Team Lead, IT Support

Westland Insurance Group Ltd.; Dartmouth; On-site; CAD 70,000 - 90,000; Full time

Job summary

Westland Insurance Group Ltd. is seeking a Team Lead for IT Support in Dartmouth, NS. This role involves managing IT support operations, guiding a team of analysts, and ensuring high-quality service delivery. The ideal candidate will have leadership experience, a customer-centric mindset, and strong technical skills. Join a company that values community and offers opportunities for growth and development.

Benefits

Flexible paid Values Days

Paid Volunteer Days

Financial assistance for training

Inclusive workplace culture

Qualifications

• Minimum 3 years’ experience in a team lead role focused on IT Services.
• Well-versed with ITIL Processes and ITSM implementations.
• Strong technical skills in troubleshooting hardware, software & networking.

Responsibilities

• Lead day-to-day Service Desk operations and ensure timely resolution of support requests.
• Serve as an escalation point for complex technical issues.
• Promote a customer-first culture and improve user experience.

Skills

Customer-centric mindset

Technical troubleshooting

Leadership

Time management

Job description

Dartmouth, NS, Dartmouth, Nova Scotia, Canada

Job Description

Posted Tuesday, May 6, 2025 at 7:00 AM

We’re searching for a Team Lead, IT Support. Are you searching for new possibilities?

Westland Insurance Group Ltd is growing and has a new opportunity for a Team Lead, IT Support in Dartmouth, NS .

The Westland story is all about growth, and that means plenty of possibility for everyone on our team. Every day, Westland proves that building a great business means taking care of communities, clients, and each other with equal commitment. As we continue to open new doors, we're inviting amazing people like you to join us.

Discover what’s possible, with Westland.

As the Team Lead, IT Support, you will play a key leadership role in managing the daily operations of the IT Support Desk, ensuring Westland employees receive timely, high-quality technical assistance that supports business continuity. You will be responsible for guiding a team of Support Analysts, managing service desk operations, and driving a culture of accountability, collaboration, and continuous improvement. Your leadership will help ensure the IT Support team is well equipped to deliver exceptional customer service and support Westland’s strategic goals.

Westland is committed to continuous learning where employees can grow their potential and write the stories of their careers. Financial assistance is available for approved work-related training/development courses leading to certification, and programs that offer professional development, including seminars and conferences.

Interested in learning more?

Why you'll love Westland:

• An open, flexible and welcoming workplace
• Plenty of opportunities to grow and learn
• Autonomy to drive your own success
• Be part of our inclusive culture, alongside an extraordinarily talented community of people with a wide variety of backgrounds
• A total rewards program that takes care of your financial, physical, and mental health
• Flexible paid Values Days to celebrate days important to you
• Paid Volunteer Days for employees as part of Amplifying Communities, a program to support causes that matter most to our employees and clients

Why we’ll love You:

• You have a minimum of 3 years’ experience in a team lead or supervisor role focused on delivering IT Services
• You are well-versed with ITIL Processes and ITSM implementations
• You have a customer-centric mindset that is driven to develop and improve technology services and operations catering to customer needs and requirements
• You possess broad knowledge of IT applications, processes, and infrastructure concepts & technologies
• You have a strong level of technical skills, troubleshooting IT-related issues with hardware, software & networking
• You are a problem solver and can analyze fault scenarios under pressure with competing demands & conflicting priorities
• You have experience establishing & maintaining collaborative and effective working relationships with others
• You work independently with little direction
• You possess strong leadership skills, including motivating the team, guiding, and coaching individual team members, developing talent, and enhancing performance
• You have exceptional interpersonal, communication and relationship-building skills
• You thrive in a fast-paced environment and effectively meet deadlines
• You have excellent time management and organization skills with attention to detail and the ability to multitask

Once here, you'll:

• Lead day-to-day Service Desk operations, including ticket queue monitoring, workload distribution, and service quality oversight to ensure timely and effective resolution of support request
• Serve as an escalation point for complex or high-impact technical issues, coordinating responses and ensuring clear communication with stakeholders through to resolution
• Collaborate closely with the peer Team Lead, IT Support to maintain alignment and consistency across support processes, standards, and performance expectations
• Promote a customer-first culture by ensuring prompt, courteous, and effective service, and by actively seeking opportunities to improve the user experience
• Actively engage in training and coaching support staff, identifying skill gaps, and implementing learning and development plans to build team capability and service excellence
• Liaise with business units to understand support needs, set expectations, and communicate IT support capabilities and limitations
• Maintain and continuously improve documentation for support processes, procedures, and roles to enhance team knowledge and operational efficiency
• Foster a positive team environment through regular 1:1s, team meetings, and by providing mentorship, conflict resolution, and support to team members
• Monitor individual and team performance, deliver constructive feedback, and take appropriate steps to address performance issues or gaps
• Communicate key updates, metrics, and service trends to IT leadership and other internal stakeholders on a regular basis
• Champion a culture of continuous improvement, accountability, and transparency across the team
• Participate in an on-call rotation to manage after-hours escalations and ensure continuity of service
• Lead and coordinate IT incident response during service disruptions or critical outages
• Perform other duties as assigned to support the overall goals and operations of the IT function

#LI-IL1

#LI-Onsite

Want to get to know each other better? Send your resume our way.

You belong here We strive to be much more than a great place to work. Here, you join a collective of incredibly vibrant, purpose driven, and open-minded people. Every day, Westland proves that building a great business means taking care of communities, clients, and each other with equal commitment. You will be supported and respected for who you are and for the voice you add to the conversation. At Westland, you will feel the power of community. Westland Insurance Ltd. is an inclusive organization that values diversity in its workforce. We listen, champion equity and diversity, and create safe welcoming spaces where everyone has a voice and is free to be themselves. Westland Insurance Ltd. encourages applications from all qualified individuals and will accommodate applicants' disability-related needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process. If you require a disability -related accommodation in order to participate in the recruitment process, please contact the recruitment team by email at [e-mail]

Dartmouth, NS, Dartmouth, Nova Scotia, Canada