Job Description

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...