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Desktop Support Team Lead
Confirmed live in the last 24 hours
Vancouver, BC, Canada
Experience Level
Desired Skills
Android Development
Operating Systems
  • 5+ years of relevant professional work experience in supporting an enterprise desktop environment
  • Minimum of +5 years of experience with supporting Microsoft Operating Systems and Microsoft Applications on Desktop Devices
  • Minimum of 3-5 years of experience with supporting Linux Operating Systems and Linux applications on Desktop devices
  • Minimum of 3-5 years of experience supporting and managing Mobile devices
  • Microsoft MCSA, A+ Hardware, or MTA certification are considered a strong asset
  • Knowledge of IP phone systems is considered an asset
  • Expertise in troubleshooting & resolving complex technical desktop and mobile device issues, report writing, and documentation of processes, procedures, and runbooks
  • Demonstrated ability to work both collaboratively in a team environment as well as independently in an effective and organized manner in a complex and challenging environment
  • Comfortable working under pressure, in a fast-paced environment
  • Strong organization skill and initiatives
  • Resourcefulness in problem solving abilities
  • Knowledge of Microsoft Exchange PowerShell commands needed to manage Exchange features, roles, mailboxes, performance and troubleshooting
  • Expertise with mentoring others, being a high performer in an IT Operations Team, solid written and verbal communication skills, and ability to present/share knowledge and information
  • ITIL Fundamentals, working with service levels, and ITSM tools
  • Desktop Systems Management Services including GPO, SCCM, SCOM, Landscape, AirWatch, AD, ADFS, DHCP, LDAP, DFS, DNS, network shares, and PowerShell scripting
  • Expertise in supporting day to day asset and inventory management, vendor warranty repairs
  • Timely and high quality delivery of incident resolution and post-incident analysis focusing on root cause analysis, problem prevention, and re-sharing of knowledge
  • Provide quality service delivery and effective handling of any escalated issues
  • Tier 3 quality delivery of corporate desktop support services and assets including the provisioning and setup of employee hardware (desktop, laptop, mobile devices, workstations, and workspaces), Microsoft Exchange, On-boarding / Off-boarding, as needed
  • Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, and accelerated desktop provisioning
  • All Desktop asset and inventory management activities
  • Ensure that all Desktop Support Services adhere to the company's Business Continuity and Disaster Recovery Programs
  • Ability to work with little to no supervision on individual tasks, as well as team-leadership, while also contributing at a senior level to task or project strategic direction
  • Creation of needed and maintenance of relevant team knowledge base articles, runbooks, MoPs, project plans, business cases, and infrastructure or architecture documentation
  • Maintains expert knowledge of PC architecture and hardware and software capability and configurations
  • Contributes to IT recommendations on plans or programs for Desktop Support Services
  • Stays current regarding latest technologies including automation tools in support of ensuring resources are used effectively and efficiently contributing to increase productivity
  • Makes recommendations to procedural and operational changes to increase the effectiveness of Desktop Services
  • Contribute to the growth of the Desktop team by providing hands on leadership and support to team members
  • Management and forecasting of the Desktop team's recruitment and staffing needs
  • Conduct team meetings to update members on best practices and continuing expectations
  • Provide encouragement to team members, including communicating team goals, and identifying areas for new training or skill checks
  • Communicate deadlines and goals to team members
  • Work with the IT Operations Director to develop and maintain Key Performance Indicators and generate comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
  • Perform annual individual performance appraisals (IPAs) for team members and approve team members' time off requests
  • Works with each team member to prioritize and successfully deliver work assigned to the Desktop Support Services Team
Global Relay

501-1,000 employees

Compliant electronic communications platform