Workplace Technology Support Lead

Eminenceorganics; Vancouver; On-site; CAD 80,000 - 110,000; Full time

Benefits offered by this job

Bonuses

Health benefits

Professional development

Job summary

Eminence Organic Skin Care is seeking a Workplace Technology Support Lead in Vancouver, BC. The role requires onsite presence five days a week and focuses on designing, supporting, configuring, and maintaining company-wide collaboration systems such as RingCentral, Office 365, Jira/Confluence, Docebo LMS, SharePoint, and Azure.

You will report to the Senior Manager, Technical Service Operations & Security, lead a team of systems professionals, manage incidents, drive CAB processes, and ensure

Qualifications

• 5+ years in desktop, network support, and cloud solutions.
• Hands-on experience with cloud platforms, VOIP, and collaboration tools.
• 5+ years with Active Directory, Entra ID, SSO, and access controls.
• 3+ years managing remote workforce technology and enterprise collaboration tools.
• Experience with RingCentral, Office 365, SharePoint, OneDrive, Azure.
• Proficiency in Azure, Windows Server, AD, and virtualized environments.
• Knowledge of Infrastructure as Code, network security, firewalls, and IAM.
• LMS platform administration; Docebo bonus is a plus.
• Exceptional interpersonal, leadership, and communication skills.

Responsibilities

• Evaluate and manage vendor relationships for hardware, software, and cloud solutions.
• Maintain equipment inventory, perform installations, and ensure performance.
• Manage the processing of incoming calls to the Service Desk for timely resolution.
• Develop and enforce request handling and escalation policies.
• Assess need for system reconfigurations and make recommendations.
• Identify and implement end user training to boost literacy.
• Provide technical assistance for cloud solutions, collaboration tools, and connectivity.
• Ensure data security regulations and best practices across cloud platforms.
• Maintain documentation of network configurations and cloud systems.
• Enforce policies tied to Incident and Problem management.
• Oversee incident management and resolution as incident manager.
• Oversee prioritization and escalation of IT incidents and coordinate response.
• Conduct post-mortems after major incidents.
• Lead Problem Management to root-cause recurring incidents.
• Attend CAB meetings and mature CAB processes.

Skills

Cloud platforms

VOIP systems

Active Directory

Entra ID

SSO

Security policies

LMS admin

Leadership

Communication

Tools

RingCentral

Office 365 SharePoint

OneDrive

Azure

Docebo

Job description

Workplace Technology Support Lead

Location: 530 West Broadway, Vancouver BC, Canada
Core hours: Monday to Friday from 8am – 4:30pm PST

Onsite Role: This position is required to be onsite 5 days a week

Role Summary

As the Workplace Technology Support Lead, you will be a key player in ensuring efficient communication, collaboration, and cloud infrastructure management across the organization. In this role, you will be responsible for designing, supporting, configuring, and maintaining company-wide collaboration systems such as VOIP (RingCentral), Office 365, Atlassian (Jira, Confluence), Learning Management System - LMS (Docebo), SharePoint and Azure (both cloud and local). You will be reporting to the Senior Manager, Technical Service Operations & Security, with the Systems Administrators, Cyber Risk Analyst, Security Administrator, Cloud Architects, Data Analysts and Service Desk Analysts being direct reports.

Responsibilities

• Evaluate, manage and source vendor relationships for hardware, software, and cloud solutions.
• Maintain equipment inventory, perform installations, and ensure optimal system performance.
• Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues
• Develop and enforce request handling and escalation policies and procedures
• Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency
• Provide technical assistance and troubleshooting to end users for cloud solutions, collaboration tools, conferencing platforms, and connectivity.
• Ensure that data security regulations compliance and best practices are implemented across cloud platforms and communication networks.
• Maintain clear documentation of network configurations, cloud systems, and user procedures.
• Enforce request handling and escalation policies and procedures tied to Incident and Problem management
• Oversee the incident management and resolution process as incident manager
• Oversee the prioritization and escalation of IT incidents, coordinate the incident response team, and implement the workarounds
• Conduct post-mortems after major incidents
• Lead Problem Management initiatives to determine the root cause of recurring or major IT incidents/outages and come up with permanent fix recommendations
• Attend and facilitate Change Advisor Board (CAB) meetings and implement appropriate tools and processes to mature CAB maturity of the organization

Qualifications

• 5+ years of experience in desktop, network support, and cloud-based solutions.
• Hands-on experience implementing and managing cloud platforms, VOIP, and collaboration solutions.
• 5+ years of experience with Active Directory, Entra ID, SSO, security policies, and access controls.
• 3+ years experience managing remote workforce technology and enterprise collaboration tools.
• Experience with RingCentral, Office 365 SharePoint, OneDrive, Azure, VOIP, Active Directory, Entra ID, SSO, users access controls and security policies.
• Proficiency in Microsoft Azure, Windows Server, Active Directory, and virtualized environments.
• Knowledge of Infrastructure as Code, network security, firewalls, and access management.
• Knowledge of LMS platform Administration (experience with Docebo considered a bonus)- asset
• Exceptional interpersonal, leadership, and communication skills

Total Rewards

• Competitive salary, quarterly and annual bonuses based on individual and company goals
• 100% employer-paid premiums for extended health, health spending account, wellness program, green transportation incentive, various paid time-off options available from your first day, and product discounts
• Focus on professional development, 1:1 meetings with your leader, tuition assistance program and length of service rewards

The Application

Please submit a resume with a cover letter.

Closing date for applications: Thursday, August 13th, 2026, at 9pm PST.

Our Company

Eminence Organic Skin Care provides premium products and unparalleled service to leading salons, spas, beauty professionals, and retail customers. For 14 years in a row, skin care professionals have voted Eminence Organic Skin Care as their Favorite Skin Care Lineandtheir favorite company for Product Education. As a Certified B Corporation®, we are looking for Team-members who seek to positively impact lives within our communities, give back through philanthropic endeavours, and make choices to exemplify sustainability and be stewards of the environment.

Eminence Organic Skin Care is proud to be an equal opportunity employer. We are passionate about maintaining an inclusive workplace that encourages and values diversity.