Senior Manager, Desktop Support

Senior Manager Desktop SupportWe are seeking a Senior Manager Desktop Support to lead our end-user support function and ensure reliable high-quality technical support across the organization. This role is responsible for managing daily desktop support operations coaching team members resolving escalated issues and improving service delivery for is a new role that will report to the Senior Director I.T. and is a hybrid position requiring in-office attendance between our two (2) offices in Toronto for a minimum of three (3) days per anticipated salary range for this role is $90000 - $105000 per year with final compensation determined by experience and Responsibilities & DutiesLead coach and support the desktop support team to deliver responsive and consistent end-user serviceAssign prioritize and monitor support tickets to ensure issues are resolved within established service levelsAct as the escalation point for complex hardware software and end-user support issuesOversee installation configuration maintenance and replacement of desktops laptops printers mobile devices and peripheralsManage endpoint support processes including imaging deployment patching upgrades and standard software provisioningMaintain accurate hardware and software inventory asset records and lifecycle trackingDevelop and maintain support documentation troubleshooting guides and knowledge base articlesTrack team performance service metrics and recurring issues; provide regular reporting to leadershipIdentify opportunities to improve support processes user experience and operational efficiencyCoordinate with infrastructure security networking and application teams on escalations projects and deploymentsSupport onboarding and offboarding activities related to user accounts devices and accessEnsure adherence to IT policies security standards and software licensing requirementsParticipate in planning and execution of IT initiatives system upgrades and endpoint-related projectsProvide guidance and training to users and junior support staff as neededQualificationsBachelors degree in Information Technology Computer Science or a related field preferred or equivalent practical experienceStrong knowledge of Windows and macOS environments endpoint management and desktop support best practicesExperience with ticketing systems remote support tools and IT asset management platformsSolid understanding of common business applications hardware troubleshooting and end-user computing environmentsDemonstrated ability to lead mentor and motivate a technical support teamExcellent communication customer service and problem-solving skillsAbility to manage multiple priorities in a fast-paced environmentStrong organizational skills and attention to detailPreferred CertificationsCompTIA A Network or similar IT support certificationsMicrosoft certifications or equivalent endpoint/desktop support credentialsITIL Foundation or experience working in an ITIL-based environmentExperience5 years of desktop support service desk or end-user computing experience2 years of experience in a supervisory lead or team management role preferredExperience handling escalations and coordinating with other IT teams on technical issues and projectsExperience improving support processes documentation and service metrics is an assetExperience supporting a mix of office remote and mobile users is preferred