Lead Client Service Analyst

Overview

Our clients are looking for a Lead Client Service Analyst to take ownership of technical support operations while mentoring junior analysts and ensuring exceptional service delivery across client environments. This role combines hands-on support with leadership responsibilities, making it ideal for a proactive and experienced IT professional with strong client-facing and team management skills. The ideal candidate will demonstrate a deep understanding of IT systems within the financial services sector and thrive in a fast-paced, service-oriented environment.

Key Responsibilities

• Provide advanced-level desktop and server support to clients via phone, remote tools, and onsite visits.
• Lead and mentor a team of Client Service Analysts, offering guidance, training, and ongoing performance feedback.
• Act as the primary escalation point for complex or high-priority technical issues (Tier 2/3), ensuring swift and effective resolution.
• Oversee daily operations of the service desk, ensuring adherence to SLAs and consistent quality of service.
• Manage and prioritize the team’s ticket queue, ensuring all requests are accurately tracked, updated, and resolved in a timely manner.
• Collaborate with other departments (infrastructure, engineering, account management) to ensure holistic service delivery.
• Promote a culture of continuous improvement by encouraging knowledge sharing and contributing to documentation and process enhancements.
• Develop onboarding and training plans for new hires and provide coaching on technical and soft skills.
• Maintain regular communication with key clients to ensure satisfaction and manage expectations effectively.
• Assist in planning and deploying new systems and upgrades in multi-platform, complex environments.
• Stay current on emerging technologies, particularly in Microsoft and cloud environments, and evaluate their application within the team.
• Perform additional duties and special projects as assigned.

Qualifications & Skills

• Must be fluent in English and French
• 5+ years of experience in IT support, including at least 2 years in a leadership or mentoring capacity.
• Proven expertise in troubleshooting complex issues across hardware, software, and network environments.
• Strong knowledge of Microsoft technologies, including Office 365, Active Directory, Exchange Online, and Azure.
• Familiarity with disaster recovery, VPN solutions, mobile device management, and antivirus platforms.
• Experience in the financial services industry or other high-compliance environments is highly preferred.
• Strong interpersonal and leadership skills, with the ability to motivate and guide junior staff.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Exceptional organizational and time-management abilities.
• Able to work under pressure while maintaining a high level of professionalism and service quality.
• Associate’s degree or higher (or equivalent experience); relevant certifications (e.g., Microsoft, ITIL) are a plus.