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.

Core Responsibilities & Duties

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

Qualifications

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

Preferred Certifications

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

Experience

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 can all contribute. As a global media company, we recognize our platform and opportunity to influence change and promote a more inclusive world. We know what we create, distribute, and produce is better with a diverse workforce. In recruiting for our teams, we encourage applications from individuals of all backgrounds (who are eligible to work in Canada) and welcome the unique contributions each person brings.

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