Sentinel Dock & Door, an ASSA ABLOY branded company, is seeking a Team Lead, Desktop Support Specialist based in Oakville, Ontario , to provide technical leadership and oversee day-to-day IT support across our Toronto and Quebec locations .

As the senior onsite IT resource, you will lead support operations, manage complex technical issues, coordinate priorities, and partner with business leaders to deliver an exceptional end-user experience. This role is ideal for a hands‑on IT skilled who combines advanced troubleshooting expertise with strong leadership, communication, and customer service skills.

What You Will Do:

Service & Technical Leadership

- Act as the senior onsite IT point of contact, coordinating daily support activities and ensuring high-quality service delivery.
- Lead the resolution of complex desktop, endpoint, network, collaboration, printing, and application issues.
- Coordinate support priorities, manage escalations, and collaborate with infrastructure, security, and application teams to drive resolution.
- Provide technical guidance, coaching, and mentoring to IT support staff and service partners.

Endpoint & Operational Management

- Oversee the deployment, maintenance, refresh, and retirement of desktops, laptops, mobile devices, peripherals, and meeting room technology.
- Support onboarding, offboarding, office moves, upgrades, and other business‑critical initiatives.
- Ensure endpoint security, software compliance, patching, and access controls are maintained in accordance with company standards.
- Maintain accurate asset inventory, licensing, warranty, and lifecycle records.

Stakeholder & Service Excellence

- Build strong relationships with employees, managers, and executive stakeholders.
- Communicate technical issues, risks, and planned activities in a clear, business-focused manner.
- Lead onsite incident response, support root cause analysis, and identify opportunities for continuous improvement.
- Maintain support documentation,



knowledge articles, and site‑specific procedures.
- Lead or coordinate the onsite delivery of IT projects and technology upgrades.

What You Will Need

Experience & Education

- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- 5-7 years of progressive experience in desktop, endpoint, field, or onsite IT support.
- Previous experience serving as a technical lead, escalation point, mentor, or project lead.

Technical Skills

- Advanced troubleshooting skills across Windows, macOS, Microsoft 365, mobile devices, printers, conferencing technology, and enterprise applications.
- Experience with endpoint management tools such as Microsoft Intune, Configuration Manager (SCCM), or similar platforms.
- Strong knowledge of Active Directory, Microsoft Entra ID, Group Policy, user provisioning, and access management.
- Solid understanding of TCP/IP, DNS, DHCP, VPN, Wi‑Fi, and general network troubleshooting.
- Experience with ITSM platforms such as ServiceNow and ITIL-based support processes.

Leadership & Customer Focus

- Proven ability to coordinate workloads, lead escalations, prioritize competing demands, and drive issues to resolution.
- Strong communication, relationship-building, and customer service skills.
- Ability to confidently support senior leaders and executive stakeholders.
- Highly organized with strong documentation, analytical, and problem‑solving skills.

Preferred Qualifications

- ITIL Foundation, Microsoft, CompTIA A+, Network+, Security+, or similar certifications.
- Experience supporting manufacturing or multi‑site environments.

Travel & Work Requirements

- Ability to provide hands‑on onsite support, including installation and movement of IT equipment.
- Willingness to participate in occasional after‑hours support activities.
- Ability to travel regularly between local sites and occasionally to other locations across Canada as business needs require.

Compensation Range: $85,000 – $100,000, commensurate with experience

📌 Team Lead, Desktop Support Specialist (Oakville)
🏢 Sentinel Dock u0026 Door Solutions
📍 Oakville