IT Support Lead

Job Responsibility:

IT Support Lead

Location: Saskatoon, SK (On-Site) Salary: $70,000 - $80,000 per year

About the Role:

We are looking for an experienced IT Support Lead to oversee and support our Level 2 Technical Support Team . This role is crucial in ensuring smooth IT operations for our clients while providing hands-on technical expertise and mentorship to the team. The ideal candidate will be a problem solver, technical expert, and leader who can improve processes, reduce escalations, and free up senior management from day-to-day support tasks.

NOTE: Your knowledge will be tested as part of the hiring process. Fake or AI-generated resumes will be rejected immediately.

Key Responsibilities: Technical Leadership & Support

• Provide advanced troubleshooting and resolution for escalated technical issues related to:
• DNS, Active Directory, and Group Policy Management
• Remote Desktop Services (RDS) & Virtual Desktop Environments
• Windows Server & Workstation Administration
• Microsoft 365 (Exchange, SharePoint, Teams, Intune, Azure AD)
• Business applications, networking, and security software
• Act as the final escalation point before involving senior management or vendors.
• Improve and document best practices, standard procedures, and troubleshooting guides for the team.
• Assist in system upgrades, migrations, and deployments for clients.

Mentorship & Team Development

• Lead, mentor, and train Level 2 IT Support Technicians.
• Ensure the team is following best practices, prioritizing tasks, and resolving issues efficiently .
• Provide technical coaching and performance feedback to improve problem-solving skills.
• Facilitate knowledge sharing and process improvements to increase efficiency and reduce downtime.

Process & Client Management

• Serve as the main point of contact for technical escalations , reducing the owner's involvement in day-to-day IT issues.
• Work closely with clients to understand their IT needs, implement solutions, and proactively prevent issues .
• Manage and optimize IT service tickets, documentation, and workflow processes .
• Assist in vendor coordination and license management for business-critical applications.
• Collaborate with cybersecurity and infrastructure teams to enforce security best practices .

What We're Looking For:

• 5+ years of experience in IT support, with at least 2 years in a leadership or mentoring role .
• Expertise in DNS, Active Directory, RDS, Windows Server, and Microsoft 365 .
• Strong networking knowledge (VPN, VLANs, firewalls, routing, etc.).
• Excellent problem-solving, troubleshooting, and decision-making skills .
• Ability to prioritize and delegate tasks while ensuring high-quality support.
• Strong written and verbal communication skills for mentoring and client interactions.
• Experience working in an MSP (Managed Service Provider) environment is a plus.

Your knowledge will be tested during the hiring process. If you submit a fake or AI-generated resume, you will be immediately disqualified.

Why Join Us?

• A key leadership role that allows you to take ownership of IT operations and processes .
• Competitive salary with opportunities for growth and professional development .
• A supportive and team-oriented environment focused on innovation and efficiency.
• The chance to work with cutting-edge technology and help businesses improve their IT infrastructure .

Job Type: Full-time

Pay: $70,000.00-$85,000.00 per year

Additional pay:

• Overtime pay

Benefits:

• Dental care
• Extended health care
• Paid time off
• Vision care

Flexible language requirement:

• French not required

Schedule:

• Monday to Friday
• On call

Licence/Certification:

• Drivers License (required)

Willingness to travel:

• 25% (preferred)

Work Location: In person

Expected start date: 2025-04-01