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Porter Airlines Inc.

Lead, End User Compute & Service Desk

250 Yonge Street, Suite 2800, Toronto, ON, M5B 2L7, Canada

Full-time

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At a glance

Automatically prepared from the listing. Check the original description for the full requirements.

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Responsibilities

This role provides technical leadership for endpoint computing environments and supports the execution of the End User Compute roadmap. The lead will oversee endpoint lifecycle management, service desk operations, and collaborate with cross-functional teams to ensure operational stability and security.

Requirements

Candidates must have 3-5 years of experience in End User Compute or Desktop Engineering, with at least 3 years in a team or technical lead capacity. Proficiency in endpoint management platforms like Intune, MECM, and Jamf is required, along with experience supporting distributed users in high-availability environments.

Experience

2 to 5 years

Working hours

40 hours per week

Job type

Full-time

Work arrangement

Hybrid

Skills

End User Compute
Desktop Engineering
Endpoint Management
Microsoft Intune
MECM
SCCM
Jamf
Technical Leadership
Service Desk Support
Incident Management
Cybersecurity
ITSM
Zendesk
AWS Workspace
Google Suite
Team Mentorship

Visa sponsorship

Not detected in the job text

Keywords

End User Compute
Desktop Engineering
Endpoint Management
Microsoft Intune
MECM
SCCM
Jamf
Zendesk
AWS Workspace
Google Suite
ITSM
Cybersecurity
Lifecycle Management
Zero-touch Provisioning
Technical Leadership
Service Desk
Operational Support
Governance
Compliance
Vulnerability Management
Incident Management
Root Cause Analysis
KPI Tracking
Airport Operations
Infrastructure
Field Services
Device Health
Conditional Access
Remote Device Management
Endpoint Security

Original job description

Job Summary

Porter Airlines is seeking a “Lead, End User Compute & Service Desk” to join our Service Management team. This role provides technical leadership and operational support for the organization’s endpoint computing environments, which are critical to airport operations, airline corporate services, and remote operational sites.

Working closely with the Manager, Service Management, this role supports the execution of the End User Compute (EUC) roadmap, ensuring endpoint services are delivered securely, consistently, and reliably across operational and corporate environments.

The position focuses on hands-on technical leadership across Desktop Engineering, endpoint lifecycle management, and Service Desk support, while helping maintain standardized, secure, and well-governed endpoint platforms.

This role acts as a technical lead and escalation point for endpoint services and Service Desk operations, collaborating with Cybersecurity, Infrastructure, and operational teams to maintain strong endpoint security posture and operational stability.

If you bring a strong technical foundation in endpoint management, a collaborative mindset, and a passion for delivering reliable end-user services, this role may be a strong fit.

Duties & Responsibilities

Operations & Platform Support

Support the execution of the End User Compute roadmap under the direction of the Manager, Service Management.
Contribute to the standardization and lifecycle management of endpoint platforms across corporate and airport environments (Windows, macOS, mobile devices, specialized operational endpoints).
Assist with the modernization and optimization of endpoint management platforms, including Microsoft Intune, MECM/SCCM, and Jamf.
Support development of zero-touch provisioning and remote device management capabilities for distributed staff and airport locations.
Help maintain endpoint configuration standards, personas, and device specifications across the organization.

Security & Compliance Support

Work with Cybersecurity to track and remediate endpoint vulnerabilities, patching compliance, and device health.

Assist with implementing device compliance and conditional access policies across the endpoint fleet.

Support adherence to security and governance frameworks and internal standards.

Service Desk & Operational Support

Provide technical leadership and escalation support for Service Desk and Desktop Support teams.
Assist with prioritization and resolution of complex incidents, problems, and service requests.
Support root cause analysis and recurring incident reduction initiatives.
Contribute to improving operational procedures, knowledge articles, and documentation.

Collaboration & Technical Leadership

Serve as a technical lead and subject matter expert for endpoint technologies within the Service Management team.
Provide guidance and mentorship to Service Desk and Desktop Support staff.
Collaborate with Infrastructure, Cybersecurity, and Field Services teams to support operational endpoint requirements..
Participate in the tracking and reporting of operational KPIs and service performance metrics.

Operational Environment Support

Assist in maintaining reliability of operational endpoint resources, including meeting room technologies, printers, Wi-Fi access points, and locally connected devices.
Support mission-critical operational and executive endpoints when escalation or specialized support is required.

Behavioural Competencies

Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
Teamwork: Working collaboratively with others to achieve organizational goals.
Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications

3-5 years of experience in End User Compute/Desktop Engineering/Endpoint Management
Minimum 3 years as a team lead or technical lead capacity
Experience supporting distributed users across high-availability environments
Familiarity with AWS Workspace, Google Suite, ITSM Tools - Zendesk and Wikis
Exceptional ability to explain, inform, and reinforce technical standards to both technical and non-technical stakeholders
Demonstrated experience leading teams, including the ability to schedule, control, and delegate work effectively
Experience creating governance or compliance documentation that helps certify controls are in place and audit-ready

Location

Toronto Downtown Office (250 Yonge Street)

Company Description

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves North America, including a coast-to-coast domestic Canadian network, the U.S., Mexico, the Caribbean and Central America. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and X.

Apply by Aug 12, 2027

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