Original job description
<p>Sentinel Dock & Door, an ASSA ABLOY branded company, is seeking a <strong>Team Lead, Desktop Support Specialist</strong> based in <strong>Oakville, Ontario</strong>, to provide technical leadership and oversee day-to-day IT support across our Toronto and Quebec locations<strong>.</strong></p><p>As the senior onsite IT resource, you will lead support operations, manage complex technical issues, coordinate priorities, and partner with business leaders to deliver an exceptional end-user experience. This role is ideal for a hands-on IT professional who combines advanced troubleshooting expertise with strong leadership, communication, and customer service skills.</p><p><span style="text-decoration: underline;"><strong>What You Will Do:</strong></span></p><p><strong>Service & Technical Leadership</strong></p><ul><li>Act as the senior onsite IT point of contact, coordinating daily support activities and ensuring high-quality service delivery.</li><li>Lead the resolution of complex desktop, endpoint, network, collaboration, printing, and application issues.</li><li>Coordinate support priorities, manage escalations, and collaborate with infrastructure, security, and application teams to drive resolution.</li><li>Provide technical guidance, coaching, and mentoring to IT support staff and service partners.</li></ul><p><strong>Endpoint & Operational Management</strong></p><ul><li>Oversee the deployment, maintenance, refresh, and retirement of desktops, laptops, mobile devices, peripherals, and meeting room technology.</li><li>Support onboarding, offboarding, office moves, upgrades, and other business-critical initiatives.</li><li>Ensure endpoint security, software compliance, patching, and access controls are maintained in accordance with company standards.</li><li>Maintain accurate asset inventory, licensing, warranty, and lifecycle records.</li></ul><p><strong>Stakeholder & Service Excellence</strong></p><ul><li>Build strong relationships with employees, managers, and executive stakeholders.</li><li>Communicate technical issues, risks, and planned activities in a clear, business-focused manner.</li><li>Lead onsite incident response, support root cause analysis, and identify opportunities for continuous improvement.</li><li>Maintain support documentation, knowledge articles, and site-specific procedures.</li><li>Lead or coordinate the onsite delivery of IT projects and technology upgrades.</li></ul><p><span style="text-decoration: underline;"><strong>What You Will Need</strong></span></p><p><strong>Experience & Education</strong></p><ul><li>Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.</li><li>5-7 years of progressive experience in desktop, endpoint, field, or onsite IT support.</li><li>Previous experience serving as a technical lead, escalation point, mentor, or project lead.</li></ul><p><strong>Technical Skills</strong></p><ul><li>Advanced troubleshooting skills across Windows, macOS, Microsoft 365, mobile devices, printers, conferencing technology, and enterprise applications.</li><li>Experience with endpoint management tools such as Microsoft Intune, Configuration Manager (SCCM), or similar platforms.</li><li>Strong knowledge of Active Directory, Microsoft Entra ID, Group Policy, user provisioning, and access management.</li><li>Solid understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and general network troubleshooting.</li><li>Experience with ITSM platforms such as ServiceNow and ITIL-based support processes.</li></ul><p><strong>Leadership & Customer Focus</strong></p><ul><li>Proven ability to coordinate workloads, lead escalations, prioritize competing demands, and drive issues to resolution.</li><li>Strong communication, relationship-building, and customer service skills.</li><li>Ability to confidently support senior leaders and executive stakeholders.</li><li>Highly organized with strong documentation, analytical, and problem-solving skills.</li></ul><p><strong>Preferred Qualifications</strong></p><ul><li>ITIL Foundation, Microsoft, CompTIA A+, Network+, Security+, or similar certifications.</li><li>Experience supporting manufacturing or multi-site environments.</li></ul><p><strong>Travel & Work Requirements</strong></p><ul><li>Ability to provide hands-on onsite support, including installation and movement of IT equipment.</li><li>Willingness to participate in occasional after-hours support activities.</li><li>Ability to travel regularly between local sites and occasionally to other locations across Canada as business needs require.</li></ul><p> </p><p><strong>Compensation Range: </strong>$85,000 – $100,000, commensurate with experience</p>
