IT Support, Team Lead

Description

Team Lead, IT Support Services (Full-time, permanent)
Pay: Starting from $95,000/year
Location: Vancouver

Smythe LLP (Smythe) is looking for a collaborative and experienced Team Lead, Support Services to join our DBS (IT) team. This role provides leadership and direction to the IT Support Services function, ensuring high-quality, responsive technical support across the firm while contributing to continuous improvement, standardization, and team development.

• Team Leadership: Lead, mentor, and develop a small IT support team (2 support analysts). Manage team workload and performance through coaching, feedback, and training initiatives. Ensure the team is providing proactive support interactions.
• Help Desk Operations: Oversee daily help desk activities ensuring timely resolution of service requests. Act as a “player-coach” by providing hands-on support when needed, especially for high-priority or complex technical issues.
• Systems & Account Administration: Manage user accounts and access permissions across the firm. Includes administering identity management and Microsoft 365 cloud services (Exchange Online for email, Microsoft Teams, SharePoint/One Drive for collaboration, Defender security suite, Entra /Azure AD for identity), in partnership with Senior Infrastructure Administrator.
• Endpoint Management & Security: Maintain and secure all end-user devices and endpoints. Use tools like Microsoft Intune (Endpoint Manager) - deploy software updates, security patches, and new applications, ensuring workstations and mobile devices are up-to-date and compliant.
• Incident Escalation & Problem Solving: Serve as the top escalation point for complex or high-impact support issues. Troubleshoot and resolve a wide range of problems spanning hardware, software, and cloud services. Communicate root causes and resolution steps clearly to both technical staff and non-technical stakeholders. Identify recurring issues and work on permanent solutions to prevent future incidents.
• Process Improvement & Documentation: Maintain and continuously improve IT support processes and documentation. Develop internal guides, knowledge base articles, and standard operating procedures to enable efficient issue resolution and user self-service. Regularly review support tickets to identify trends or gaps in documentation adjusting processes and coordinating with leaders across the firm to reduce repeat inquiries.
• Onboarding/Offboarding Coordination: Coordinate technology setup for new hires and account deprovisioning for departures. Oversee the onboarding process to ensure new employees receive the proper hardware, accounts, and access permissions on Day 1. Likewise, ensure departing staff have access removed promptly and equipment is returned, following firm policies for security and data retention.
• Project Collaboration: Work closely with IT leadership and other IT team members on system upgrades, deployments, and firm-wide technology projects. Provide input on support considerations for new technology rollouts and lead the support team in the operations handover prior to launch.
• Vendor Management: Liaise with external vendors and service providers for specialized support and warranty claims. Escalate issues to third-party vendors (hardware manufacturers, software vendors) as needed and follow through to resolution.
• Customer Service & Communication: Champion a customer-focused approach in all support activities. Ensure the support team delivers friendly, professional service and communicates effectively with employees at all levels.
• Continuous Improvement & Learning: Promote a culture of continuous improvement and learning within the support team. Encourage team members to stay current with new tools and IT best practices, and lead by example by pursuing your own professional development.

• Experience: 6+ years of experience in IT support or service desk environments, including at least 2 years in a senior, lead, or supervisory role.
• Education: Diploma or degree in Information Technology, Computer Science, or a related field (or equivalent combination of education and experience). Ongoing professional development or certifications in ITIL, Microsoft, or other relevant areas are a plus.
• Technical Proficiency: Strong hands-on technical skills in a Windows-based environment. This includes expertise in Active Directory administration (user account management, group policy) and Microsoft 365 administration (Exchange Online, Teams, SharePoint, One Drive, Defender, Azure AD/Entra ). You should be comfortable managing cloud productivity and security tools in a mid-sized business setting.
• Endpoint & Security Knowledge: Familiarity with endpoint management and security tools such as Microsoft Intune, antivirus/endpoint protection platforms, and multi-factor authentication. Solid understanding of cybersecurity principles and best practices for a hybrid on-premises/cloud environment.
• Ticketing Tools: Experience using IT…