Desktop Support Team Lead jobs

Central West Specialized Developmental Services (CWSDS) is a leader in providing exceptional specialized care and support for individuals with developmental disabilities. Recognized for our commitment to excellence, CWSDS is guided by a transformative strategic plan, Project Transform, which emphasizes innovation, community inclusion, and continuous improvement. Our mission is to empower individuals to lead fulfilling lives through high-quality, compassionate care. Our recruitment efforts align with this mission, seeking dedicated professionals who are passionate about making a positive impact. Join CWSDS and be part of a team that values inclusivity, professional growth, and a brighter future.

Career Opportunity

Looking for a new and exciting job opportunity? We are looking for an IT Helpdesk Supervisor on a full time, permanent basis. This position ensures reliable and secure IT operations by providing technical support to users, managing hardware, software, and network systems, and maintaining effective security and access controls. The role supports organizational efficiency through proactive troubleshooting, system administration, and participation in IT projects, while also providing guidance and oversight to junior IT staff to promote a high level of service and teamwork.

What you Will Do

• Respond to incoming support requests via phone, email, instant messaging or in-person.
• Provide efficient and courteous technical support to resolve issues promptly.
• Assist users with hardware, software, and network problems, ensuring minimal disruption.
• Review and management of active directories.
• Manage email distribution list & exchange server credentials.
• Diagnose hardware failures, software bugs, connectivity issues, and other technical problems.
• Follow established procedures for troubleshooting and escalate issues when necessary.
• Utilize remote support tools to diagnose and fix issues remotely.
• Install, configure, upgrade, and maintain desktops, laptops, printers, smartphones and peripherals.
• Assist in deploying new equipment and retiring outdated hardware.
• Manage software licenses, updates, and patches to ensure security and optimal performance.
• Support network connectivity, VPN access, and troubleshooting of internet and intranet issues.
• Assist in implementing security measures such as antivirus, anti-malware, and data protection protocols.
• Assist in security review of credentials and systems, including company drives and folder access management .
• Administer FOB Access Control and Security Review.
• Ensuring the Surveillance System Integrity and Backup Management.
• Assist with security management of IT platforms, including but not limited to: Microsoft 365, Exchange, ADP, Zoom, Canva, AIMS, WebTracker, ADP, SSC, including setup of and maintenance of security.
• Document support requests, resolutions, and system configurations accurately.
• Maintain inventory records of hardware and software assets.
• Create and update user guides and technical documentation.
• Provide basic training to users on software applications, security best practices, and hardware usage.
• Promote awareness of cybersecurity threats and safe computing practices.
• Assist in IT-related projects such as upgrades, migrations, and implementations.
• Contribute to process improvements to increase support efficiency.
• Stay informed on emerging technologies and industry trends.
• Provide day-to-day guidance, mentoring, and support to junior IT staff or interns.
• Assign and monitor work tasks, ensuring timely completion and adherence to quality standards.
• Conduct regular check-ins and performance feedback sessions with team members.
• Coordinate staff schedules and ensure adequate coverage for support operations.
• Assist in recruitment, onboarding, and training of new IT support personnel.
• Promote a collaborative and service-oriented team environment.
• Serve as an escalation point for complex issues that require additional oversight or technical expertise.
• Other duties as assigned.

WHAT QUALIFICATIONS AND SKILLS DO YOU BRING?

• Diploma or degree in Information Technology, Computer Science, or a related field
• Minimum 3 years of proven hands-on experience in IT support, desktop support, or helpdesk roles
• Supervisory experience, an asset.
• Strong knowledge of Windows OS (Windows 10/11, Windows Server)
• Familiarity with networking concepts, TCP/IP, DNS, DHCP, and VPN
• Experiencing working with and deploying network hardware and cabling (routers, switches, access points, Cat5e/6)
• Familiarity with Exchange, Office 365, and Entra administration
• Experience with helpdesk ticketing systems
• Proficiency with remote support tools
• Experience with Active Directory, Group Policy, and user account management
• Familiarity with cybersecurity principles, data privacy, and protection
• Working knowledge of Microsoft Office products, including Outlook, Word, Excel, Access, PowerPoint
• Excellent verbal and written communication skills
• Strong problem-solving and analytical abilities
• Ability to prioritize tasks and manage multiple requests efficiently
• Relevant certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate are desirable
• A valid Ontario driver’s license and a vehicle.
• Providing proof of vaccination for COVID-19 and maintaining vaccination status as necessary from time to time during employment.

What We Offer

• Being a part of a culture that prizes innovation, collaboration and a compassionate approach to care.
• Training and professional development opportunities.
• 3 weeks vacation, statutory holidays, and 2 float days, for full time and part time staff.
• Competitive benefits program for full time and part time staff that includes extended health and dental care, comprehensive short-term and long-term disability programs, employee assistance services, and a world class pension program through HOOPP.

Commitment to EDI

CWSDS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or any other basis protected by law.

CWSDS is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, CWSDS will make accommodations available to applicants with disabilities upon request during the recruitment process. All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act.

While we appreciate all applications we receive, only candidates under consideration will be contacted.

Job Type: Full-time

Pay: $60,390.00-$72,500.00 per year

Benefits:

• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Wellness program

Application question(s):

• Do you have your own vehicle and willingness to drive across Halton and Peel Regions, to provide support at our multiple sites?
• Are you legally entitled to work in Canada?
• Are you fully vaccinated against Covid-19?

Education:

• Bachelor's Degree (required)

Experience:

• IT Support, desktop support or helpdesk roles: 3 years (required)
• supervisory: 1 year (preferred)

Work Location: In person