Team Lead, End-User Experience (EUE)This is an exciting opportunity for a senior end-user computing professional to help build and lead a new End-User Experience function at West Fraser. In this working lead role, you will set the technical standard for endpoint support and engineering, mentor a team of experienced specialists, and help ensure employees across our offices and mill sites have a reliable, secure, and effortless technology experience.
You'll Do:Build and lead the End-User Experience team as a new function, including operating rhythm, intake and queue management, and team norms.
Mentor, coach, and develop Endpoint Specialists while acting as the team's technical standard setter and final internal escalation point.
Work directly in the escalation queue as a senior resolver, supporting complex incidents across Windows, Microsoft 365 client applications, VPN/connectivity, mailbox issues, and application faults.
Own and continuously improve escalation processes between front-line support, regional field teams, and infrastructure/platform teams.
Oversee the endpoint stack as a service, including Microsoft Intune configuration profiles, compliance policies, update rings, Autopilot provisioning, application packaging, and SCCM workstation workloads.
Manage kiosk and dedicated device configurations, including employee kiosks, scale computers, production display PCs, and other purpose-built devices.
Drive recurring issues to root cause and convert solutions into knowledge base content that improves first-contact support.
You Have:- A minimum of seven years of experience in end-user computing, modern workplace engineering, endpoint management, or a related IT discipline.
- Architect-level depth across the Microsoft endpoint stack, with the judgment to design standards that others can follow.
- Expert knowledge of Microsoft Intune, Autopilot, configuration profiles, compliance policies, update management, and application deployment at scale.
- Strong knowledge of Microsoft Entra conditional access, including policy design, implementation, and troubleshooting across device, identity, and application signals.
- Experience working in hybrid environments, including hybrid AD joined devices, GPO and Intune coexistence, and co-managed workloads.
- Experience mentoring, coaching, or developing technical specialists as a people leader or senior technical lead.
- Experience building or substantially improving a function, service, or team, including cross-team operating agreements such as escalation contracts, RACIs, or shared tenant boundaries.
- Excellent troubleshooting, prioritization, written communication, and root cause analysis skills.
- Experience with SCCM co-management, kiosk/shared device management, application control, ITIL, or formal service management practices is considered an asset.
- A bachelor's degree in computer science, information technology, or a related field; equivalent direct work experience will also be considered.
Relevant industry certifications such as MD-102 or ITIL Foundation are preferred.
Compensation Package:- The salary range for this position is $102,316 - $121,500 this may vary depending on experience, education, and location.
- Annual bonus opportunity
- Outstanding benefits package including medical, dental, pension, life insurance, disability, accident insurance, vacation, and holidays
Your Workplace Location:Nestled amidst captivating natural beauty, Vancouver is a city that promises an enchanting experience to its visitors. Its balmy climate, coupled with the warm hospitality of its people, has earned it a reputation as one of the most sought-after tourist destinations in the world. However, Vancouver's appeal doesn't just end there. The city boasts a vibrant cultural scene, with a rich diversity of languages and ethnicities, adding to its unique charm. As one of Canada's most ethnically and linguistically diverse cities, Vancouver is a melting pot of cultures, traditions, and lifestyles, making it an unparalleled place to live.
