Workplace Technology Support LeadLocation: 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 SummaryAs 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 Systems Administrators, Cyber Risk Analyst, Security Administrator, Cloud Architects, Data Analysts and Service Desk Analysts being direct reports.
Responsibilities- Evaluate, manage and source vendor relationships for hardware, software, and cloud solutions.
- Maintain equipment inventory, perform installations, and ensure optimal system performance.
- Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues
- Develop and enforce request handling and escalation policies and procedures
- Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations
- Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency
- Provide technical assistance and troubleshooting to end users for cloud solutions, collaboration tools, conferencing platforms, and connectivity.
- 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 incident management and resolution process as incident manager
- Oversee the prioritization and escalation of IT incidents, coordinate the incident response team, and implement the workarounds
- Conduct post-mortems after major incidents
- Lead Problem Management initiatives to determine the root cause of recurring or major IT incidents/outages and come up with permanent fix recommendations
- Attend and facilitate Change Advisor Board (CAB) meetings and implement appropriate tools and processes to mature CAB maturity of the organization
Qualifications- 5+ years of experience in desktop, network support, and cloud-based solutions.
- 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 experience managing remote workforce technology and enterprise collaboration tools.
- Experience with RingCentral, Office 365 SharePoint, OneDrive, Azure, VOIP, Active Directory, Entra ID, SSO, users access controls and security policies.
- Proficiency in Microsoft Azure, Windows Server, Active Directory, and virtualized environments.
- Knowledge of Infrastructure as Code, network security, firewalls, and access management.
- Knowledge of LMS platform Administration (experience with Docebo considered a bonus) - asset
- Exceptional interpersonal, leadership, and communication skills
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.
Closing date for applications: Thursday, August 13th, 2026, at 9pm PST.
