Team Leader Desktop Support

Position Type:

If youre looking for a fulfilling career that can make a real difference in your life and the lives of others youve come to the right place.

As a national health solutions partner we put people first in everything we do and that begins with our team of 8000 professionals who bring a cross-section of diverse life experiences and career expertise to Medavie. By collaborating and innovating together our employees are creating industry-leading solutions in insurance primary care and emergency medical services that impact millions of lives in Canada each year.

Our mission is to improve the wellbeing of Canadians so that every life can be lived to the fullest and its reflected in our award-winning culture. We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits to offer opportunities for personal and professional growth flexible work options meaningful experiences and supportive leadership. Medavie is where employees can be their best selves feel they belong and achieve their full potential. Be part of it by applying for a position with us today.

The Opportunity:

Reporting to the Manager of End User Support the Team Leader Desktop Services leads a team of professionals across Canada responsible for delivering and continually improving Medavies end-user computing services. The desktop services team provides technical support for endpoint provisioning software deployment and configuration asset and lifecycle management corporate printing support and other end-user technology services. The Team Leader ensures these services are delivered consistently and securely in alignment with established service levels operational processes and business requirements.

Key Responsibilities:

• Lead and develop the Desktop Services team through effective coaching performance management workforce planning and employee engagement.

• Manage the daily delivery of remote and on-site support device provisioning software deployment printing services and other end-user technology services.

• Ensure incidents service requests and escalations are prioritized and resolved in line with service levels security requirements business impact and customer expectations.

• Oversee the full lifecycle of end-user technology including purchasing deployment inventory management maintenance replacement secure retirement and disposal.

• Monitor service performance address recurring issues and risks and improve services through standard processes automation documentation and effective use of operational data.

• Lead the teams contributions to broader corporate initiatives including significant technology deployments security and compliance activities and delivery of the overall departmental roadmap.

• Build effective relationships with business and technology teams vendors and service providers while serving as the leadership escalation point for significant operational issues.

• Support the financial performance of the Desktop Services team by contributing to budget development forecasting future requirements and identifying opportunities to improve efficiency and reduce costs.

Required Qualifications:

Education:Post-secondary bachelors degree or diploma in computer science information technology business or a related field or an equivalent combination of education training and relevant work experience.

Work Experience: Five or more years of experience delivering and supporting enterprise technology services preferably within Desktop Services End User Computing or a related IT operations environment.

Other Qualifications:

• Experience supporting Windows macOS iOS and Android devices including provisioning configuration software deployment printing peripherals and remote or deskside support.

• Knowledge of endpoint security patching compliance asset management inventory control procurement warranty administration and support of the full lifecycle of a fleet of managed assets.

• Experience with IT service-management practices in an enterprise environment coordinating with vendors managing services to defined service levels/KPIs and continual improvement.

• Experience using business intelligence and automation technologies to improve operational efficiency and support informed decision-making.

Language Skills: English written and spoken. French would be considered an asset.

Security Clearance Requirement: In conjunction with our contract with the Federal Government you will be required to have Reliability Status Clearance (Enhanced Level B). This includes Fingerprinting Criminal Record Check Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

Core Competencies:

• Leadership:Reflects a commitment to employees customers and key corporate stakeholders in own and unit activities. Hires team members to build strong teams with complementary strengths. Develops and supports career plans and learning opportunities. Fulfills obligations of human resource management.

• Engagement:Shares information vertically and horizontally and promotes collaboration among team members. Represents views and ideas of staff to management. Coaches on performance issues.

• Communication Skills:Possess superior communication skills (oral written listening) and delivers information clearly and confidently. Demonstrates the ability to tailor information and delivery to suit the nature of the material audience and situation.

• Customer Orientation:Builds rapport constructive and effective relationships and spends extra effort to put others at ease. Can understand where our clients are coming from and place the appropriate level of urgency as required.

• Execution and Organizational Skills:Prioritizes and effectively copes with change. Ability to organize work and information in a well thought out manner to deliver on specific tasks and reporting deadlines. Exhibits high levels of energy and perseverance in the pursuit of established goals.

Whatsinitforyou

Whatmakes us a different kind of employer Our award-winning culture a team who really cares unmatched training and support are all dedicated to ensuringyouare set upforsuccess.

Whatwe offer:

• Permanent full-time position with strong career growth opportunities.

• Hybrid or remote work arrangements.

• Flexible work environment and work-life balance.

• 100% employer-paid health dental and vision benefits (effective Day 1).

• 100% employer-matched Defined Contribution Pension Plan.

• Annual performance-based Incentive Bonus.

• A gifted week of vacation in your first year optional Vacation Purchase Program.

• Support for professional development training and certifications.

• Wellness programs health resources and fitness discounts.

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Pay Range:

The Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge skills qualifications experience and education/ addition to Base Pay eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment retention advancement and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

While Medavie may use automated tools including AI to support application screening candidates are expected to complete all recruitment interactions independentlywithout AI assistanceto ensure a fair and equitable process.

If you experience any technical issues throughout the application process please email: .