Lead, End User Compute & Service Desk

Job Summary

Porter Airlines is seeking a “Lead, End User Compute & Service Desk” to join our Service Management team. This role provides technical leadership and operational support for the organization’s endpoint computing environments, which are critical to airport operations, airline corporate services, and remote operational sites. Working closely with the Manager, Service Management, this role supports the execution of the End User Compute (EUC) roadmap, ensuring endpoint services are delivered securely, consistently, and reliably across operational and corporate environments. The position focuses on hands-on technical leadership across Desktop Engineering, endpoint lifecycle management, and Service Desk support, while helping maintain standardized, secure, and well-governed endpoint platforms. This role acts as a technical lead and escalation point for endpoint services and Service Desk operations, collaborating with Cybersecurity, Infrastructure, and operational teams to maintain strong endpoint security posture and operational stability. If you bring a strong technical foundation in endpoint management, a collaborative mindset, and a passion for delivering reliable end-user services, this role may be a strong fit. Duties & Responsibilities Operations & Platform Support Support the execution of the End User Compute roadmap under the direction of the Manager, Service Management. Contribute to the standardization and lifecycle management of endpoint platforms across corporate and airport environments (Windows, macOS, mobile devices, specialized operational endpoints). Assist with the modernization and optimization of endpoint management platforms, including Microsoft Intune, MECM/SCCM, and Jamf. Support development of zero-touch provisioning and remote device management capabilities for distributed staff and airport locations. Help maintain endpoint configuration standards, personas, and device specifications across the organization. Security & Compliance Support Work with Cybersecurity to track and remediate endpoint vulnerabilities, patching compliance, and device health. Assist with implementing device compliance and conditional access policies across the endpoint fleet. Support adherence to security and governance frameworks and internal standards. Service Desk & Operational Support Provide technical leadership and escalation support for Service Desk and Desktop Support teams. Assist with prioritization and resolution of complex incidents, problems, and service requests. Support root cause analysis and recurring incident reduction initiatives. Contribute to improving operational procedures, knowledge articles, and documentation. Collaboration & Technical Leadership Serve as a technical lead and subject matter expert for endpoint technologies within the Service Management team. Provide guidance and mentorship to Service Desk and Desktop Support staff. Collaborate with Infrastructure, Cybersecurity, and Field Services teams to support operational endpoint requirements.. Participate in the tracking and reporting of operational KPIs and service performance metrics. Operational Environment Support Assist in maintaining reliability of operational endpoint resources, including meeting room technologies, printers, Wi-Fi access points, and locally connected devices. Support mission-critical operational and executive endpoints when escalation or specialized support is required. Behavioural Competencies Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others. Teamwork: Working collaboratively with others to achieve organizational goals. Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers). Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise. Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards. Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus. Qualifications 3-5 years of experience in End User Compute/Desktop Engineering/Endpoint Management Minimum 3 years as a team lead or technical lead capacity Experience supporting distributed users across high-availability environments Familiarity with AWS Workspace, Google Suite, ITSM Tools - Zendesk and Wikis Exceptional ability to explain, inform, and reinforce technical standards to both technical and non-technical stakeholders Demonstrated experience leading teams, including the ability to schedule, control, and delegate work effectively Experience creating governance or compliance documentation that helps certify controls are in place and audit-ready