IT Helpdesk Team Lead: Hands-On & Mentoring

Indwell; Kitchener; Hybrid; CAD 70,000 - 90,000; Full time

Benefits offered by this job

3 weeks vacation

Extended health & dental benefits

RRSP with employer contribution

Leadership development opportunities

Job summary

Indwell is seeking an Information Technology Team Lead, Helpdesk, in Kitchener, Ontario. The role blends hands-on IT work with leadership of the helpdesk, ensuring service delivery and strong team performance.

You will guide the team, escalate complex issues, and maintain thorough documentation while supporting Microsoft 365, AD, Azure AD, and networking across multiple program locations.

Qualifications

• 4–5 years of relevant IT support experience with leadership exposure.
• Experience leading a helpdesk team and coordinating service delivery.
• Proficient with Microsoft 365, AD, Azure AD, Intune, and SharePoint.

Responsibilities

• Provide day-to-day guidance and support to the helpdesk team.
• Act as first escalation point for complex technical issues.
• Coordinate workloads, ticket priorities, and service levels.
• Mentor teammates and contribute to onboarding and knowledge sharing.
• Deliver hands-on technical support across PCs, servers, devices, and networks.

Skills

Team leadership

Helpdesk support

Ticketing systems

Microsoft 365

Active Directory

Azure AD

Intune

SharePoint

Networking

Cybersecurity tools

Documentation

Communication skills

Education

Computer Systems Technology degree

Job description

Indwell is seeking an Information Technology Team Lead, Helpdesk, in Kitchener, Ontario. The role blends hands-on IT work with leadership of the helpdesk, ensuring service delivery and strong team performance.

You will guide the team, escalate complex issues, and maintain thorough documentation while supporting Microsoft 365, AD, Azure AD, and networking across multiple program locations.