Technical Support Lead

North Horizon Holdings Inc.; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is on the lookout for a proactive Technical Support Lead to enhance their IT operations. This role requires a seasoned professional with over 10 years of experience in IT infrastructure management and a solid foundation in Computer Science. You will lead a dynamic team, ensuring the smooth operation of critical IT services, particularly within the Microsoft 365 ecosystem. This position offers an exciting opportunity to drive strategic IT initiatives and foster innovation within the organization. Join a forward-thinking company that values technical expertise and offers a comprehensive benefits package, including performance bonuses and health coverage.

Benefits

Annual performance bonus

Extended health benefits

Life insurance

Vision care

Dental coverage

Physio + RMT

Paid vacations

Group RRSP

Free on-site gym membership

Free parking

Qualifications

• 10+ years of experience in IT infrastructure administration and support.
• Proven expertise in managing Microsoft 365 services.

Responsibilities

• Lead the technical support team to resolve IT issues and enhance customer service.
• Oversee the administration and optimization of IT infrastructure.

Skills

IT infrastructure administration

Microsoft 365 administration

Technical leadership

Troubleshooting

Stakeholder management

Communication skills

Windows server environments

Linux server environments

Emerging technologies

AI and automation tools

Education

Bachelor's degree in Computer Science

Industry certifications (e.g., Microsoft 365 Certified)

Tools

Microsoft 365

Azure Active Directory

Microsoft Intune

Microsoft Defender for Endpoint

Microsoft Purview

Power Platform

Job description

About our Company

North Horizon is a Canadian family office with a global investment reach. We are value-oriented investors in public equities, fixed incomes, private equities, venture capitals, and real estate.

We are seeking a highly experienced and proactive Technical Support Lead to manage and oversee the daily operations of our IT support and infrastructure services. The ideal candidate will have a solid academic foundation in Computer Science and a minimum of 10 years of hands-on experience in IT infrastructure administration and maintenance. Expertise in Microsoft 365 administration — including Intune, Defender, and Purview — is essential. This individual will serve as a technical leader, driving critical initiatives and executing the strategic vision of the Head of IT and senior management. Responsibilities could change as the needs of the IT department evolve.

What you will do:

1. Lead the technical support team, ensuring the effective and timely resolution of IT issues while delivering a high level of customer service to internal users.
2. Take responsibility for the administration, health, and optimization of the organization's IT infrastructure and endpoint ecosystem.
3. Oversee the full spectrum of Microsoft 365 services, including but not limited to:
1. Exchange Online, SharePoint Online, Teams, Azure AD
2. Microsoft Intune for endpoint management (Windows/macOS devices, compliance policies, app deployment)
3. Microsoft Defender for Endpoint/Microsoft XDR for security operations
4. Microsoft Purview for compliance, data loss prevention (DLP), and information governance
4. Serve as the escalation point for complex support cases and infrastructure issues.
5. Lead the implementation of IT initiatives and strategic projects aligned with organizational goals.
6. Provide mentorship, training, and oversight to support team members, fostering technical growth and accountability.
7. Maintain and improve documentation related to IT infrastructure, processes, policies, and asset inventory.
8. Collaborate with business units to align IT services and solutions with their evolving needs.
9. Evaluate and recommend new tools and technologies to improve operational efficiency and end-user productivity.

What you bring to this role:

1. Bachelor’s degree in Computer Science, Information Technology, or a related field.
2. At least 10 years of hands-on experience in IT infrastructure administration and support.
3. Proven experience in managing and administering Microsoft 365, including Exchange Online, SharePoint, Teams, Azure Active Directory, Intune, Defender for Endpoint, Purview, Power Platform, etc.
4. Strong working knowledge of both Windows and Linux server environments.
5. Deep understanding and experience with Microsoft Azure, particularly in the context of managing virtual machines, databases, networking, and other services.
6. Previous technical leadership experience, with a successful track record of leading teams and delivering infrastructure-focused projects.
7. A forward-thinking mindset and commitment to exploring emerging technologies — including AI and automation tools — to improve IT operational efficiency and streamline support processes.
8. Strong troubleshooting, communication, and stakeholder management skills.
9. Ability to work independently and manage multiple priorities in a dynamic IT environment.
10. Industry certifications (e.g., Microsoft 365 Certified: Enterprise Administrator Expert, Microsoft Certified: Azure Administrator Associate, ITIL) are considered strong assets.

What We Offer:

• Base Salary
• Annual performance bonus
• Comprehensive employee benefits:
• Extended health benefits
• Life insurance
• Vision care
• Dental coverage
• Physio + RMT
• Paid vacations
• Group RRSP
• Free on-site gym membership
• Free parking