Job Description

IT Support Lead

Location:

Saskatoon, SK (On-Site)

Salary:

$70,000 - $80,000 per year

About the Role:

We are looking for an experienced

IT Support Lead

to oversee and support our

Level 2 Technical Support Team

. This role is crucial in ensuring smooth IT operations for our clients while providing

hands-on technical expertise

and

mentorship

to the team. The ideal candidate will be a

problem solver, technical expert, and leader

who can improve processes, reduce escalations, and free up senior management from day-to-day support tasks.

NOTE:

Your knowledge will be tested as part of the hiring process.

Fake or AI-generated resumes will be rejected immediately.

Key Responsibilities: Technical Leadership & Support

Provide

advanced troubleshooting and resolution

for escalated technical issues related to:

DNS, Active Directory, and Group Policy Management

Remote Desktop Services (RDS) & Virtual Desktop Environments

Windows Server & Workstation Administration

Microsoft 365 (Exchange, SharePoint, Teams, Intune, Azure AD)

Business applications, networking, and security software

Act as the

final escalation point

before involving senior management or vendors. Improve and document

best practices, standard procedures, and troubleshooting guides

for the team. Assist in

system upgrades, migrations, and deployments

for clients.

Mentorship & Team Development

Lead, mentor, and train

Level 2 IT Support Technicians. Ensure the team is

following best practices, prioritizing tasks, and resolving issues efficiently

. Provide

technical coaching

and

performance feedback

to improve problem-solving skills. Facilitate

knowledge sharing and process improvements

to increase efficiency and reduce downtime.

Process & Client Management

Serve as the

main point of contact for technical escalations

, reducing the owner's involvement in day-to-day IT issues. Work closely with clients to

understand their IT needs, implement solutions, and proactively prevent issues

. Manage and optimize

IT service tickets, documentation, and workflow processes

. Assist in

vendor coordination and license management

for business-critical applications. Collaborate with cybersecurity and infrastructure teams to

enforce security best practices

.

What We're Looking For:

5+ years of experience

in IT support, with at least

2 years in a leadership or mentoring role

. Expertise in

DNS, Active Directory, RDS, Windows Server, and Microsoft 365

. Strong

networking knowledge

(VPN, VLANs, firewalls, routing, etc.). Excellent

problem-solving, troubleshooting, and decision-making skills

. Ability to

prioritize and delegate tasks

while ensuring high-quality support. Strong written and verbal

communication skills

for mentoring and client interactions. Experience working in an

MSP (Managed Service Provider) environment

is a plus.

Your knowledge will be tested during the hiring process. If you submit a fake or AI-generated resume, you will be immediately disqualified.

Why Join Us?

A key leadership role that allows you to

take ownership of IT operations and processes

. Competitive salary with opportunities for

growth and professional development

. A supportive and

team-oriented environment

focused on innovation and efficiency. The chance to

work with cutting-edge technology and help businesses improve their IT infrastructure

.
Job Type: Full-time

Pay: $70,000.00-$85,000.00 per year

Additional pay:

Overtime pay
Benefits:

Dental care Extended health care Paid time off Vision care
Flexible language requirement:

French not required
Schedule:

Monday to Friday On call
Licence/Certification:

Drivers License (required)
Willingness to travel:

25% (preferred)
Work Location: In person

Expected start date: 2025-04-01