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Added 2 mins ago
Personal Trainer
Crunch Fitness Canada
Whitby, ON
$25 to $40 CAD / hour
Full-time
…supported tools to assist with tasks such as resume screening, application organization, and candidate communications. These tools are used to support efficiency and consistency in the…
Added 2 mins ago
Development Assistant
Toronto Community Housing or Toronto Seniors Housing
Toronto, ON
Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
Added 2 mins ago
Accountant
Diamond Aircraft
London, ON
Added 2 mins ago
Aircraft Maintenance Engineer (AME) Apprentice – M1
Diamond Aircraft
London, ON
…disability. If you require accommodation at any stage of the application or interview process due to a disability, please inform the recruiter, who will work with you to determine…
Added 2 mins ago
Preschool Assistant Director
Neeginan Education, Training and Employment Services Inc.
Winnipeg, MB
Full-time
Work with leadership to coordinate training and professional development opportunities.
Added 2 mins ago
IT - Business Systems Analyst
Westerkirk
Toronto, ON
$80,000 to $120,000 CAD / year
Three to five years of experience in systems analysis, business analysis, application support, or automation development.
Added 2 mins ago
Diningroom Supervisor - Foxview Retirement Community
Claridge Homes
Ottawa, ON
Working with the Chef, responsible for training and development of new service staff as well as other staff that impact the dietary dept;
Added 2 mins ago
Supervisor of Housing Services
The Corporation of The City of St. Thomas
St. Thomas, ON
Contributes to the development and implementation of local policies and procedures related to the Housing Services department and ensures all program requirements are met.
Added 2 mins ago
Sales and Leasing Consultant
Driving Force Group of Companies Recruitment Team
BC · Langley Township, BC
…will never ask for sensitive financial information during the application…
Added 2 mins ago
IT - Senior Software Engineer
Mohawk Medbuy Corporation (MMC)
Burlington, ON · London, ON · Toronto, ON
Conduct research on emerging technologies in support of web application development efforts, and recommend technologies that will increase cost effectiveness and systems flexibility
Added 2 mins ago
Lead Optics Engineer
Honeywell Aerospace
Cambridge, ON
Full-time
…on a cross-disciplinary team that specializes in the design, development, and manufacturing of novel, state-of-the-art optical and science instruments for military, government, and…
Added 2 mins ago
Principal Mechanical Designer
Sedgman
Montreal, QC
Full-time
Participate in the development and continuous improvement of the Quality management process and system.
Added 2 mins ago
Senior Process Engineer
Sedgman
Montreal, QC
Full-time
…full project life cycle delivery company incorporating the development, project execution and ongoing operations phases of each project. Sedgman has offices in Australia, the Americas,…
Added 2 mins ago
Housekeeping Aide
Chartwell
Hamilton, ON
Part-time
Opportunities for leadership development and career growth
Added 2 mins ago
Before & After School Educator
Umbrella Family and Child Centres of Hamilton
Hamilton, ON
Part-time
If you are an internal applicant, please submit your application through this job posting by 12:00PM on 09/29/2026
Added 16 mins ago
Change and Learning Specialist
Canadian Cancer Society
Quebec, QC
Full-time
…change management processes and deliverables, including the development and delivery of training, with the goal of significantly increasing the likelihood of delivering intended benefits…
Added 16 mins ago
Change and Learning Specialist
Canadian Cancer Society
Toronto, ON
Full-time
…change management processes and deliverables, including the development and delivery of training, with the goal of significantly increasing the likelihood of delivering intended benefits…
Added 16 mins ago
Assistant Banquet Manager
Delta Hotels and Resorts®
Charlottetown, PE
Full-time
Reviews quarterly Meeting Planner Survey and participates in the development and implementation of corrective action to address service challenges; focuses on continuous improvement of…
Added 16 mins ago
Manager, Software (Embedded & Digital Products)
Wabtec Corporation
London, ON
Full-time
Lead the Embedded Software, Digital Platforms and Backend, UX and Application, and Software Test and Validation functions, creating clear priorities, strong collaboration, and shared…
Added 16 mins ago
Systems Verification & Validation Engineer
Aversan Inc.
Mill Bay, BC
$95,000 to $115,000 CAD / year
Full-time
Previous experience with test case development and execution, manual or automated. Requirements analysis experience.
Added 17 mins ago
TFT - Residential Support Worker
Canadian Mental Health Association - Windsor Essex County
Windsor, ON
Temporary
Providing skill-development on an individual or small group basis to support the development of life skills to maintain their home (such as budgeting, cooking, cleaning, hygiene, etc.).
Added 17 mins ago
Casual - Residential Support Worker
Canadian Mental Health Association - Windsor Essex County
Windsor, ON
Providing skill-development on an individual or small group basis to support the development of life skills to maintain their home (such as budgeting, cooking, cleaning, hygiene, etc.).
Added 17 mins ago
Early Childhood Educator
Vancouver Society of Children s Centres
Vancouver, BC
$27.85 to $28.74 CAD / hour
Full-time
$250 professional development dollars per year.
Added 17 mins ago
Summer FC- Grassroots Soccer Coach- Parent Volunteer
Summer FC
Mississauga, ON
Full-time
Lead fun, engaging soccer sessions for young players (ages 3-8), focusing on fundamental skill development, teamwork, and sportsmanship
Added 17 mins ago
Senior Software Engineer
Spotify
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…what you need. If you need accommodations at any stage of the application or interview process, please let us know - we’re here to support you in any way we…

