Team Lead, Tower Support

J.D. Irving, Limited; Halifax; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading shipyard in Canada is seeking a Team Lead – Tower Support to deliver high-quality Tier 2 technical support. This full-time, on-site role involves managing operations, setting goals, and ensuring superior customer service. The ideal candidate has over 5 years in IT environments, a relevant degree, and strong knowledge of Windows 11 and Apple OS. This position offers an opportunity to drive technological solutions and foster relationships while maintaining service excellence.

Qualifications

• 5+ years in IT environments.
• Cisco Certified Network Associate or Microsoft Certified Systems Associate (possess or in progress).
• Core competencies: strategic influencer, trusted advisor, capability builder.

Responsibilities

• Prioritize and assign work intake and escalations.
• Communicate with BSG leaders to understand priorities.
• Lead the daily management process for your team.
• Own end-to-end resolution of customer incidents.

Skills

Analytical problem-solving

Technology advocacy

Knowledge of Windows 11

Knowledge of Apple OS

Education

University Degree or College Diploma

Tools

ServiceNow

Job description

As the most modern shipyard in North America, Irving Shipyard is defined by its pace and appetite for change. This will mean jumping right in, taking ownership, and leading the charge even if the way forward isn’t always clear. If you’re naturally curious, motivated by a fast-moving environment and looking to drive new solutions this is an opportunity for you. Discover, synthesize, and analyze information from a variety of sources within JDI enterprise.

The Team Lead – Tower Support is responsible for delivering high-quality Tier 2 technical support to JDI owners, management, and end users within the assigned office tower. This role ensures that business activities are completed efficiently and effectively with minimal disruption. The Team Lead will manage daily operations, set team goals, and foster strong relationships with key stakeholders while maintaining superior customer service standards.

This position requires full-time on-site presence.

All successful applicants must meet requirements for Canadian Controlled Goods Program (CGP), Canadian Government Security clearance, and U.S. International Traffic in Arms Regulations (ITAR).

Qualifications

• Education: University Degree, College Diploma.
• Experience: 5+ years in IT environments.
• Certifications: Cisco Certified Network Associate or Microsoft Certified Systems Associate (possess or in progress).
• Technical Skills: Strong knowledge of Windows 11 and Apple OS; analytical problem-solving; technology advocacy.
• Core Competencies: Strategic influencer, trusted advisor, capability builder, change champion, innovator, and expert.

Responsibilities

• Prioritize and assign work intake and escalations.
• Communicate with BSG leaders to understand priorities and share risks or service concerns.
• Lead the daily management process for your team.
• Set performance and development goals that improve business outcomes and grow team capabilities.
• Build relationships with key leaders and support staff in the Tower.
• Own end-to-end resolution of customer incidents escalated from Tier 1.
• Provide white-glove support for VIP users and owners.
• Ensure video conference rooms are maintained and supportable.
• Execute approved customer service requests.
• Collaborate with PMO and RMO for maintenance and project planning.
• Maintain accurate ticket updates and asset status in ServiceNow.
• Mentor end users on effective technology use.
• Manage telecommunications assets, both mobility and landline.
• Promote a positive JDI IT brand through superior customer service.