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.
