Desjardins team leader coordinating management - support activities, experienced professionals, budgets, and strategic initiatives. Hybrid role based in Montréal or Lévis.
About the role
- Team Leader overseeing Desktop Services team delivering technical support for end-user technology at Medavie. Responsible for managing both remote and on-site support while improving service delivery.
Responsibilities
- Lead and develop the Desktop Services team through effective coaching, performance management, workforce planning, and employee engagement.
- Manage the daily delivery of remote and on-site support, device provisioning, software deployment, printing services, and other end-user technology services.
- Ensure incidents, service requests, and escalations are prioritized and resolved in line with service levels, security requirements, business impact, and customer expectations.
- Oversee the full lifecycle of end-user technology, including purchasing, deployment, inventory management, maintenance, replacement, secure retirement, and disposal.
- Monitor service performance, address recurring issues and risks, and improve services through standard processes, automation, documentation, and effective use of operational data.
- Lead the team’s contributions to broader corporate initiatives, including significant technology deployments, security and compliance activities, and delivery of the overall departmental roadmap.
- Build effective relationships with business and technology teams, vendors, and service providers, while serving as the leadership escalation point for significant operational issues.
- Support the financial performance of the Desktop Services team by contributing to budget development, forecasting future requirements, and identifying opportunities to improve efficiency and reduce costs.
Requirements
- Post-secondary bachelor’s degree or diploma in computer science, information technology, business, or a related field, or an equivalent combination of education, training, and relevant work experience.
- Five or more years of experience delivering and supporting enterprise technology services, preferably within Desktop Services, End User Computing, or a related IT operations environment.
- Experience supporting Windows, macOS, iOS, and Android devices, including provisioning, configuration, software deployment, printing, peripherals, and remote or deskside support.
- Knowledge of endpoint security, patching, compliance, asset management, inventory control, procurement, warranty administration, and support of the full lifecycle of a fleet of managed assets.
- Experience with IT service-management practices in an enterprise environment, coordinating with vendors, managing services to defined service levels/KPIs, and continual improvement.
- Experience using business intelligence and automation technologies to improve operational efficiency and support informed decision-making.
- English, written and spoken. French would be considered an asset.
- Reliability Status Clearance (Enhanced Level B)
Benefits
- 100% employer-paid health, dental, and vision benefits (effective Day 1)
- 100% employer-matched Defined Contribution Pension Plan
- Annual performance-based Incentive Bonus
- A gifted week of vacation in your first year + optional Vacation Purchase Program
- Support for professional development, training, and certifications
- Wellness programs, health resources, and fitness discounts
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