Work Location: London, ON - Onsite 5 days a week Experience Required: 68 years Role Description Ability to analyze problems and develop creative solutions Knowledge of ServiceNow ticketing tool Understanding of ITIL and ITSM processes Key Responsibilities Manage and lead Service Desk and Deskside teams (L1 & L2 analysts) Handle support across multiple channels: calls, chat, self-help, and email Act as the Single Point of Accountability (SPOC) for Service Desk and Deskside delivery Ensure training, knowledge management, and skill development for the team Track and report Service Desk performance metrics Provide hands-on support for infrastructure-related customer issues Perform hardware deployment, including hardware and OS refresh activities Provide first-level support for printers and MFP devices Manage Intune for mobile device management Support SCCM and deployment activities Perform patching and vulnerability management Manage device lifecycle (laptops, workstations, monitors, peri...