IT Team Lead, End User Experience (EUE)

West Fraser; Vancouver; Hybrid; CAD 102,000 - 122,000; Full time

Benefits offered by this job

Annual bonus

Medical benefits

Pension

Paid vacation & holidays

Job summary

West Fraser in Vancouver, BC, seeks a senior End-User Experience Leader to build and lead a new EUE function. You will set technical standards for endpoint support, mentor specialists, and ensure a reliable, secure, and effortless technology experience for employees.

You’ll own escalation processes, oversee Intune, Autopilot, and SCCM workloads, and collaborate with regional teams to improve service delivery and user satisfaction.

Qualifications

• Seven+ years of experience in end-user computing or related IT discipline.
• Architect-level depth across Microsoft endpoint stack; able to design scalable standards.
• Expert knowledge of Intune, Autopilot, profiles, compliance, updates, and app deployment at scale.
• Experience with hybrid environments and Co-management with Intune and AD.

Responsibilities

• Build and lead the End-User Experience team, define operating rhythm and queue management.
• Mentor Endpoint Specialists and set technical standards; act as escalation point.
• Handle complex incidents across Windows, M365, VPN, mailbox issues, and application faults.
• Own escalation processes and improve collaboration between frontline, regional, and infrastructure teams.
• Oversee endpoint stack including Intune, Autopilot provisioning, packaging, and SCCM workloads.
• Manage kiosk and dedicated devices configurations and content for production needs.
• Translate recurring issues into knowledge base content to improve first-contact support.

Skills

End-user computing

Microsoft Intune

Autopilot

SCCM

Hybrid AD

Leadership

Mentoring

Root cause analysis

ITIL familiarity

Education

Bachelor's degree in CS/IT

Tools

SCCM

Intune

Autopilot

GPO

Job description

Description

Team Lead, End-User Experience (EUE)

West Fraser offers a range of exciting career opportunities for individuals seeking challenging and rewarding careers. Our Information Technology team is currently recruiting for a Team Lead, End-User Experience (EUE) based in Vancouver, BC.

This is an exciting opportunity for a senior end-user computing professional to help build and lead a new End-User Experience function at West Fraser. In this working lead role, you will set the technical standard for endpoint support and engineering, mentor a team of experienced specialists, and help ensure employees across our offices and mill sites have a reliable, secure, and effortless technology experience.

You’ll Do:

• Build and lead the End-User Experience team as a new function, including operating rhythm, intake and queue management, and team norms.
• Mentor, coach, and develop Endpoint Specialists while acting as the team’s technical standard setter and final internal escalation point.
• Work directly in the escalation queue as a senior resolver, supporting complex incidents across Windows, Microsoft 365 client applications, VPN/connectivity, mailbox issues, and application faults.
• Own and continuously improve escalation processes between front-line support, regional field teams, and infrastructure/platform teams.
• Oversee the endpoint stack as a service, including Microsoft Intune configuration profiles, compliance policies, update rings, Autopilot provisioning, application packaging, and SCCM workstation workloads.
• Manage kiosk and dedicated device configurations, including employee kiosks, scale computers, production display PCs, and other purpose-built devices.
• Drive recurring issues to root cause and convert solutions into knowledge base content that improves first-contact support.

You Have:

• A minimum of seven years of experience in end-user computing, modern workplace engineering, endpoint management, or a related IT discipline.
• Architect-level depth across the Microsoft endpoint stack, with the judgment to design standards that others can follow.
• Expert knowledge of Microsoft Intune, Autopilot, configuration profiles, compliance policies, update management, and application deployment at scale.
• Strong knowledge of Microsoft Entra conditional access, including policy design, implementation, and troubleshooting across device, identity, and application signals.
• Experience working in hybrid environments, including hybrid AD joined devices, GPO and Intune coexistence, and co-managed workloads.
• Experience mentoring, coaching, or developing technical specialists as a people leader or senior technical lead.
• Experience building or substantially improving a function, service, or team, including cross-team operating agreements such as escalation contracts, RACIs, or shared tenant boundaries.
• Excellent troubleshooting, prioritization, written communication, and root cause analysis skills.
• Experience with SCCM co-management, kiosk/shared device management, application control, ITIL, or formal service management practices is considered an asset.
• A bachelor’s degree in computer science, information technology, or a related field; equivalent direct work experience will also be considered.
  Relevant industry certifications such as MD-102 or ITIL Foundation are preferred.

Compensation Package:

• The salary range for this position is $102,316 - $121,500 this may vary depending on experience, education, and location.
• Annual bonus opportunity
• Outstanding benefits package including medical, dental, pension, life insurance, disability, accident insurance, vacation, and holidays

Your Workplace Location:

Nestled amidst captivating natural beauty, Vancouver is a city that promises an enchanting experience to its visitors. Its balmy climate, coupled with the warm hospitality of its people, has earned it a reputation as one of the most sought-after tourist destinations in the world. However, Vancouver's appeal doesn't just end there. The city boasts a vibrant cultural scene, with a rich diversity of languages and ethnicities, adding to its unique charm. As one of Canada's most ethnically and linguistically diverse cities, Vancouver is a melting pot of cultures, traditions, and lifestyles, making it an unparalleled place to live.

About Us:

West Fraser offers exciting career paths in trades, operations, professional services, engineering and forestry across more than 50 locations in Canada, the U.S., the U.K. and Europe.

From lumber to engineered wood products, West Fraser delivers high-quality, naturally renewable building materials to the world. In all aspects of our business, we’re committed to responsible product sourcing and harvesting practices, backed by globally-recognized forest certifications.

Diversity:

At West Fraser, we strongly believe promoting diversity and inclusion is essential to our success. Our commitment to creating inclusive workplaces is reflected in our core values, and we constantly strive to foster a culture that values and respects every individual’s unique background and perspective. By joining us, you will have the opportunity to be a part of a team dedicated to shaping a brighter future by embracing diversity and promoting inclusivity. Join our team at West Fraser and help us build a more diverse and inclusive community.

Sustainability:

West Fraser is fully committed to sustainable forest management as defined in our environmental policy, which is reflected in every aspect of our work. We adopt new technologies and innovations to create exceptional building materials. Wood products are a natural, renewable, recyclable, and environmentally sustainable choice for consumers who prioritize sustainability.