Workplace Technology Support Lead

Job Description

<p><b>Location:</b> 530 West Broadway, Vancouver BC, Canada</p><p><b>Core hours:</b> Monday to Friday from 8am - 4:30pm PST</p><p><br></p><p><b>Onsite Role: </b>This position is required to be onsite 5 days a week.</p><p><br></p><p><b>Role Summary</b></p><p>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 Service Desk Analysts and Cloud Administrators being direct reports.</p><p><br></p><p><b>Responsibilities</b></p><ul><li>Design, implement and support collaboration solutions that enable efficient communication and teamwork such as Microsoft Teams, SharePoint, Docebo, Atlassian Product Suite and other unified communication tools</li><li>Maintain and administer Azure cloud and Azure local (on-premises) server infrastructure</li><li>Evaluate, manage and source vendor relationships for hardware, software, and cloud solutions</li><li>Manage the processing of incoming calls to the Service Desk team via telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues</li><li>Provide tiered technical support for resolving hardware and software issues, and providing technical assistance to end users for cloud solutions, collaboration tools, conferencing platforms, and connectivity</li><li>Track and analyze Service Desk request trends to generate statistical reports for key stakeholders and drive improvements in cloud technologies and user support based on the data</li><li>Ensure that data security regulations compliance and best practices are implemented across cloud platforms and communication networks</li><li>Maintain clear documentation of network configurations, cloud systems, and user procedures</li><li>Enforce request handling and escalation policies and procedures tied to Incident and Problem management</li><li>Oversee the prioritization and escalation of IT incidents, coordinate the incident response team, and implement the workarounds</li><li>Conduct post-mortems after major incidents</li><li>Implement and coordinate the transfer of issues to the problem management process to permanently address the issue where necessary</li><li>Lead Problem Management initiatives to determine the root cause of recurring or major IT incidents/outages and come up with permanent fix recommendations</li><li>Creatively implement a variety of root cause analysis techniques (e.g., 8 Disciplines or others)</li></ul><p><br></p><p><b>Qualifications</b></p><ul><li>5+ years of experience in IT operations, with at least 2 years in a leadership role</li><li>Hands-on experience implementing and managing cloud platforms, VOIP, and collaboration solutions</li><li>5+ years of experience with Active Directory, Entra ID, SSO, security policies, and access controls</li><li>3+ years of experience managing remote workforce technology and enterprise collaboration tools</li><li>Strong knowledge of Office 365, Microsoft Teams, SharePoint, OneDrive, RingCentral, Azure,</li><li>Proficiency in Microsoft Azure, Windows Server, Active Directory, and virtualized environments</li><li>Proven ability to lead cross-functional teams and manage multiple priorities</li><li>Excellent problem-solving, communication, and interpersonal skills</li><li>Knowledge of LMS platform Administration (experience with Docebo considered a bonus)</li><li>Bachelors degree in computer science, Information Technology or related field</li></ul><p><br></p><p><b>Total Rewards</b></p><ul><li>Competitive salary, quarterly and annual bonuses based on individual and company goals</li><li>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</li><li>Focus on professional development, 1:1 meetings with your leader, tuition assistance program and length of service rewards</li></ul><p><br></p><p><b>The Application </b></p><p>Please submit a resume with a cover letter.</p><p>Applications are currently being reviewed. Immediate submissions are still welcome.</p>