Technical Team Lead

Onni Group; Vancouver; Hybrid; CAD 80,000 - 95,000; Full time

Job summary

Onni Group is seeking a Technical Team Lead in Vancouver to manage the ticket queue, oversee escalation pipelines, and provide hands-on guidance across multiple client environments.

You will mentor Tier 1/2 technicians, coordinate major incidents, and ensure all work aligns with SLAs while delivering a high-standard “White Glove” client experience. Some onsite work may be required.

Qualifications

• Diploma or Bachelor's degree in Information Technology, Computer Science, or related field.
• 4–7 years in IT infrastructure or MSP environment with Tier 2 troubleshooting.
• At least 1 year in a management/leadership role within IT service delivery.
• Experience supporting multiple clients/accounts in MSP and cloud services.
• Certifications and successful criminal background check completed.

Responsibilities

• Manage ticket queue and client escalation pipeline across the client portfolio, ensuring SLA alignment.
• Lead and mentor Tier 1/ Tier 2 technicians; monitor performance and drive improvements.
• Coordinate major IT incidents and vendor liaison activities across managed environments.
• Oversee IMAC requests across managed accounts within established SLAs.
• Provide hands-on SME guidance and contribute to KB/SOP documentation.

Skills

Leadership

Communication

Multitasking

Customer service

Mentoring

Education

Diploma or Bachelor’s in IT/CS

Tools

Halo PSA

Job description

Job Description

Key Responsibilities Technical Team Lead Manage the ticket queue and client escalation pipeline daily across the client portfolio, ensuring requests are correctly prioritized and resolved within each client's SLA. Manage Tier 1/Tier 2 technicians; monitor and analyze team performance metrics and work with the SM to implement corrective actions. Mentor and coach Tier 1/Tier 2 technical resources. Act as an escalation point for the SM, taking on additional scope as required. Manage responses to and assist in major IT incidents across managed environments. Manage client scoping requests and IMACs (Install/Move/Add/Change requests) across managed accounts within established SLAs. Deliver a "White Glove" experience, ensuring every client interaction is professional and positive. Anticipate and plan for increases in client needs and service levels across the client base. Some onsite work may be required for service-related issues at client sites. Act as a client SME (Subject Matter Expert), providing hands-on technical guidance on complex issues across multiple client environments. Create and contribute to KB/SOP documentation to embed best practices. Maintain strong ticket hygiene in the PSA: accurate logs, notes, activity reports, and ticket execution. Act as vendor coordination and liaison point for vendor-specific issues or requests. Support and help maintain the PSA/RMM toolset used to manage and monitor client environments. Participate in after-hours or on-call support rotations as assigned, in accordance with company policies and applicable employment standards Troubleshooting Windows & macOS support: endpoint troubleshooting for laptops, peripherals, printers, and remote access tools. Microsoft 365: Exchange Online (mail flow, shared mailboxes, permissions), Teams, SharePoint/OneDrive, licensing and user administration. Identity: Active Directory and Entra ID – ADDS, GPO, account lifecycle, group membership, conditional access, and MFA. Networking: DNS/DHCP, VPN, firewalls, VLANs, routing & switching, Wi-Fi, and VoIP. Server & virtualization: Windows Server administration and troubleshooting; virtualization (Hyper-V or similar hypervisors). IP-based & non-traditional systems: CCTV/NVR, access control/building automation, EV systems, and digital signage, escalating to vendors or Tier 3 as needed.

Required Qualifications

Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field. Minimum 4–7 years of IT infrastructure, Systems Administration, or similar IT support experience in a Managed Service Provider (MSP) environment, including proven Tier 2 troubleshooting capability. Minimum 1+ year of experience in management or leadership role within an IT service delivery environment. Experience supporting multiple clients or accounts concurrently in a managed services environment. Experience implementing, managing, and supporting third-party cloud services. SME-level expertise in Windows Server & Desktop Administration, virtualization, and networking (firewalls, VLANs, VPNs, routing & switching). Advanced troubleshooting and escalation-handling skills, working harmoniously across teams for successful client delivery. Strong communication, interpersonal, and organizational skills; able to multitask in a fast-paced, SLA-driven environment, internally and client-facing. A self-starter with a genuine desire to help grow and mentor the team. Completion of professionally recognized technical certifications. Successful completion of a criminal background check.

Nice to Have

Experience with Halo PSA (or similar PSA/RMM tools), endpoint security/EDR, and backup platforms. Certifications such as CompTIA A+/Network+, Microsoft, or other relevant vendor certifications.

Success in First 90 Days

Effectively manages the ticket queue and escalation pipeline across the client portfolio within established SLAs. Build strong working relationships with the TAM, SM, and clients as a trusted escalation point. Demonstrates sound mentorship of Tier 1/Tier 2 technicians and measurable improvement in team performance metrics.

Salary Range

$80,000 - $95,000 Annually

About The Company

Onni For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North America, with offices in Vancouver, Toronto, Los Angeles, Seattle, Phoenix, and Chicago.

AI Use

This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency. Employees are expected to use AI responsibly and in compliance with company policies, data privacy requirements, confidentiality obligations, and applicable laws. All AI-generated or AI-assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees are also expected to disclose when AI tools have been used in the creation of work and must not present AI-generated content as solely their own original work.