IT Support Team Lead

The Opportunity:

Our client in the education sector is looking for an IT Support Team Lead to join their IT team supporting a large, highly distributed enterprise technology environment. This organization operates one of the most complex public-sector infrastructures in the region, supporting multiple sites, thousands of users, and mission-critical technology services that must remain highly available.

This is a hands-on technical leadership position responsible for coordinating field technicians, overseeing ticket assignments, resolving escalated technical issues, and leading service-delivery projects. While the position does not have formal direct reports, it will provide daily direction, mentorship, training, and technical guidance to other IT support professionals.

What You’ll Be Doing:

• Coordinate and delegate work across field and desktop support technicians.
• Manage ticket assignments, priorities, workloads, service levels, and technical escalations.
• Provide Level 2 technical support across Windows, macOS, and iPadOS environments.
• Diagnose and resolve complex endpoint hardware, operating system, application, connectivity, and peripheral issues.
• Support devices managed through Microsoft Intune and Jamf.
• Troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, OneNote, and SharePoint.
• Support Active Directory user accounts, permissions, group memberships, and device access.
• Troubleshoot printers, scanners, print queues, drivers, and other workplace technologies.
• Support laptops, desktops, tablets, mobile devices, docking stations, monitors, and related peripherals.
• Identify issues requiring escalation to device management, networking, security, infrastructure, or application teams.
• Act as the primary escalation point for challenging technical and customer-service issues.
• Mentor, train, and provide daily technical guidance to IT support professionals.
• Plan and coordinate endpoint refreshes, device deployments, technology rollouts, and other service-delivery projects.
• Work with stakeholders to assess technology requirements and recommend appropriate hardware and endpoint solutions.
• Create and maintain technical documentation, support procedures, checklists, tutorials, and training materials.
• Monitor recurring incidents and recommend improvements to support processes, technology standards, and service delivery.
• Travel to organizational sites within Vancouver as required.

What You’ll Need to Be Successful:

• At least 5+ years of progressive IT support and infrastructure experience.
• At least 2+ years of completed post-secondary education in a relevant computer or technology discipline.
• Demonstrated Level 2 technical support experience within a large or complex IT environment.
• Previous supervisory, team-lead, or managerial experience within an IT support environment.
• Experience providing work direction, technical mentorship, training, and guidance to support professionals.
• Strong hands-on experience supporting Windows and macOS computers, as well as iPadOS or other mobile devices.
• Experience supporting and troubleshooting endpoints managed through Microsoft Intune and Jamf.
• Strong knowledge of Microsoft 365 applications, including Outlook, Teams, OneDrive, OneNote, and SharePoint.
• Working knowledge of Active Directory, user accounts, security groups, permissions, and device access.
• Experience diagnosing hardware, operating system, software, network connectivity, printing, and peripheral issues.
• Experience supporting printers, scanners, print queues, print drivers, and related technologies.
• Familiarity with endpoint security, antivirus, patching, software deployment, and device-compliance requirements.
• General knowledge of enterprise networks, servers, virtual environments, and technologies such as VMware.
• Experience using an enterprise ticketing or IT service-management platform to assign, prioritize, document, and escalate incidents.
• Strong analytical and troubleshooting skills, including the ability to identify root causes and determine when an issue should be escalated.
• Strong technical documentation skills and the ability to maintain accurate procedures, checklists, and support records.
• Excellent written and verbal communication skills, including the ability to translate technical information into everyday language.
• Knowledge of ITIL Foundation principles or equivalent IT service-management experience is considered an asset.
• Experience working in a large, multi-site, enterprise, public-sector, unionized, or education environment is considered an asset.
• A valid driver’s licence and the ability to travel between sites.
• The ability to lift, carry, or move technology equipment weighing up to 50 pounds.

Compensation Range: $70,000 - $75,000 + Comprehensive Benefits.