Workplace Technology Support Lead

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.