BMO

Team Lead - L2 End User Desktop Support

Toronto, ON, Canada
SCC, Canada

Pay: $55,500.00 - $120,000.00
Job type: Full-time
Apply by: Oct 31, 2026
Experience: Typically, 4-6 years of experience supporting enterprise desktop environments, end user technologies, and IT operations.
Posting language: English
Posted: Oct 2, 2026

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Original job description

Application Deadline:

10/30/2026

Address:

4100 Gordon Baker Road

Job Family Group:

Technology

Job Description – L2 Desktop Team Lead

Provides Level 2 end user support while acting as the technical lead and primary escalation point for the Desktop Support team in a 24x7x365 support environment. Monitors and restores services for critical end user-facing systems to ensure service levels are met and customer experience is maintained. Leads day-to-day operational activities, provides advanced troubleshooting support, and serves as a subject matter expert for desktop technologies, branch devices, support processes, and incident management.

Acts as the primary resource for coaching, mentoring, and developing team members, promoting knowledge sharing, technical growth, and operational excellence. Partners closely with infrastructure, application, security, and business teams to support incident resolution, major incident activities, service improvements, and technology initiatives. Utilizes ServiceNow and Power BI to analyze operational performance, produce management reporting, identify trends, and support data-driven decision making.

Key Responsibilities

Provides Level 2 support for end user-facing systems, including advanced technical troubleshooting and resolution of complex incidents.
Acts as the primary escalation point and technical lead for Desktop Support Analysts, providing guidance on complex incidents, problem resolution, support processes, and operational best practices.
Leads daily operational activities, ensuring adherence to service level agreements, support processes, operational standards, and customer service expectations.
Coaches, mentors, and develops team members through knowledge sharing, training, technical guidance, and hands-on support to strengthen team capability and performance.
Supports and maintains desktops, laptops, printers, and related peripheral technologies while providing end-to-end technology support, including workstation, application, and network connectivity troubleshooting.
Collaborates with infrastructure, application, security, business teams, and external support groups to support timely incident resolution, effective escalation, and service restoration.
Monitors service performance and proactively identifies operational issues, recurring trends, risks, and opportunities for service improvement.
Develops, maintains, and enhances knowledge articles, support documentation, runbooks, and operational procedures.
Ensures accurate and timely ticket management, documentation, and audit compliance within ServiceNow.
Creates and maintains operational dashboards, trend analysis, and management reporting using ServiceNow and Power BI to support performance reviews, operational insights, and continuous improvement initiatives.
Promotes adherence to organizational standards, operational controls, security requirements, regulatory requirements, and industry best practices.
Supports Incident and Major Incident Management activities, including triage, investigation, technical coordination, stakeholder communication, service restoration, escalation management, and post-incident follow-up activities.
Identifies recurring issues and collaborates with support teams to assist in root cause analysis, problem management activities, and implementation of permanent corrective actions.
Exercises judgment to identify, diagnose, and resolve complex technical and operational challenges while working independently in ambiguous situations.
Identifies opportunities to strengthen operational capability through process improvements, knowledge management practices, and technical development initiatives.
Broader work or accountabilities may be assigned as needed.

