Lead Deskside Technician
Job in
Toronto, Ontario, M5A, Canada
Listing for:
Stefanini
Full Time
position
Listed on 2026-02-17
Job specializations:
-
IT/Tech
IT Project Manager, IT Support, IT Business Analyst, IT Consultant
Job Description & How to Apply Below
Job Description Details:
Role PurposeThe Site Lead (external) ensures seamless IT support and service delivery at a PMI local offices, acting as the primary point of contact for end-user support, coordination with global and regional teams to maintain service quality and compliance.
Key ResponsibilitiesManage end-user support for selected PMI locations following our Service Level AgreementsEngage with Market IT and business stakeholders to provide guidance for utilizing T&PE products and services, gather business requirements and collect feedbackLiaise with IT support vendors to ensure timely and accurate service deliveryCollaborate with IT Product Owners, Service Managers and other internal stakeholders for regular alignmentLead local IT projects and initiatives following PMI standardsExecute local change management in alignment with global teamsConduct budget analysis and oversee budget utilizationManage stakeholder expectations including escalationsJob Requirements Details:
Skills & CompetenciesStrong knowledge of ITIL processes and Project ManagementBachelor's degree in Information Technology, Computer Science or related fieldProficient in Microsoft products and practical experience in Service Now for IT Service Management and supportExperience in working in/with IT Product and Service Teams is a plusExcellent communication and stakeholder managementAbility to lead onsite teams and coordinate with global IT functions.Ability handle multiple tasks in a dynamic environmentStrong customer focus and consumer centric mindsetMinimum 5 years of relevant work experiencePerformance MetricsSLA adherenceCSAT and eNPS scores for local IT support.Compliance with security and governance requirements.Successful deployment of site changes and global/local initiatives
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