Team Lead - L2 End User Desktop Support
BMO — Toronto, ON, CAN
Posted 2026-10-02
Application Deadline: 10/30/2026 Address: 4100 Gordon Baker Road Job Family Group: Technology Job Description – L2 Desktop Team Lead Provides Level 2 end user support while acting as the technical lead and primary escalation point for the Desktop Support team in a 24x7x365 support environment. Monitors and restores services for critical end user-facing systems to ensure service levels are met and customer experience is maintained. Leads day-to-day operational activities, provides advanced troubleshooting support, and serves as a subject matter expert for desktop technologies, branch devices, support processes, and incident management. Acts as the primary resource for coaching, mentoring, and developing team members, promoting knowledge sharing, technical growth, and operational excellence. Partners closely with infrastructure, application, security, and business teams to support incident resolution, major incident activities, service improvements, and technology initiatives. Utilizes ServiceNow and Power BI to analyze operational performance, produce management reporting, identify trends, and support data-driven decision making. Key Responsibilities Provides Level 2 support for end