Helpdesk Support Team Lead

Houle; Burnaby; On-site; CAD 80,000 - 90,000; Full time

Job summary

A leading electrical contractor in Burnaby is seeking a Helpdesk Support Team Lead to oversee the helpdesk team, ensuring exceptional technical support and operational efficiency. The ideal candidate will have significant experience in IT support and team leadership. This full-time position is on-site and offers a salary range of $80,000-$90,000 annually with a competitive benefits package.

Benefits

Competitive vacation policy

Health and wellness reimbursements

Access to training and development tools

Company events and gatherings

Diversity and inclusion initiatives

Qualifications

• 3+ years of experience in IT helpdesk support.
• 2 years leading a help desk support team.
• Familiar with remote support tools and MDM.

Responsibilities

• Lead and mentor a helpdesk team.
• Oversee daily operations and meet SLAs.
• Implement policies and best practices.

Skills

Coaching and leading high-performing teams

Technical support in an IT environment

Problem-solving skills

Interpersonal skills

Customer service orientation

Education

Bachelor's degree in information technology or Computer Science

Tools

Windows operating systems

Microsoft 365

Active Directory

Enterprise applications

Ticketing systems

Job description

About this role

We are recruiting for a Helpdesk Support Team Lead to join our Burnaby Head office.

Lead the helpdesk team in delivering exceptional technical support to internal users. This role is responsible for overseeing daily operations, coaching and mentoring help desk support staff, and ensuring timely resolution of IT issues to maintain business continuity and user satisfaction.

This position is based in the office. Hybrid work option is not available.

Your responsibilities

• Lead and mentor a team of IT helpdesk support specialists and technicians
• Provide regular coaching, guidance, and performance feedback to help team members grow professionally and improve service delivery
• Conduct one-on-one meetings, performance reviews, and development planning sessions
• Foster a collaborative and inclusive team environment that encourages continuous learning and accountability
• Oversee the daily operations of the IT helpdesk, ensuring SLAs and KPIs are met
• Develop and implement helpdesk policies, procedures, and best practices
• Monitor ticketing systems to ensure timely and effective resolution of incidents and service requests
• Provide hands-on support for escalated technical issues
• Collaborate with other IT teams to ensure seamless support and system integration
• Analyze support trends and generate reports to identify areas for improvement
• Coordinate onboarding and offboarding IT processes for employees
• Manage inventory of IT assets and software licenses
• Ensure compliance with security policies and data protection standards
• Deliver training and support documentation for end-users

Your experience and skills

• Bachelor's degree in information technology, Computer Science, or equivalent education and experience
• 3+ years of experience in IT helpdesk support, plus 2 years of experience leading a help desk support team
• Proven experience in coaching and leading high-performing teams
• Strong knowledge of Windows operating systems, Microsoft 365, Active Directory, and enterprise applications (ERP, SharePoint, Cloud Based Systems, ticketing systems)
• Excellent problem-solving, communication, and interpersonal skills
• Able to manage multiple priorities in a fast-paced environment
• Familiar with remote support tools and mobile device management (MDM) and experience supporting remote work environments
• Strong customer service orientation and a continuous improvement mindset

About Houle

As BC's leading electrical contractor and systems integrator, we believe in delivering safe, reliable power for the future. From hospitals and universities to airports, shipping terminals and shopping centres, our electrical and technology professionals proudly provide innovative solutions that create value for our customers every day.

Since 1944, we've been dedicated to our craft, committed to quality workmanship, and building teams that thrive. Driven by purpose and connected through collaboration, our focus on people guides our success in delivering some of the most exciting infrastructure projects in the province.

As a certified Great Place to Work, one of BC's Top 100 Employers, and Best Managed company, we have been recognized for our efforts in creating a safe and inclusive work environment.

Why join our team?

• We emphasize having a work-life balance - We offer flexible work schedules and a competitive vacation policy.
• Continuous development is a top priority - Whether you're looking for a corporate career or a career in the field, you are supported with access to tools and training for development and growth.
• Our employee benefits prioritize your financial, physical, and mental well-being - From RRSP matching to health and wellness reimbursements and additional Houle days off, we've got you covered.
• We have many exciting project opportunities - With many projects on the go around BC, we're certain you will find countless ways to bring communities to life.
• We have fun! Connection is key at Houle, from industry events to themed office gatherings, we never miss an opportunity to celebrate. Join us for our summer bbqs, potlucks, charity fundraisers, community volunteering, and many more fun events!
• A safe space for everyone - We celebrate diversity and are proud to be an equal-opportunity employer. We're committed to diversity and inclusion and strive to foster, cultivate and preserve a culture of belonging for all employees.

Salary range: $80,000-$90,000 per year plus a competitive total compensation package. Actual salary will be commensurate with experience, skills and overall match to the position offered. Let's chat throughout the hiring process and determine the best fit.

Sound like a match? We'd love to connect.

Please visit https://www.houle.ca/careers and click on the listing for Helpdesk Support Team Lead. The opportunity will remain open until it has been filled.

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Houle will not be accepting unsolicited resumes from recruitment firms sent to HR, our managers, or employees directly without a signed agreement within the last 12 months. Unsolicited resumes sent to Houle will not be accepted or obligate our organization to pay any fees if the candidate is hired through alternate contacts.