Team Lead, Desktop Support Specialist

Sentinel Dock & Door Solutions•Oakville, ON

1d•CA$85,000 - CA$100,000•Onsite

About The Position

Wallace and Wallace, an ASSA ABLOY branded company, is seeking a Team Lead, Desktop Support Specialist based in Oakville, Ontario, to provide technical leadership and oversee day-to-day IT support across our Toronto and Quebec locations. 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.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
5-7 years of progressive experience in desktop, endpoint, field, or onsite IT support.
Previous experience serving as a technical lead, escalation point, mentor, or project lead.
Advanced troubleshooting skills across Windows, macOS, Microsoft 365, mobile devices, printers, conferencing technology, and enterprise applications.
Experience with endpoint management tools such as Microsoft Intune, Configuration Manager (SCCM), or similar platforms.
Strong knowledge of Active Directory, Microsoft Entra ID, Group Policy, user provisioning, and access management.
Solid understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and general network troubleshooting.
Experience with ITSM platforms such as ServiceNow and ITIL-based support processes.
Proven ability to coordinate workloads, lead escalations, prioritize competing demands, and drive issues to resolution.
Strong communication, relationship-building, and customer service skills.
Ability to confidently support senior leaders and executive stakeholders.
Highly organized with strong documentation, analytical, and problem-solving skills.
Ability to provide hands-on onsite support, including installation and movement of IT equipment.
Willingness to participate in occasional after-hours support activities.
Ability to travel regularly between local sites and occasionally to other locations across Canada as business needs require.

Nice To Haves

ITIL Foundation, Microsoft, CompTIA A+, Network+, Security+, or similar certifications.
Experience supporting manufacturing or multi-site environments.

Responsibilities

Act as the senior onsite IT point of contact, coordinating daily support activities and ensuring high-quality service delivery.
Lead the resolution of complex desktop, endpoint, network, collaboration, printing, and application issues.
Coordinate support priorities, manage escalations, and collaborate with infrastructure, security, and application teams to drive resolution.
Provide technical guidance, coaching, and mentoring to IT support staff and service partners.
Oversee the deployment, maintenance, refresh, and retirement of desktops, laptops, mobile devices, peripherals, and meeting room technology.
Support onboarding, offboarding, office moves, upgrades, and other business-critical initiatives.
Ensure endpoint security, software compliance, patching, and access controls are maintained in accordance with company standards.
Maintain accurate asset inventory, licensing, warranty, and lifecycle records.
Build strong relationships with employees, managers, and executive stakeholders.
Communicate technical issues, risks, and planned activities in a clear, business-focused manner.
Lead onsite incident response, support root cause analysis, and identify opportunities for continuous improvement.
Maintain support documentation, knowledge articles, and site-specific procedures.
Lead or coordinate the onsite delivery of IT projects and technology upgrades.