Work Location: London, ON - Onsite - 5 days a week

Experience Required: 6–8 years

Role Description

Ability to analyze problems and develop creative solutions. Knowledge of ServiceNow ticketing tool. Understanding of ITIL and ITSM processes.

Key Responsibilities

• Manage and lead Service Desk and Deskside teams (L1 & L2 analysts).
• Handle support across multiple channels: calls, chat, self-help, and email.
• Act as the Single Point of Accountability (SPOC) for Service Desk and Deskside delivery.
• Ensure training, knowledge management, and skill development for the team.
• Track and report Service Desk performance metrics.
• Provide hands‑on support for infrastructure‑related customer issues.
• Perform hardware deployment, including hardware and OS refresh activities.
• Provide first‑level support for printers and MFP devices.
• Manage Intune for mobile device managem...