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Added 11 mins ago
YA
corporate sales manager
Yard At A Time Concrete Ltd.
Delta, BC
- Full-time
Added 11 mins ago
MJ
Agricultural Equipment Technician
Manufacturing Job Site
NB · Grand-Sault/Grand Falls, NB
- Full-time
Independently performs complex diagnostics, service repairs and maintenance work on customer and/or dealer-owned agricultural equipment. May require some direction or guidance from the…
Added 11 mins ago
BR
Sr. Marketing Manager (18 month contract)
Brookfield Residential
Calgary, AB
- Full-time
The Sr. Marketing Manager is responsible for developing and executing the Alberta Homes annual marketing strategy and budget, leading integrated campaigns and initiatives that drive lead…
Added 11 mins ago
EH
Customer Service Manager
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- Full-time
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MJ
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MI
Assistant Food and Beverage Operations Manager - Contract
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- Contract
Responds in a timely manner to customer service department request.
Added 11 mins ago
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Product Manager
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Added 11 mins ago
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Added 11 mins ago
TL
Technician - Reefer
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- Full-time
…integrity. Reporting directly to the Shop Supervisor (or Operations Manager), this role is accountable for maintaining a safe, clean, and efficient working environment while providing…
Added 26 mins ago
JD
Kitchen staff
J D Wetherspoon
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Added 27 mins ago
ME
Mechanical Designer
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Added 27 mins ago
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Cleaning Team Lead I
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- $19.42 to $20.21 CAD / hour
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Under the direction of the Business Development Manager, you will provide onsite guidance and support to participants in various commercial settings. Using a hands-on and caring approach,…
Added 27 mins ago
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Client Experience Manager
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Added 27 mins ago
Part Time Tailor
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…demonstrate reliability, accuracy, efficiency, and a strong focus on customer satisfaction. The Tailor also contributes to a positive and professional work environment by collaborating…
Added 27 mins ago
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Added 27 mins ago
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Revenue Marketing Program Manager / Gestionnaire des programmes de marketing des revenus
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Remote, Canada
- Full-time
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As the Revenue Marketing Program Manager, Canada, you will lead the Canadian Revenue Marketing strategy and the programs that bring it to life. This is a hybrid strategy and program…
Added 27 mins ago
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Sr Customer Success Manager - Bilingual (French/English) / Gestionnaire principal de la réussite client - Bilingue (français/anglais)
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Remote, Canada
- Full-time
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Added 27 mins ago
SC
Retail Assistant Manager
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Added 27 mins ago
PC
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Added 41 mins ago
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Area HR Manager
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Added 41 mins ago
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Added 41 mins ago
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Provide exceptional customer service to all Team Members, Customers and Vendors
Added 41 mins ago
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BMO

Team Lead - L2 End User Desktop Support

Toronto, ON, Canada
SCC, Canada

$55,500.00 - $120,000.00 · Full-time

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Job details

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

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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