Lead Desktop Support

Rocky View County•Rocky View County, AB

3d•CA$90,995•Hybrid

About The Position

The Desktop Support Lead serves as the senior technical resource for the Service Desk team, providing advanced troubleshooting, team leadership, incident coordination, and mentorship to Desktop Support Technicians. This role ensures efficient end-user support operations, manages communication during IT incidents and changes, develops team capabilities, and acts as the primary escalation point for complex technical issues.

Requirements

A minimum of 4 years of progressive experience in IT support, with at least 2 years in a senior or advanced technical role along with a diploma or degree in Information Technology, Computer Science, or a related field.
Experience mentoring or training junior staff
Experience with incident management processes and major incident coordination
Strong written communication skills for crafting clear, non-technical user notifications
Ability to assess incident severity and coordinate appropriate response levels
Familiarity with ITIL incident management principles (or equivalent framework)
Advanced troubleshooting skills for hardware, software, and network issues.
Familiarity with server and storage administration, including virtualization technologies.
Knowledge of security best practices and experience implementing patches and updates.
Device Lifecycle management, Inventory & asset management, mediation and conflict resolution, audio/visual systems.

Nice To Haves

Experience with systems administration tasks, such as Active Directory, Group Policy, server management, and cloud environments, is highly desirable.
Certifications such as CompTIA A+, ITIL Foundation, Network+, Microsoft Certified: Azure Fundamentals, or equivalent are an asset.
Proficiency in managing and deploying systems using tools such as SCCM, Intune, or equivalent.

Responsibilities

Serve as a senior technical resource within the Service Desk team, providing advanced troubleshooting and resolution for complex hardware, software, and network issues.
Mentor and guide Desktop Support Technicians through one-on-one meetings, fostering skill development and knowledge sharing to enhance team performance.
Act as an escalation point for unresolved incidents, ensuring timely and effective resolution while maintaining clear communication with end-users.
Develop and deliver training materials and oversee training of desktop support technicians to improve the technical capabilities of the Service Desk team.
Collaborate with the Systems Administrator to ensure seamless integration between desktop support and systems administration functions.
Support the Systems Administrator with scheduled maintenance tasks under direct supervision.
Learn server, storage, and cloud environment concepts through shadowing and assigned projects.
Deploy patches and updates to end-user devices following established procedures.
Assist with testing and validation of infrastructure changes in non-production environments.
Serve as the primary coordinator for IT incidents affecting multiple users or critical systems.
Triage incoming incidents to assess impact, urgency, and required response level.
Coordinate response efforts across IT team members and external vendors during major outages.
Draft and distribute timely communication to affected users regarding incidents, planned changes, and service updates.
Maintain incident status updates throughout resolution, ensuring stakeholders remain informed.
Document incident timelines, root causes, and resolutions in the ticketing system.
Conduct post-incident reviews to identify lessons learned and process improvements.
Manage the IT communication calendar for planned maintenance windows and system changes.
Participate in the ticket queue on an ongoing basis, prioritizing complex and escalated tickets. Increase frontline ticket participation during high-volume periods and when Technician coverage is reduced.
Handle all client service requests with professionalism, positivity, and respect, ensuring a high standard of customer satisfaction.
Work collaboratively with cross-functional teams to resolve issues and deliver projects on time and within scope.
Maintain thorough documentation of incidents, requests, and resolutions within the helpdesk ticketing system.
Build and maintain strong relationships with vendors, ensuring effective support and maximizing the value of service agreements.
Ensure compliance with all relevant legislation, policies, and standards, including privacy, security, and health and safety requirements.
Implement and enforce security best practices for end-user devices, servers, and cloud environments.
Conduct regular audits of IT systems to identify and address potential vulnerabilities.
Act in a professional and responsible manner to protect the integrity of employees and the business of Rocky View County.
Display a professional and ethical responsibility to protect privacy, use information appropriately, and maintain the confidentiality and security of all information related to employees, business, and residents of Rocky View County.
Work in accordance with the requirements established by the RVC Health and Safety Program and the Alberta OHS Act, Regulation and Code.
Take reasonable care to protect their health and safety and other persons at or in the vicinity of the worksite while they are working.
Perform other duties and special projects as assigned.