Team lead - l2 end user desktop support

BMO Financial Group; Toronto; On-site; CAD 56,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Disability insurance

Life insurance

Retirement savings plans

Job summary

BMO Financial Group recherche un Leader d'équipe Desktop Level 2 à Toronto, responsable du support utilisateur et du leadership technique du Desktop Support dans un environnement 24x7x365. Vous encadrez l'équipe, traitez les incidents complexes et améliorez les processus.

Vous collaborez avec les équipes infrastructure, sécurité et métier, participez à des déploiements et à des initiatives technologiques, et utilisez ServiceNow et Power BI pour les indicateurs et les rapports opérationnels.

Qualifications

• Supports end user environments with advanced troubleshooting and incident resolution.
• Leads Desktop Support Analysts and guides on complex incidents and processes.
• Promotes knowledge sharing and team development for operational excellence.
• Uses ServiceNow and Power BI for performance analysis and reporting.

Responsibilities

• Provides Level 2 end user support and complex incident resolution.
• Acts as technical lead and escalation point for Desktop Support Analysts.
• Leads daily operations, ensures SLA compliance and customer service expectations.
• Coaches and mentors team members to strengthen capability and performance.
• Maintains desktops, laptops, printers and peripherals and supports connectivity.

Skills

End user support

Technical leadership

Troubleshooting

Communication skills

Tools

ServiceNow

Power BI

Windows 10/11

Microsoft 365

Job description

Date limite pour présenter sa candidature :

10/30/2026

Adresse :

4100 Gordon Baker Road

Groupe de famille d'emploi :

Technologie

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.

Salaire :

$55,500.00 - $120,000.00

Type de rémunération :

Salaire

Ce qui précède représente la fourchette et le type de rémunération de BMO Groupe financier.

Les salaires varieront en fonction de facteurs comme l’emplacement, les compétences, l’expérience, les études et les qualifications pour le poste et pourront inclure une structure de commissions. Les salaires pour les postes à temps partiel seront calculés au prorata du nombre d’heures travaillées régulièrement. Pour les rôles à commission, le salaire susmentionné représente la cible de BMO Groupe financier pour la première année au poste.

La rémunération totale offerte par BMO variera selon le type de rémunération associé au poste et peut comprendre des primes de rendement, des primes discrétionnaires ainsi que d’autres avantages et récompenses. BMO offre également une assurance santé, le remboursement des frais de scolarité, une assurance accident et une assurance vie, ainsi que des régimes d’épargne‑retraite. Pour en savoir plus sur nos avantages sociaux, consultez le site : https://jobs.bmo.com/ca/fr/R%C3%A9mun%C3%A9ration-globale

À propos de nous

À BMO, nous sommes animés par une raison d’être commune : Avoir le cran de faire une différence dans la vie, comme en affaires. Cette raison d’être nous invite à entraîner des changements positifs et durables pour nos clients, nos collectivités et nos gens. En travaillant ensemble, en innovant et en repoussant les limites, nous transformons des vies et des entreprises et favorisons la croissance économique partout dans le monde.

En tant que membre de l'équipe de BMO, vous êtes valorisé, respecté et entendu, et vous avez plus de moyens pour progresser et obtenir des résultats. Nous nous efforçons de vous aider à obtenir des résultats dès le premier jour, pour vous-même et nos clients. Nous vous offrirons les outils et les ressources dont vous avez besoin pour franchir de nouvelles étapes, car vous aidez nos clients à franchir les leurs. Au moyen de formation et de coaching approfondis ainsi que de soutien de la direction et d'occasions de réseautage, nous vous aiderons à acquérir une expérience enrichissante et à élargir votre groupe de compétences.

Pour en savoir plus, visitez-nous à l'adresse https://jobs.bmo.com/ca/fr.

BMO s'engage à offrir un milieu de travail inclusif, équitable et accessible. Nous apprenons de nos différences et tirons notre force des gens et de leurs différents points de vue. Des mesures d’adaptation sont disponibles sur demande pour les candidats qui participent à tous les aspects du processus de sélection. Pour demander des mesures d’adaptation, veuillez communiquer avec votre recruteur.

Remarque aux recruteurs : BMO n’accepte pas les curriculum vitæ non sollicités provenant de toute source autre que le candidat directement. Tout curriculum vitæ non sollicité envoyé à BMO, directement ou indirectement, sera considéré comme la propriété de BMO. BMO ne paiera aucuns frais pour les placements découlant de la réception d’un curriculum vitæ non sollicité. Une agence de recrutement doit d’abord détenir une entente de service écrite valide et dûment signée avant d’envoyer des curriculum vitæ.