Workplace Technology Support Lead

Job Description

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 Service Desk Analysts and Cloud Administrators being direct reports.

Responsibilities

• 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
• Maintain and administer Azure cloud and Azure local (on-premises) server infrastructure
• Evaluate, manage and source vendor relationships for hardware, software, and cloud solutions
• 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
• 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
• 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
• 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 prioritization and escalation of IT incidents, coordinate the incident response team, and implement the workarounds
• Conduct post-mortems after major incidents
• Implement and coordinate the transfer of issues to the problem management process to permanently address the issue where necessary
• Lead Problem Management initiatives to determine the root cause of recurring or major IT incidents/outages and come up with permanent fix recommendations
• Creatively implement a variety of root cause analysis techniques (e.g., 8 Disciplines or others)

Qualifications

• 5+ years of experience in IT operations, with at least 2 years in a leadership role
• 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 of experience managing remote workforce technology and enterprise collaboration tools
• Strong knowledge of Office 365, Microsoft Teams, SharePoint, OneDrive, RingCentral, Azure,
• Proficiency in Microsoft Azure, Windows Server, Active Directory, and virtualized environments
• Proven ability to lead cross-functional teams and manage multiple priorities
• Excellent problem-solving, communication, and interpersonal skills
• Knowledge of LMS platform Administration (experience with Docebo considered a bonus)
• Bachelors degree in computer science, Information Technology or related field

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.

Applications are currently being reviewed. Immediate submissions are still welcome.