Technical Team Lead: Client IT & Escalations

Onni Group of Companies; Vancouver; On-site; CAD 80,000 - 95,000; Full time

Benefits offered by this job

Halo PSA experience

Job summary

Onni is seeking a Technical Team Lead in Vancouver to manage IT infrastructure across multiple client accounts, ensuring SLA-compliant resolutions and high-quality service. You will mentor Tier 1–2 technicians, coordinate incidents, and collaborate with vendors while driving standard operating procedures across environments.

The role requires strong Windows Server, virtualization, and networking expertise, plus excellent communication.

Qualifications

• Minimum 4–7 years of IT infrastructure and systems administration in an MSP environment.
• Minimum 1+ year of management or leadership experience in IT service delivery.
• Experience supporting multiple clients concurrently in a managed services setting.
• SME-level expertise in Windows Server, desktop administration, virtualization, and networking.
• Advanced troubleshooting and escalation handling across teams for client delivery.
• Strong written and verbal communication; ability to mentor and grow a team.
• Professional certifications and successful background check required.

Responsibilities

• Manage ticket queue and escalation pipeline across client portfolio within SLAs.
• Supervise Tier 1/Tier 2 technicians; monitor performance metrics and drive corrective actions.
• Mentor and coach junior staff; act as escalation point for service delivery.
• Handle major IT incidents across managed environments and coordinate resolutions.
• Oversee client scoping requests, IMACs, and vendor coordination across accounts.
• Maintain PSA hygiene with accurate logs, notes, and activity reports.

Skills

Leadership

Troubleshooting

Communication

Mentoring

Education

Bachelor’s degree in IT / CS

Diploma in Information Technology

Tools

Halo PSA

RMM tools

Job description

Onni is seeking a Technical Team Lead in Vancouver to manage IT infrastructure across multiple client accounts, ensuring SLA-compliant resolutions and high-quality service. You will mentor Tier 1–2 technicians, coordinate incidents, and collaborate with vendors while driving standard operating procedures across environments.

The role requires strong Windows Server, virtualization, and networking expertise, plus excellent communication.