IT Support Operations Lead

About Us:

Entertainment Partners is a global organization that has been a trusted production partner to the entertainment industry for over 45 years, helping clients create and produce great shows, choose the best production location, forecast, manage and track expenses, and pay crew and talent. As a global leader in entertainment payroll, production finance and production management solutions, EP delivers integrated, digital solutions to support every phase of production. EP brings together background casting and digital production technology with the Casting Portal, the leading SaaS-based platform that has transformed the way background actors are found, hired, managed and paid, and the iconic and legendary Central Casting.

Entertainment Partners Canada is the lead provider of financial services to the entertainment industry in Canada. We provide financial services to the Motion Picture, Television and Commercial industries along with production management and accounting software services. Entertainment Partners Canada prides itself on being the best in class from a product/services perspective but we are equally proud to have been Great Places to Work certified since 2017, providing an encouraging, accepting, and interesting work experience for all of our valued employees.

Job Summary: 
The IT Support Operations Lead is responsible for the daily leadership, performance, and operational effectiveness of the Canadian Service Desk team. This role ensures high-quality customer support, adherence to service levels, and continuous improvement of service desk processes. The supervisor provides people leadership, manages escalations, and acts as a key link between the Service Desk, Application Support, Infrastructure, and IT leadership.

Key Duties and Responsibilities:
Team Leadership & People Management

1.  Provide day-to-day supervision, coaching, and support for the Canadian Service Desk Engineers
2. Manage workload distribution, shift coverage, vacation planning, and on-call support (as required)
3. Conduct regular one-on-ones, performance reviews, and skills development plans
4. Support onboarding, training, and mentoring of new Service Desk team members
5. Foster a customer-focused, collaborative, and accountable team culture

Service Desk Operations

1. Oversee daily Canadian Service Desk operations to ensure incidents and requests are handled efficiently and consistently
2. Ensure adherence to ITIL-based processes for incident, request, problem, and change management
3. Monitor queue health and ensure tickets are prioritized, escalated, and resolved within SLA targets
4. Serve as the primary escalation point for high-impact or unresolved Service Desk issues
5. Coordinate hand-offs and escalations to Application Support, Infrastructure, Security, or vendors
6. Ensure an excellent onboarding experience for new employees by coordinating account provisioning, equipment readiness, access setup, and day-one support

Performance Monitoring & Reporting

1. Track and analyze Service Desk metrics (e.g., SLA compliance, response times, ticket volumes, backlog)
2. Prepare regular operational reports for IT management
3. Identify trends, recurring issues, and improvement opportunities based on service data
4. Drive corrective actions to address performance gaps

Customer & Stakeholder Engagement

1. Act as a key point of contact for Canadian business stakeholders regarding Service Desk performance and concerns
2. Communicate effectively during major incidents, service disruptions, or priority escalations
3. Ensure consistent, professional communication with end users

Process Improvement & Quality Assurance

1. Continuously review and improve Service Desk processes, workflows, and documentation
2. Ensure knowledge base articles and standard operating procedures are current and accurate
3. Promote automation and self-service where appropriate to improve efficiency
4. Support IT initiatives related to service improvement, tool enhancements, and user experience

Tools, Security & Compliance

1. Ensure Service Desk tools (ticketing, monitoring, remote support) are used consistently and effectively
2. Enforce access management, data protection, and security policies within Service Desk activities
3. Support audits and compliance requirements related to IT support services

Application Support & Operations 

1. Provide Tier 2 support for Canadian internal line of business applications, including incident investigation, root cause analysis, and resolution
2. Monitor application performance, availability, and error logs to proactively identify issues
3. Perform regular application health checks and maintenance tasks
4. Liaise with the Facilities team to coordinate building access, workspace support, and vendor services, ensuring a safe, functional, and productive work environment
    

Qualifications:

1. Experience leading or supervising an IT Service Desk or support team
2. Strong knowledge of ITIL service management practices
3. Excellent people management, coaching, and communication skills
4. Experience with ticketing systems and service desk performance reporting
5. Ability to handle escalations, prioritize under pressure, and make sound decisions
6. Strong customer service mindset and stakeholder management skills
7. Experience supporting enterprise or line-of-business applications
8. Strong troubleshooting and analytical skills
9. Ability to communicate effectively with both technical and non-technical stakeholders
10. Strong documentation and organizational skills
11. A ITIL Foundation certification or equivalent experience would be preferred
12. Experience supporting enterprise applications and end-user environments would be considered an asset 
13. Experience working with geographically distributed teams is preferred
14. Familiarity with Service Desk automation and self-service solutions is preferred
15. Experience with SaaS, cloud-based, or enterprise applications (e.g., M365, ERP, CRM systems) is preferred
16. Experience working with third-party vendors would be considered an asset

Why Work with EP:

• Flexible work hours
• Group RRSP with employer matching
• Hybrid work environment
• Extended health and dental insurance / benefits
• Wellness Wallet (HealthCare Spending Account)
• Movie ticket reimbursement
• Casual dress code
• Employee snack program
• Employee Assistance Program (EAP)
• Work lunches and events
• Paid time off 
• Tuition reimbursement program

Working conditions

• Conditions are normal for an office environment
• Hybrid work

Compensation:
This position offers an expected compensation of $80,000–$115,000 per year, depending on skills and experience. This range reflects the anticipated salary for the successful candidate and complies with Ontario’s pay transparency requirements. 

EP Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. As only short-listed candidates will be contacted, we thank you in advance for your interest in EP!