Qualifications

• 5-7 years of Level 3 IT support experience (mandatory)
• 2 years experience in technical leadership or team coordination (important asset)
• Strong troubleshooting skills
• Good mastery of Microsoft 365, Azure, servers, and networks
• Familiarity with MSP environments is a strong asset
• Understanding of SLAs, IT operations, and priority management
• Experience with ticketing and documentation tools

Responsibilities

• Guide the team daily from Level 1 to Level 3
• Prioritize tasks and ensure smooth workflow execution
• Maintain a structured, professional, and effective work environment
• Oversee the On-Call rotation function
• Participate in onboarding and training new team members
• Establish and enforce common working methods
• Foster team autonomy without micromanagement
• Address complex, critical, or sensitive tickets
• Act as a technical reference for the team
• Support team during high workload periods
• Ensure quality of interventions and documentation
• Contribute to client environment stability
• Collaborate with technical experts on complex issues
• Monitor SLA adherence and priority tracking
• Quickly identify operational risks or deviations
• Supervise the quality of time sheets and tickets
• Escalate sensitive situations efficiently to service manager

Benefits

• Dental insurance
• Disability insurance
• Paid leave
• Equal employer contribution to RRSP
• On-site gym
• Flexible arrival and departure hours
• Kilometer allowance
• Reduced or free food
• Employee assistance program
• Wellness programs
• Casual dress code
• Hybrid remote work