Information Technology Help Desk Manager

7 days ago

Mississauga, Canada Bay Street Staffing Full time

Manager, Client Support

Location: Mississauga, ON

Work Model: On-Site with some flexibility after 6 months.

Overview

Hiring a Manager, Client Support to lead end-to-end desktop support operations across a complex, enterprise-scale environment. This leader elevates user experience, manages the full lifecycle of user computing technology, and builds a high-performing support team that delivers reliable, efficient, and standards-aligned service across the organization.

What this role owns

Action-driven leadership of the Client Support function, including:

• Leading, coaching, and developing a team responsible for desktop, laptop, mobile, and peripheral support

• Overseeing installations, upgrades, maintenance, and access provisioning

• Building and refining processes for request fulfillment and incident resolution

• Designing and managing the user computing platform and technology roadmap

• Developing technology standards based on industry best practices

• Ensuring governance, compliance, and a strong user experience across all endpoints

Core Responsibilities

• Organize, schedule, and assign daily work across the Client Support team

• Provide direction, technical guidance, performance feedback, and skills development

• Maintain accurate procedures for software, hardware, and device support

• Monitor service quality and ensure user needs are met

• Report operational insights, risks, and recommended actions to senior leadership

• Collaborate with IT and business teams to deliver solutions and support change initiatives

• Allocate technical resources across projects, enhancements, and incident response

• Act as subject matter expert for user computing technologies and support standards

What success looks like

• Stable, high-quality support across the full user community

• Clear, documented, consistently executed support processes

• A modern, reliable user computing platform aligned with organizational needs

• A skilled, well-developed team that delivers strong customer experience

• Cross-functional alignment with IT, business teams, and governance requirements

Required Experience & Skills

• 8–10 years in IT, including desktop engineering, system administration, networking, and large-scale support environments

• Experience leading technical teams with responsibility for workflow planning, quality standards, and staff development

• Background designing, integrating, and supporting enterprise-level computing systems

• Knowledge of operating systems, networking, database administration, and system architecture

• Strong communication skills and the ability to influence, guide, and partner across technical and non-technical groups

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)

What candidates can expect

• Comprehensive benefits

• Defined benefit pension plan

• Career development opportunities

• Work in a dynamic, evolving sector with ongoing innovation initiatives

• Inclusive, supportive environment focused on collaboration and growth

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