intune, and endpoint management technologies. Experience supporting ServiceNow ITSM, ticket management, and service delivery processes. Knowledge of IT asset management, CMDB concepts, hardware lifecycle management, and inventory controls. Demonstrated ability to lead technical teams, manage priorities, and coordinate regional support operations. Excellent customer service, stakeholder management, communication, and relationship-building skills. Strong analytical, troubleshooting, problem-solving, and decision-making abilities in complex environments. Ability to travel throughout Eastern Canada to support offices, project sites, and business operations as required. For Those Who Seek to Redefine The greatest achievements in history are borne from the greatness within people – where human potential meets vision, and passion fuels evolution. Unlocking this potential is the most important thing we do at Bird. As a leader in Canadian construction for over 100 years, the impact of our team is etched deeply within the core of our legacy. Beyond Bird, this impact is felt in the fundamental aspects of our everyday lives. From the critical infrastructure we depend on, to the energy and resources that keep us moving - we are powering our communities and shaping Canada’s skylines coast-to-coast-to-coast. Entrenched in the foundation of a culture built more than a century ago is an enduring quest to reimagine what is possible. Our impact is greater than ever, and we are looking for those who seek to redefine their story. What We Believe In We Put Safety First A healthy and safe work environment is non-negotiable. We build a culture of operational and psychological safety through engagement, learning and leadership. We Lead With Honesty We speak and act with integrity, clarity and care so people can trust our word and our work. Being honest means we can deliver the best outcomes and consistent results. We Are Stronger Together Success is a team effort. Our inclusive workplace enables our combined expertise, humility and creativity to unlock our greater potential. We Are Driven To Do Great Work We built our name on quality. We have a passion for excellence in our work and relationships that honours our businesses and our industry. We Create Opportunity Rooted in a solid foundation, we adapt and grow to face the future. We are committed to elevating each other to chart the best path forward in an evolving world. At Bird, we value Diversity, Equity, and Inclusion (DE&I) and believe it is essential to our success. We will continue to listen, learn, and take action in our commitment to building progress in our organization, and the industry as a whole. Cultivating an environment where all employees feel included, seen, and have a sense of belonging is core to Bird’s culture. We commit to proactively employing a workforce that reflects the communities in which we work, fostering an environment of continuous learning, and never compromising on our values.