Team Lead

Application Deadline:10/30/2026Address:4100 Gordon Baker RoadJob Family Group:TechnologyJob Description – L2 Desktop Team LeadProvides Level 2 end user support while acting as the technical lead and primary escalation point for the Desktop Support team in a 24x7x365 support environment. Monitors and restores services for critical end user-facing systems to ensure service levels are met and customer experience is maintained. Leads day-to-day operational activities, provides advanced troubleshooting support, and serves as a subject matter expert for desktop technologies, branch devices, support processes, and incident management.
Acts as the primary resource for coaching, mentoring, and developing team members, promoting knowledge sharing, technical growth, and operational excellence. Partners closely with infrastructure, application, security, and business teams to support incident resolution, major incident activities, service improvements, and technology initiatives. Utilizes ServiceNow and Power BI to analyze operational performance, produce management reporting, identify trends, and support data-driven decision making.

Key Responsibilities
Provides Level 2 support for end user-facing systems, including advanced technical troubleshooting and resolution of complex incidents.
Acts as the primary escalation point and technical lead for Desktop Support Analysts, providing guidance on complex incidents, problem resolution, support processes, and operational best practices.
Leads daily operational activities, ensuring adherence to service level agreements, support processes, operational standards, and customer service expectations.
Coaches, mentors, and develops team members through knowledge sharing, training, technical guidance, and hands-on support to strengthen team capability and performance.
Supports and maintains desktops, laptops, printers, and related peripheral technologies while providing end-to-end technology support, including workstation, application, and network connectivity troubleshooting.
Collaborates with infrastructure, application, security, business teams, and external support groups to support timely incident resolution, effective escalation, and service restoration.
Monitors service performance and proactively identifies operational issues, recurring trends, risks, and opportunities for service improvement.
Develops, maintains, and enhances knowledge articles, support documentation, runbooks, and operational procedures.
Ensures accurate and timely ticket management, documentation, and audit compliance within ServiceNow.
Creates and maintains operational dashboards, trend analysis, and management reporting using ServiceNow and Power BI to support performance reviews, operational insights, and continuous improvement initiatives.
Promotes adherence to organizational standards, operational controls, security requirements, regulatory requirements, and industry best practices.
Supports Incident and Major Incident Management activities, including triage, investigation, technical coordination, stakeholder communication, service restoration, escalation management, and post-incident follow-up activities.
Identifies recurring issues and collaborates with support teams to assist in root cause analysis, problem management activities, and implementation of permanent corrective actions.
Exercises judgment to identify, diagnose, and resolve complex technical and operational challenges while working independently in ambiguous situations.
Identifies opportunities to strengthen operational capability through process improvements, knowledge management practices, and technical development initiatives.
Broader work or accountabilities may be assigned as needed.
QualificationsTypically, 4-6 years of experience supporting enterprise desktop environments, end user technologies, and IT operations.
Previous experience providing technical leadership, coaching, mentoring, and developing technical support staff within a support organization.
Ability to lead by example and foster a collaborative, high-performing team environment.
Strong experience supporting Windows 10/11, Microsoft 365, desktop hardware, peripheral devices, and end user technologies.
Experience supporting branch technologies is considered a strong asset, including branch workstations, cheque scanners, PIN pads, cash recycler units (CRUs), and related banking peripherals.
Understanding of Information Technology operating processes, including monitoring, logging, alerting, compliance, and operational controls.
Demonstrated ability to diagnose and resolve complex technical issues using structured troubleshooting methodologies.
Advanced knowledge of support and operations practices, processes, and technologies obtained through formal training and practical experience.
Strong understanding of IT service management processes, including Incident, Request, Problem, and Change Management.
Advanced experience using ServiceNow for incident and request management, reporting, dashboard crea