Senior Manager, Desktop Support

Posted Tuesday, April 7, 2026 at 4:00 AM TELLING CAPTIVATING STORIES TO AUDIENCES EVERYWHERE Blue Ant Media (TSX: BAMI) is an international streamer, production studio, advertising sales and rights-management business. The company operates a diverse portfolio of free streaming and pay TV channels internationally, including Love Nature, Cottage Life, Smithsonian Channel Canada, BBC Earth Canada, HauntTV, Homeful, and Love Pets, as well as the subscription streaming service MagellanTV. Its studio business produces and distributes a wide range of premium content across key genres for streaming and broadcast platforms worldwide. Blue Ant Media is headquartered in Toronto, with a presence in Los Angeles, New York, Miami, Singapore, London, Washington, Sydney, Halifax, and Ottawa. blueantmedia.com ⼁ Instagram ⼁ LinkedIn Our employees are passionate experts in all of our business areas. They are fanatical about creating outstanding content and experiences, and about delivering them on new and evolving platforms. We actively seek new employees who embody our core values. We want them to think big, act with purpose, celebrate creativity, do the right thing, respect one another, and succeed together. We attract creative talents who are optimistic about the evolving future of content and who take pride in recognizing opportunities where others see challenges. At Blue Ant Media, we give them the flexibility to think like entrepreneurs, take ownership of their projects, take risks, and embrace innovation in a rapidly evolving media landscape. Our team members excel at collaborating with internal and external partners by building trusting, respectful working relationships. Senior Manager, Desktop Support We are seeking a Senior Manager, Desktop Support to lead our end-user support function and ensure reliable, high-quality technical support across the organization. This role is responsible for managing daily desktop support operations, coaching team members, resolving escalated issues, and improving service delivery for employees. This is a new role that will report to the Senior Director, I.T. and is a hybrid position requiring in-office attendance between our two (2) offices in Toronto for a minimum of three (3) days per week. The anticipated salary range for this role is $90,000 - $105,000 per year, with final compensation determined by experience and qualifications. Core Responsibilities & Duties Lead, coach, and support the desktop support team to deliver responsive and consistent end-user service Assign, prioritize, and monitor support tickets to ensure issues are resolved within established service levels Act as the escalation point for complex hardware, software, and end-user support issues Oversee installation, configuration, maintenance, and replacement of desktops, laptops, printers, mobile devices, and peripherals Manage endpoint support processes, including imaging, deployment, patching, upgrades, and standard software provisioning Maintain accurate hardware and software inventory, asset records, and lifecycle tracking Develop and maintain support documentation, troubleshooting guides, and knowledge base articles Track team performance, service metrics, and recurring issues; provide regular reporting to leadership Identify opportunities to improve support processes, user experience, and operational efficiency Coordinate with infrastructure, security, networking, and application teams on escalations, projects, and deployments Support onboarding and offboarding activities related to user accounts, devices, and access Ensure adherence to IT policies, security standards, and software licensing requirements Participate in planning and execution of IT initiatives, system upgrades, and endpoint-related projects Provide guidance and training to users and junior support staff as needed Qualifications Bachelor’s degree in Information Technology, Computer Science, or a related field preferred, or equivalent practical experience Strong knowledge of Windows and macOS environments, endpoint management, and desktop support best practices Experience with ticketing systems, remote support tools, and IT asset management platforms Solid understanding of common business applications, hardware troubleshooting, and end-user computing environments Demonstrated ability to lead, mentor, and motivate a technical support team Excellent communication, customer service, and problem-solving skills Ability to manage multiple priorities in a fast-paced environment Strong organizational skills and attention to detail Preferred Certifications CompTIA A+, Network+, or similar IT support certifications Microsoft certifications or equivalent endpoint/desktop support credentials ITIL Foundation or experience working in an ITIL-based environment Experience 5+ years of desktop support, service desk, or end-user computing experience 2+ years of experience in a supervisory, lead, or team management role preferred Experience handling escalations and coordinating with other IT teams on technical issues and projects Experience improving support processes, documentation, and service metrics is an asset Experience supporting a mix of office, remote, and mobile users is preferred At Blue Ant Media, we believe promoting equity, diversity, and inclusion is everyone's responsibility. We can all contribute. As a global media company, we recognize our platform and opportunity to influence change and promote a more inclusive world. We know what we create, distribute, and produce is better with a diverse workforce. In recruiting for our teams, we encourage applications from individuals of all backgrounds (who are eligible to work in Canada) and welcome the unique contributions each person brings. While we may use digital tools to support the efficiency of our recruitment process, we do not use Artificial Intelligence (AI) to screen, assess or select candidates. Applications are personally reviewed by a member of the Talent Acquisition team or one of the hiring leaders, ensuring a fair and human-centered experience for all applicants. If you have most of the qualifications listed in our posting, but are not sure whether to proceed with your application, we still encourage you to apply. We thank all candidates for their interest in Blue Ant Media and we will reach out to those candidates that are under consideration. If you are contacted for an interview and require an accommodation at any time during the recruitment process, please email our Human Resources team at [email protected] .