Help Desk Director

4 days ago


Oakville, Ontario, Canada Encore Market Engagement Full time

About the Job:

We are seeking an experienced IT professional to lead our Technical Support function as an IT Support Manager. The successful candidate will be responsible for overseeing and improving Help Desk processes to ensure efficiency, client satisfaction, and first-contact resolution.

Responsibilities:

  • Lead and manage Help Desk operations.
  • Improve Help Desk processes to ensure efficiency and client satisfaction.
  • Troubleshoot and configure iPads (advanced iOS expertise required).
  • Administer Office 365 and support Microsoft Office Suite, Teams, and related tools.
  • Support employee onboarding and offboarding, including new user setup and equipment preparation/shipment.

Requirements:

  • Proven experience in Technical Support Leadership and end-user support.
  • Advanced troubleshooting expertise with iOS devices, Windows laptops, and Office 365.
  • Proficiency in asset management (tracking/shipping IT equipment).
  • Hands-on experience with ticketing systems.
  • Exceptional communication skills (written and verbal) in English.

What We Offer:

  • A competitive salary of $95,000 - $130,000 per year.
  • A dynamic work environment with opportunities for growth and development.
  • A comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.


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