Position Summary

The Network, Infrastructure & Desktop teams manage the technology behind Stealth’s industry leading live video monitoring centers and supporting systems for all staff. They are responsible for a large eco-system of desktops, laptops, servers, critical LAN / WAN network systems, as well as cloud workloads. Systems are distributed among 6 monitoring centers in Dallas, Toronto, Hanover and the Philippines.

The Supervisor, Desktop Support leads their team to deliver industry leading IT Support and helpdesk services liaising with all Stealth employees. Oversees and monitors the development, maintenance, and delivery of our IT Service Desk to enable the delivery of secure, predictable, and stable IT services. Engages with stakeholders, providing leadership to associated process and policy standards. Directs and supervises their team with a winning attitude towards balancing amazing Incident, Problem and Change management results and culture.

Summary Of Key Duties & Responsibilities

North American Desktop Support

Responsible and Accountable for IT Service Desk Management (ITSM) utilizing industry best practices like the Information Technology Infrastructure Library (ITIL).
Manages performance of IT Desktop Support, responsible for incident, problem & change management to maximize quality and end user satisfaction with minimizing reoccurrence.
Responsible for the development and maintenance of standardized work practices and processes that support IT Desktop Support activities.
Supervises the development and deployment of end-user computing device refresh strategies to maintain currency, reliability and standardization of desktop devices.
Leads the development of an Desktop Support asset management program and CMDB to maintain asset currency and minimize loss of services.
Responsible and Accountable for Software Asset Management entitlement and compliance.
Manage, maintain and improve the performance, stability, and growth of Stealth’s Monitoring Center Desktop environments.
Maintains INTUNE/Entra/User/Azure data hygiene and ongoing projects
Responsible and Accountable to manage, maintain and publish IT Services KPIs including CSAT, service levels, and develop a continuous improvement culture within the Stealth EUC team.

Technical Lead

Manages operational and project planning requirements to monitor internal resource allocation, schedule new services and identify vendor support required to deliver high quality employee services.
Engages in emergency troubleshooting of Desktop Support services in collaboration with other technology teams, internal and external, and updates runbooks to prevent future failures.
Analyzes Stealth employee requests to determine the technical impact on/overlap with existing solutions or new solutions identified on their Help Desk and Desktop Support roadmap.
Accountable for ticket system process, end user support communications, and knowledge base article creation.
Consults regularly with employees and company leadership to determine their needs and develop plans for improved service delivery.

Application Support (Internal Applications, Intune, Microsoft 365)

Supports productivity application incidents and addresses escalated issues.
Liaise with all levels of Stealth employees and vendors to monitor employee satisfaction and intervenes to improve efficiency and effectiveness as required.
Administer the Freshservice ticket system incl. employee onboarding workflows, and service catalog as required to support team efficiency and enhance service delivery.

Process and Policy Improvement

Continually matures the IT Desktop Support process and policies, maximizing the performance of the team

Lead Staff

Manages and supervises the North American 24x7 IT Helpdesk in the completion of projects and related support activities.
Ensures development and training of staff on relevant best practices in service management and personal development.
Monitors the achievement of performance objectives through leading and lagging metrics along with work assignments to ensure adherence to quality, end user satisfaction and timelines with continual improvement.

Qualifications

Education

Completion of a degree in IT Management, Computer Science, Information Systems, or a related discipline – or a combination of education, training and experience deemed equivalent.

Experience

Minimum eight (3) years experience leading a Desktop team
Microsoft Teams Administration/Support Experience.
INTUNE/Entra/AD/IAM experience managing users
Freshworks – or similar ITIL enabled help desk platform.

Qualifications, Certifications, Designations, Or Equivalent Work Experience

Information Technology Information Library (ITIL) Foundations Certification an asset
Microsoft Certifications. i.e. MS-700 Administration, Modern Desktop Administrator Associate an asset

What We Offer

Competitive salary and bonus
Benefits
Corporate Social Responsibility
Training & Development Programs

Stealth Monitoring does not unlawfully discriminate on the basis of race, color, creed, religion, gender (including pregnancy or related medical conditions), national origin, ancestry, age, physical or mental disability, medical condition including genetic characteristics, family care status, veteran status, marital status, sexual orientation, gender identity or gender expression, or any other consideration made unlawful by federal, state, or local laws.

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