Qualifications

Typically, 4-6 years of experience supporting enterprise desktop environments, end user technologies, and IT operations.
Previous experience providing technical leadership, coaching, mentoring, and developing technical support staff within a support organization.
Ability to lead by example and foster a collaborative, high-performing team environment.
Strong experience supporting Windows 10/11, Microsoft 365, desktop hardware, peripheral devices, and end user technologies.
Experience supporting branch technologies is considered a strong asset, including branch workstations, cheque scanners, PIN pads, cash recycler units (CRUs), and related banking peripherals.
Understanding of Information Technology operating processes, including monitoring, logging, alerting, compliance, and operational controls.
Demonstrated ability to diagnose and resolve complex technical issues using structured troubleshooting methodologies.
Advanced knowledge of support and operations practices, processes, and technologies obtained through formal training and practical experience.
Strong understanding of IT service management processes, including Incident, Request, Problem, and Change Management.
Advanced experience using ServiceNow for incident and request management, reporting, dashboard creation, trend analysis, and operational performance monitoring.
Experience participating in or leading Major Incident Management activities, including technical coordination, stakeholder communication, service restoration, and post-incident review activities.
Experience supporting remote users and hybrid workplace environments.
Strong verbal and written communication, customer service, collaboration, and stakeholder management skills, with the ability to communicate effectively with both technical and non-technical audiences.
Strong analytical, problem-solving, and decision-making skills.
Ability to prioritize competing demands and manage multiple issues simultaneously.
Data-driven decision-making skills.
Experience creating reports, dashboards, and data visualizations using Power BI.
Knowledge of banking technology environments and regulatory requirements is an asset.
Bilingual (English/French) is considered a strong asset.

Salary:

$55,500.00 - $120,000.00

Pay Type:

Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.

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More about this job

Responsibilities

The Team Lead provides Level 2 end-user support while acting as the primary escalation point and technical lead for the Desktop Support team. They are responsible for coaching team members, monitoring service performance, and utilizing tools like ServiceNow and Power BI to ensure operational excellence.

Requirements

Candidates should have 4-6 years of experience in enterprise desktop environments and technical leadership roles. Proficiency in Windows 10/11, Microsoft 365, and IT service management processes is required, along with strong analytical and communication skills.

Skills

Desktop support
Technical leadership
Incident management
ServiceNow
Power BI
Windows 10/11
Microsoft 365
Troubleshooting
Coaching
Mentoring
Hardware support
Network connectivity
Data analysis
Stakeholder management
Problem management
Change management

Benefits

Health insurance
Tuition reimbursement
Accident insurance
Life insurance
Retirement savings plans
Performance-based incentives
Discretionary bonuses

Visa sponsorship

Not detected in the job text

Keywords

Desktop Support
L2 Support
ServiceNow
Power BI
Windows 10
Windows 11
Microsoft 365
Incident Management
Problem Management
Change Management
IT Operations
Hardware
Peripheral Devices
Branch Technologies
Banking Technology
Technical Leadership
Mentoring
Data-driven Decision Making
Operational Excellence
Service Level Agreements
Major Incident Management
Root Cause Analysis
Runbooks
Compliance
Regulatory Requirements
Hybrid Workplace
Stakeholder Management
Troubleshooting
Reporting
Dashboards

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