Manager, Client Support
Location: Mississauga, ON
Work Model: On-Site with some flexibility after 6 months.
Overview
Hiring a Manager, Client Support to lead end-to-end desktop support operations across a complex, enterprise-scale environment. This leader elevates user experience, manages the full lifecycle of user computing technology, and builds a high-performing support team that delivers reliable, efficient, and standards-aligned service across the organization.
What this role owns
Action-driven leadership of the Client Support function, including:
• Leading, coaching, and developing a team responsible for desktop, laptop, mobile, and peripheral support
• Overseeing installations, upgrades, maintenance, and access provisioning
• Building and refining processes for request fulfillment and incident resolution
• Designing and managing the user computing platform and technology roadmap
• Developing technology standards based on industry best practices
• Ensuring governance, compliance, and a strong user experience across all endpoints
Core Responsibilities
• Organize, schedule, and assign daily work across the Client Support team
• Provide direction, technical guidance, performance feedback, and skills development
• Maintain accurate procedures for software, hardware, and device support
• Monitor service quality and ensure user needs are met
• Report operational insights, risks, and recommended actions to senior leadership
• Collaborate with IT and business teams to deliver solutions and support change initiatives
• Allocate technical resources across projects, enhancements, and incident response
• Act as subject matter expert for user computing technologies and support standards
What success looks like
• Stable, high-quality support across the full user community
• Clear, documented, consistently executed support processes
• A modern, reliable user computing platform aligned with organizational needs
• A skilled, well-developed team that delivers strong customer experience
• Cross-functional alignment with IT, business teams, and governance requirements
Required Experience & Skills
• 8–10 years in IT, including desktop engineering, system administration, networking, and large-scale support environments
• Experience leading technical teams with responsibility for workflow planning, quality standards, and staff development
• Background designing, integrating, and supporting enterprise-level computing systems
• Knowledge of operating systems, networking, database administration, and system architecture
• Strong communication skills and the ability to influence, guide, and partner across technical and non-technical groups
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)
What candidates can expect
• Comprehensive benefits
• Defined benefit pension plan
• Career development opportunities
• Work in a dynamic, evolving sector with ongoing innovation initiatives
• Inclusive, supportive environment focused on collaboration and growth