IT Systems & Support Team Lead

Job Type & Details

• Job Type: Full Time
• Location: IT Systems & Support Team Lead
• Reporting to: IT Systems & Support Delivery Manager
• Salary: 68,000 - 70,000 CAD
• Role Type: New

We are seeking an experienced, highly skilled IT Systems & Support Team Lead to oversee and mentor our IT support team and ensure the smooth operation of a hybrid IT environment. This role requires a strategic thinker with extensive hands‑on experience in IT operations, cloud services, networking, and end‑user support. The Team Lead will lead day‑to‑day IT service delivery, drive process improvements, implement best practices, and provide technical guidance to a global team.

The successful candidate will ensure the timely and efficient resolution of IT incidents, maintain secure and scalable systems, and elevate overall service quality. This role includes participation in rotational shifts and on‑call support, with flexibility for evenings, weekends and Stat holidays as required.

• Team Leadership & Management:
  • Lead and mentor a team of IT Systems & Support Specialists, fostering a high‑performance and collaborative culture
  • Conduct performance evaluations, provide coaching, and identify professional development opportunities for team members
  • Coordinate team schedules, including rotational shifts and on‑call responsibilities
  • Drive knowledge sharing and ensure team adherence to ITIL‑based service management practices
• Technical Leadership:
  • Oversee administration of Active Directory, Group Policy, IAM, MDM solutions (Microsoft Intune), and Microsoft 365 services
  • Guide the team in troubleshooting and resolving complex IT issues, including hardware, networking, and cloud‑related problems
  • Develop and implement IT policies, procedures, and standards for infrastructure, security, and end‑user support
  • Lead infrastructure projects and upgrades, ensuring minimal disruption to business operations
• Operational Excellence:
  • Monitor IT service delivery metrics, identify trends, and implement continuous improvement initiatives
  • Maintain accurate IT asset inventory and lifecycle management processes
  • Ensure comprehensive documentation of system configurations, procedures, and troubleshooting guides
  • Support end‑user training initiatives and development of knowledge base materials
• Collaboration & Strategy:
  • Act as primary liaison between the IT support team, internal IT teams, and global stakeholders
  • Partner with the IT Service Delivery Manager to plan and execute strategic IT initiatives
  • Contribute to budget planning and resource allocation decisions for IT support and infrastructure
• Other Duties:
  • Travel occasionally as required (minimal)
  • Perform any other duties as assigned

• Post‑Secondary Diploma or Degree in Computer Systems Technology, Information Technology, or related field
• Minimum 5+ years of hands‑on experience in IT operations, system administration, cloud support, and end‑user support
• Proven experience in leading IT teams, managing projects, and driving process improvements
• Extensive technical expertise in:
  • Active Directory, Group Policy, and IAM
  • Windows Server administration
  • Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
  • Azure and AWS cloud environments
  • MDM tools such as Microsoft Intune
  • SharePoint and Microsoft 365 administration
  • Hardware diagnostics, laptop repairs, AV technology, and managed print services
• Familiarity with ITIL‑based service management, ticketing systems, and IT operational metrics
• Preferred Certifications (Nice to Have):
  • CompTIA A+ and Network+
  • ITIL Foundation
  • Microsoft Certified:
    Azure Fundamentals (AZ‑900)
  • AWS Certified Cloud Practitioner (CLF‑C02)
• Soft Skills & Leadership Qualities:
  • Strong leadership, coaching, and mentoring abilities
  • Excellent analytical, problem‑solving, and decision‑making skills
  • Customer‑focused mindset with a proactive and service‑oriented attitude
  • Exceptional communication, time management, and organizational skills
  • Ability to work independently and collaboratively in a fast‑paced environment

• We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your…