IT Support Team Lead

ML6 Search + Talent Advisory; Vancouver; On-site; CAD 85,000 - 110,000; Full time

Job summary

Our client in the education sector is seeking an IT Support Team Lead to guide a distributed IT environment. The role emphasizes hands-on leadership, coordinating field technicians, and delivering high-quality service across Windows, macOS, and iPadOS platforms.

The position requires extensive experience in IT support, strong Microsoft 365 knowledge, and confidence in mentoring staff. Travel to Vancouver sites is expected as part of the role.

Qualifications

• At least 5+ years of progressive IT support and infrastructure experience.
• At least 2+ years of completed post-secondary education in a relevant computer or technology discipline.
• Level 2 technical support experience within a large or complex IT environment.
• Previous supervisory, team-lead, or managerial experience within an IT support environment.
• Strong hands-on experience supporting Windows and macOS computers, as well as iPadOS or other mobile devices.
• Experience supporting devices managed through Microsoft Intune and Jamf.
• Strong knowledge of Microsoft 365 applications (Outlook, Teams, OneDrive, OneNote, SharePoint).
• Working knowledge of Active Directory, security groups, permissions, and device access.

Responsibilities

• Coordinate and delegate work across field and desktop support technicians.
• Manage ticket assignments, priorities, workloads, service levels, and technical escalations.
• Provide Level 2 technical support across Windows, macOS, and iPadOS environments.
• Diagnose and resolve complex endpoint hardware, OS, application, connectivity, and peripheral issues.
• Mentor, train, and provide daily technical guidance to IT support professionals.
• Plan and coordinate endpoint refreshes, device deployments, and service-delivery projects.
• Travel to organizational sites within Vancouver as required.

Skills

Team leadership

Mentoring

Communication

Troubleshooting

Documentation

ITIL knowledge

Education

Post-secondary education in computer/tech

Tools

Microsoft Intune

Jamf

Microsoft 365

Active Directory

VMware

IT ticketing system

Job description

Our client in the education sector is looking for an IT Support Team Lead to join their IT team supporting a large, highly distributed enterprise technology environment. This organization operates one of the most complex public-sector infrastructures in the region, supporting multiple sites, thousands of users, and mission-critical technology services that must remain highly available.

This is a hands-on technical leadership position responsible for coordinating field technicians, overseeing ticket assignments, resolving escalated technical issues, and leading service-delivery projects. While the position does not have formal direct reports, it will provide daily direction, mentorship, training, and technical guidance to other IT support professionals.

What You’ll Be Doing:

• Coordinate and delegate work across field and desktop support technicians.
• Manage ticket assignments, priorities, workloads, service levels, and technical escalations.
• Provide Level 2 technical support across Windows, macOS, and iPadOS environments.
• Diagnose and resolve complex endpoint hardware, operating system, application, connectivity, and peripheral issues.
• Support devices managed through Microsoft Intune and Jamf.
• Troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, OneNote, and SharePoint.
• Support Active Directory user accounts, permissions, group memberships, and device access.
• Troubleshoot printers, scanners, print queues, drivers, and other workplace technologies.
• Support laptops, desktops, tablets, mobile devices, docking stations, monitors, and related peripherals.
• Identify issues requiring escalation to device management, networking, security, infrastructure, or application teams.
• Act as the primary escalation point for challenging technical and customer-service issues.
• Mentor, train, and provide daily technical guidance to IT support professionals.
• Plan and coordinate endpoint refreshes, device deployments, technology rollouts, and other service-delivery projects.
• Work with stakeholders to assess technology requirements and recommend appropriate hardware and endpoint solutions.
• Create and maintain technical documentation, support procedures, checklists, tutorials, and training materials.
• Monitor recurring incidents and recommend improvements to support processes, technology standards, and service delivery.
• Travel to organizational sites within Vancouver as required.

What You’ll Need to Be Successful:

• At least 5+ years of progressive IT support and infrastructure experience.
• At least 2+ years of completed post-secondary education in a relevant computer or technology discipline.
• Demonstrated Level 2 technical support experience within a large or complex IT environment.
• Previous supervisory, team-lead, or managerial experience within an IT support environment.
• Experience providing work direction, technical mentorship, training, and guidance to support professionals.
• Strong hands-on experience supporting Windows and macOS computers, as well as iPadOS or other mobile devices.
• Experience supporting and troubleshooting endpoints managed through Microsoft Intune and Jamf.
• Strong knowledge of Microsoft 365 applications, including Outlook, Teams, OneDrive, OneNote, and SharePoint.
• Working knowledge of Active Directory, user accounts, security groups, permissions, and device access.
• Experience diagnosing hardware, operating system, software, network connectivity, printing, and peripheral issues.
• Experience supporting printers, scanners, print queues, print drivers, and related technologies.
• Familiarity with endpoint security, antivirus, patching, software deployment, and device-compliance requirements.
• General knowledge of enterprise networks, servers, virtual environments, and technologies such as VMware.
• Experience using an enterprise ticketing or IT service-management platform to assign, prioritize, document, and escalation incidents.
• Strong analytical and troubleshooting skills, including the ability to identify root causes and determine when an issue should be escalated.
• Strong technical documentation skills and the ability to maintain accurate procedures, checklists, and support records.
• Excellent written and verbal communication skills, including the ability to translate technical information into everyday language.
• Knowledge of ITIL Foundation principles or equivalent IT service-management experience is considered an asset.
• Experience working in a large, multi-site, enterprise, public-sector, unionized, or education environment is considered an asset.
• A valid driver’s licence and the ability to travel between sites.
• The ability to lift, carry, or move technology equipment weighing up to 50 pounds.