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 & DutiesLead, coach, and support the desktop support team to deliver responsive and consistent end‑user serviceAssign, prioritize, and monitor support tickets to ensure issues are resolved within established service levelsAct as the escalation point for complex hardware, software, and end‑user support issuesOversee installation, configuration, maintenance, and replacement of desktops, laptops, printers, mobile devices, and peripheralsManage endpoint support processes, including imaging, deployment, patching, upgrades, and standard software provisioningMaintain accurate hardware and software inventory, asset records, and lifecycle trackingDevelop and maintain support documentation, troubleshooting guides, and knowledge base articlesTrack team performance, service metrics, and recurring issues; provide regular reporting to leadershipIdentify opportunities to improve support processes, user experience, and operational efficiencyCoordinate with infrastructure, security, networking, and application teams on escalations, projects, and deploymentsSupport onboarding and offboarding activities related to user accounts, devices, and accessEnsure adherence to IT policies, security standards, and software licensing requirementsParticipate in planning and execution of IT initiatives, system upgrades, and endpoint‑related projectsProvide guidance and training to users and junior support staff as neededQualificationsBachelor’s degree in Information Technology, Computer Science, or a related field preferred, or equivalent practical experienceStrong knowledge of Windows and macOS environments, endpoint management, and desktop support best practicesExperience with ticketing systems, remote support tools, and IT asset management platformsSolid understanding of common business applications, hardware troubleshooting, and end‑user computing environmentsDemonstrated ability to lead, mentor, and motivate a technical support teamExcellent communication, customer service, and problem‑solving skillsAbility to manage multiple priorities in a fast‑paced environmentStrong organizational skills and attention to detailPreferred CertificationsCompTIA A+, Network+, or similar IT support certificationsMicrosoft certifications or equivalent endpoint/desktop support credentialsITIL Foundation or experience working in an ITIL‑based environmentExperience5+ years of desktop support, service desk, or end‑user computing experience2+ years of experience in a supervisory, lead, or team management role preferredExperience handling escalations and coordinating with other IT teams on technical issues and projectsExperience improving support processes, documentation, and service metrics is an assetExperience supporting a mix of office, remote, and mobile users is preferredAt 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.#J-18808-Ljbffr