Location: Richmond Hill, ON – Onsite

Position Overview

The Supervisor, Deskside is a hands‑on player/coach responsible for leading a team of Deskside Support Analysts while also providing onsite Level 2 support to deliver a high‑quality end‑user experience across multiple locations for a Canadian Financial Institution. This role oversees daily ticket queue operations, prioritization, dispatch/coverage planning, and escalations, ensuring service levels and customer expectations are consistently met. In addition to people leadership, the Supervisor supports user access and administration through Active Directory and Azure AD, leads troubleshooting efforts for escalated incidents, and coordinates hardware/software lifecycle activities across Windows and Microsoft 365 environments. The Supervisor drives operational excellence through strong governance, reporting, process documentation, knowledge management, inventory controls (including hot spares), and continual se...