Team Leader Desktop Support

Position Type

Permanent

If you’re looking for a fulfilling career that can make a real difference in your life, and the lives of others, you’ve come to the right place.

As a national health solutions partner, we put people first in everything we do — and that begins with our team of 8,000+ professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together, our employees are creating industry‑leading solutions in insurance, primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest — and it’s reflected in our award‑winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth, flexible work options, meaningful experiences, and supportive leadership.

Medavie is where employees can be their best selves, feel they belong, and achieve their full potential. Be part of it by applying for a position with us today.

Reporting to the Manager of End User Support, the Team Leader, Desktop Services leads a team of professionals across Canada responsible for delivering and continually improving Medavie’s end‑user computing services. The desktop services team provides technical support for, endpoint provisioning, software deployment and configuration, asset and lifecycle management, corporate printing support, and other end‑user technology services. The Team Leader ensures these services are delivered consistently and securely, in alignment with established service levels, operational processes, and business requirements.

• Lead and develop the Desktop Services team through effective coaching, performance management, workforce planning, and employee engagement.
• Manage the daily delivery of remote and on‑site support, device provisioning, software deployment, printing services, and other end‑user technology services.
• Ensure incidents, service requests, and escalations are prioritized and resolved in line with service levels, security requirements, business impact, and customer expectations.
• Oversee the full lifecycle of end‑user technology, including purchasing, deployment, inventory management, maintenance, replacement, secure retirement, and disposal.
• Monitor service performance, address recurring issues and risks, and improve services through standard processes, automation, documentation, and effective use of operational data.
• Lead the team’s contributions to broader corporate initiatives, including significant technology deployments, security and compliance activities, and delivery of the overall departmental roadmap.
• Build effective relationships with business and technology teams, vendors, and service providers, while serving as the leadership escalation point for significant operational issues.
• Support the financial performance of the Desktop Services team by contributing to budget development, forecasting future requirements, and identifying opportunities to improve efficiency and reduce costs.

Education: Post‑secondary bachelor’s degree or diploma in computer science, information technology, business, or a related field, or an equivalent combination of education, training, and relevant work experience.

Work Experience: Five or more years of experience delivering and supporting enterprise technology services, preferably within Desktop Services, End User Computing, or a related IT operations environment.

• Experience supporting Windows, macOS, iOS, and Android devices, including provisioning, configuration, software deployment, printing, peripherals, and remote or deskside support.
• Knowledge of endpoint security, patching, compliance, asset management, inventory control, procurement, warranty administration, and support of the full lifecycle of a fleet of managed assets.
• Experience with IT service‑management practices in an enterprise environment,…