Lead Deskside Technician

Desktop Support Lead

Location:

Toronto, ON

Role Purpose The Site Lead (external) ensures seamless IT support and service delivery at a PMI local office, acting as the primary point of contact for end‑user support, coordinating with global and regional teams to maintain service quality and compliance.

• Manage end‑user support for selected PMI locations following our Service Level Agreements
• Engage with Market IT and business stakeholders to provide guidance for utilizing T&PE products and services, gather business requirements and collect feedback
• Liaise with IT support vendors to ensure timely and accurate service delivery
• Collaborate with IT Product Owners, Service Managers and other internal stakeholders for regular alignment
• Lead local IT projects and initiatives following PMI standards
• Execute local change management in alignment with global teams
• Conduct budget analysis and oversee budget utilization
• Manage stakeholder expectations including escalations

• Strong knowledge of ITIL processes and Project Management
• Bachelor’s degree in Information Technology, Computer Science or related field
• Proficient in Microsoft products and practical experience in Service Now for IT Service Management and support
• Experience in working in/with IT Product and Service Teams is a plus
• Excellent communication and stakeholder management
• Ability to lead on‑site teams and coordinate with global IT functions
• Ability to handle multiple tasks in a dynamic environment
• Strong customer focus and consumer‑centric mindset
• Minimum 5 years of relevant work experience

• SLA adherence
• CSAT and eNPS scores for local IT support
• Compliance with security and governance requirements
• Successful deployment of site changes and global/local initiatives

Pay Range:
Based on Experience