Workplace Technology Support Lead

Eminence Organic Skin Care; Vancouver; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Bonuses

Product discounts

Onsite role

Job summary

Eminence Organic Skin Care seeks a Workplace Technology Support Lead in Vancouver to oversee desktop, network, and cloud-based solutions. The role focuses on supporting VOIP, Office 365, SharePoint, LMS, and Azure, with direct reports including systems admins and security staff.

You will manage incident response, vendor relations, and end-user training while ensuring regulatory compliance and robust documentation across all platforms.

Qualifications

• Five+ years’ desktop, network, and cloud-based experience.
• Experience with cloud platforms and collaboration tools.

Responsibilities

• Evaluate, manage and source vendor relationships for hardware, software, and cloud solutions.
• Maintain equipment inventory, installations, and optimal system performance.
• Manage Service Desk intake via phone and email for timely issue resolution.
• Develop and enforce request handling and escalation policies.
• Assess need for system reconfigurations and recommendations.
• Identify and implement end-user training to increase literacy.
• Provide technical assistance for cloud solutions, collaboration tools, and connectivity.
• Ensure data security regulations compliance across cloud platforms and networks.
• Maintain documentation of configurations, cloud systems, and user procedures.
• Enforce incident management processes and escalation policies.
• Oversee incident management and coordinate response; drive root-cause fixes.
• Lead CAB meetings and mature CAB processes.

Skills

Leadership

Communication

Cloud experience

Tools

RingCentral

Office 365

Jira

Confluence

Docebo

SharePoint

Azure

Active Directory

Entra ID

SSO

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

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.

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