Senior Manager, Desktop Support

Senior Manager, Desktop Support

We 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 employees.

This 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 week.

The anticipated salary range for this role is $90,000 - $105,000 per year, with final compensation determined by experience and qualifications.

• Lead, coach, and support the desktop support team to deliver responsive and consistent end‑user service.
• Assign, prioritize, and monitor support tickets to ensure issues are resolved within established service levels.
• Act as the escalation point for complex hardware, software, and end‑user support issues.
• Oversee installation, configuration, maintenance, and replacement of desktops, laptops, printers, mobile devices, and peripherals.
• Manage endpoint support processes, including imaging, deployment, patching, upgrades, and standard software provisioning.
• Maintain accurate hardware and software inventory, asset records, and lifecycle tracking.
• Develop and maintain support documentation, troubleshooting guides, and knowledge base articles.
• Track team performance, service metrics, and recurring issues; provide regular reporting to leadership.
• Identify opportunities to improve support processes, user experience, and operational efficiency.
• Coordinate with infrastructure, security, networking, and application teams on escalations, projects, and deployments.
• Support onboarding and offboarding activities related to user accounts, devices, and access.
• Ensure adherence to IT policies, security standards, and software licensing requirements.
• Participate in planning and execution of IT initiatives, system upgrades, and endpoint‑related projects.
• Provide guidance and training to users and junior support staff as needed.

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred, or equivalent practical experience.
• Strong knowledge of Windows and macOS environments, endpoint management, and desktop support best practices.
• Experience with ticketing systems, remote support tools, and IT asset management platforms.
• Solid understanding of common business applications, hardware troubleshooting, and end‑user computing environments.
• Demonstrated ability to lead, mentor, and motivate a technical support team.
• Excellent communication, customer service, and problem‑solving skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong organizational skills and attention to detail.

• CompTIA A+, Network+, or similar IT support certifications.
• Microsoft certifications or equivalent endpoint/desktop support credentials.
• ITIL Foundation or experience working in an ITIL‑based environment.

• 5+ years of desktop support, service desk, or end‑user computing experience.
• 2+ years of experience in a supervisory, lead, or team management role preferred.
• Experience handling escalations and coordinating with other IT teams on technical issues and projects.
• Experience improving support processes, documentation, and service metrics is an asset.
• Experience supporting a mix of office, remote, and mobile users is preferred.

At Blue Ant Media, we believe promoting equity, diversity, and inclusion is everyone’s responsibility. We encourage applications from individuals of all backgrounds (who are eligible to work in Canada) and welcome the unique contributions each person brings.