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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 user-facing systems, including advanced technical troubleshooting and resolution of complex incidents.
• Acts as the primary escalation point and technical lead for Desktop Support Analysts, providing guidance on complex incidents, problem resolution, support processes, and operational best practices.
• Leads daily operational activities, ensuring adherence to service level agreements, support processes, operational standards, and customer service expectations.
• Coaches, mentors, and develops team members through knowledge sharing, training, technical guidance, and hands-on support to strengthen team capability and performance.
• Supports and maintains desktops, laptops, printers, and related peripheral technologies while providing end-to-end technology support, including workstation, application, and network connectivity troubleshooting.
• Collaborates with infrastructure, application, security, business teams, and external support groups to support timely incident resolution, effective escalation, and service restoration.
• Monitors service performance and proactively identifies operational issues, recurring trends, risks, and opportunities for service improvement.
• Develops, maintains, and enhances knowledge articles, support documentation, runbooks, and operational procedures.
• Ensures accurate and timely ticket management, documentation, and audit compliance within ServiceNow.
• Creates and maintains operational dashboards, trend analysis, and management reporting using ServiceNow and Power BI to support performance reviews, operational insights, and continuous improvement initiatives.
• Promotes adherence to organizational standards, operational controls, security requirements, regulatory requirements, and industry best practices.
• Supports Incident and Major Incident Management activities, including triage, investigation, technical coordination, stakeholder communication, service restoration, escalation management, and post-incident follow-up activities.
• Identifies recurring issues and collaborates with support teams to assist in root cause analysis, problem management activities, and implementation of permanent corrective actions.
• Exercises judgment to identify, diagnose, and resolve complex technical and operational challenges while working independently in ambiguous situations.
• Identifies opportunities to strengthen operational capability through process improvements, knowledge management practices, and technical development initiatives.
• Broader work or accountabilities may be assigned as needed.

Qualifications

• Typically, 4-6 years of experience supporting enterprise desktop environments, end user technologies, and IT operations.
• Previous experience providing technical leadership, coaching, mentoring, and developing technical support staff within a support organization.
• Ability to lead by example and foster a collaborative, high-performing team environment.
• Strong experience supporting Windows 10/11, Microsoft 365, desktop hardware, peripheral devices, and end user technologies.
• Experience supporting branch technologies is considered a strong asset, including branch workstations, cheque scanners, PIN pads, cash recycler units (CRUs), and related banking peripherals.
• Understanding of Information Technology operating processes, including monitoring, logging, alerting, compliance, and operational controls.
• Demonstrated ability to diagnose and resolve complex technical issues using structured troubleshooting methodologies.
• Advanced knowledge of support and operations practices, processes, and technologies obtained through formal training and practical experience.
• Strong understanding of IT service management processes, including Incident, Request, Problem, and Change Management.
• Advanced experience using ServiceNow for incident and request management, reporting, dashboard creation, trend analysis, and operational performance monitoring.
• Experience participating in or leading Major Incident Management activities, including technical coordination, stakeholder communication, service restoration, and post-incident review activities.
• Experience supporting remote users and hybrid workplace environments.
• Strong verbal and written communication, customer service, collaboration, and stakeholder management skills, with the ability to communicate effectively with both technical and non-technical audiences.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to prioritize competing demands and manage multiple issues simultaneously.
• Data-driven decision-making skills.
• Experience creating reports, dashboards, and data visualizations using Power BI.
• Knowledge of banking technology environments and regulatory requirements is an asset.
• Bilingual (English/French) is considered a strong asset.

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.