IT Services/Technical Team Lead

Onni Property Management Services Ltd; Vancouver, Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

Onni Property Management Services Ltd is seeking an IT Service Delivery Lead to manage ticket queues, escalation pipelines, and SLA-driven client support across a growing MSP portfolio.

You will lead Tier 1/2 technicians, mentor staff, handle major incidents, and provide SME guidance across Windows Server, virtualization, networking, and cloud services, with some onsite work expected.

Qualifications

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
• 4–7 years of IT infrastructure, Systems Administration, or similar MSP experience with Tier 2 troubleshooting.
• 1+ year of management or leadership experience within IT service delivery.
• Experience supporting multiple clients concurrently in a managed services environment.
• Experience implementing, managing, and supporting third‑party cloud services.
• SME-level expertise in Windows Server, Desktop Administration, virtualization, and networking.
• Advanced troubleshooting and escalation‑handling skills in a fast-paced, SLA-driven environment.
• Completion of professionally recognized technical certifications.
• Successful completion of a criminal background check.

Responsibilities

• Manage ticket queue and escalation pipeline across the client portfolio within SLAs.
• Lead Tier 1/2 technicians; monitor performance metrics and drive corrective actions.
• Mentor Tier 1/2 resources and act as escalation point for the SM.
• Handle major IT incidents across managed environments.
• Provide SME guidance on complex issues across client environments.
• Create and maintain KB/SOP documentation.
• Maintain ticket hygiene in the PSA: logs, notes, reports.
• Assist with onsite work as needed.

Skills

Leadership experience

Multi-client management

Advanced troubleshooting

Excellent communication

Mentorship

Education

Bachelor's or Diploma in IT/CS

Professional certifications (e.g., CompTIA, Microsoft)

Tools

Halo PSA

PSA/RMM tools

EDR/security tools

Backup platforms

Job description

Key Responsibilities

• Manage the ticket queue and client escalation pipeline daily across the client portfolio, ensuring requests are correctly prioritized and resolved within each client's SLA.


• Manage Tier 1/Tier 2 technicians; monitor and analyze team performance metrics and work with the SM to implement corrective actions.


• Mentor and coach Tier 1/Tier 2 technical resources.


• Act as an escalation point for the SM, taking on additional scope as required.


• Manage responses to and assist in major IT incidents across managed environments.


• Manage client scoping requests and IMACs (Install/Move/Add/Change requests) across managed accounts within established SLAs.


• Deliver a “White Glove” experience, ensuring every client interaction is professional and positive.


• Anticipate and plan for increases in client needs and service levels across the client base.


• Some onsite work may be required for service-related issues at client sites.


• Act as a client SME (Subject Matter Expert), providing hands‑on technical guidance on complex issues across multiple client environments.


• Create and contribute to KB/SOP documentation to embed best practices.


• Maintain strong ticket hygiene in the PSA: accurate logs, notes, activity reports, and ticket execution.


• Act as vendor coordination and liaison point for vendor‑specific issues or requests.


• Support and help maintain the PSA/RMM toolset used to manage and monitor client environments.


• Participate in after‑hours or on‑call support rotations as assigned, in accordance with company policies and applicable employment standards.


• Troubleshooting Windows & macOS support: endpoint troubleshooting for laptops, peripherals, printers, and remote access tools.


• Microsoft 365: Exchange Online (mail flow, shared mailboxes, permissions), Teams, SharePoint/OneDrive, licensing and user administration.


• Identity: Active Directory and Entra ID – ADDS, GPO, account lifecycle, group membership, conditional access, and MFA.


• Networking: DNS/DHCP, VPN, firewalls, VLANs, routing & switching, Wi‑Fi, and VoIP.


• Server & virtualization: Windows Server administration and troubleshooting; virtualization (Hyper‑V or similar hypervisors).


• IP‑based & non‑traditional systems: CCTV/NVR, access control/building automation, EV systems, and digital signage, escalating to vendors or Tier 3 as needed.

Required Qualifications

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.


• Minimum 4–7 years of IT infrastructure, Systems Administration, or similar IT support experience in a Managed Service Provider (MSP) environment, including proven Tier 2 troubleshooting capability.


• Minimum 1+ year of experience in management or leadership role within an IT service delivery environment.


• Experience supporting multiple clients or accounts concurrently in a managed services environment.


• Experience implementing, managing, and supporting third‑party cloud services.


• SME-level expertise in Windows Server & Desktop Administration, virtualization, and networking (firewalls, VLANs, VPNs, routing & switching).


• Advanced troubleshooting and escalation‑handling skills, working harmoniously across teams for successful client delivery.


• Strong communication, interpersonal, and organizational skills; able to multitask in a fast‑paced, SLA‑driven environment, internally and client‑facing.


• A self‑starter with a genuine desire to help grow and mentor the team.


• Completion of professionally recognized technical certifications.


• Successful completion of a criminal background check.

Nice to Have

• Experience with Halo PSA (or similar PSA/RMM tools), endpoint security/EDR, and backup platforms.


• Certifications such as CompTIA A+/Network+, Microsoft, or other relevant vendor certifications.

Success in First 90 Days

• Effectively manages the ticket queue and escalation pipeline across the client portfolio within established SLAs.


• Build strong working relationships with the TAM, SM, and clients as a trusted escalation point.


• Demonstrates sound mentorship of Tier 1/Tier 2 technicians and measurable improvement in team performance metrics.

Salary Range

$80,000 - $100,000 Annually

About The Company

Onni For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North America, with offices in Vancouver, Toronto, Los Angeles, Seattle, Phoenix, and Chicago.

AI Use

This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency. Employees are expected to use AI responsibly and in compliance with company policies, data privacy requirements, confidentiality obligations, and applicable laws. All AI‑generated or AI‑assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees are also expected to disclose when AI tools have been used in the creation of work and must not present AI‑generated content as solely their own original work.