Platform Support Team Lead

2 weeks ago

Toronto, Ontario, Canada iTMethods Inc. Full time
iTMethods has grown to become a market leader in enabling Enterprise DevOps.

Our Managed DevOps SaaS Platform enables global enterprises to securely integrate, migrate, and modernize their complex, multi-cloud, multi-vendor DevOps environments leveraging our partnerships with industry leaders like: Atlassian, CloudBees, GitHub, GitLab, Sonatype and Jenkins.

iTMethods helps companies build better software faster and more securely.

We play a critical role in helping organizations capitalize on their growth opportunities by using DevOps to accelerate their pace of software delivery and innovation.

Based in Toronto, we offer the excitement and agility of a start-up and the security of a profitable, well-established company serving fortune 1000 clients across North America and Europe.

We are looking for curious leaders in all positions who can lean in and driving the outcomes that build on our market leadership as well as continue to delight and grow the value we deliver to our customers.


The opportunity

Who you are


You are someone who thrives leading the team as a player and a coach and have interacted with customers and team members on a daily basis.

You drive resolution to support requests and are very alert to service levels in turning around customer requests and issues.

With outstanding communication skills to collaborate with customers, peers, engineers, account management and leadership, you are a valued contributor in identifying and implementing operational efficiencies and customer success and you help to develop a highly skilled, competent and responsible team.


What you'll do

  • Responsible for ensuring all support and maintenance requests are completed with effective communication and within service levels committed to.
  • Act as an escalation point for supportrelated issues, coordinating efforts from various teams to reach prompt resolution.
  • Coach, mentor, and direct team members.
  • Work with Platform Services Leadership, and Sales/Customer Success teams to identify, and resolve customer escalations and risks; as well as to identify growth opportunities.
  • Work with Reporting team to provide customers insights into support activities, service levels, and metrics.
  • Work with Operations team to monitor vendor updates and security alerts, and schedule upgrades of customer deployments.
  • Help with the onboarding and offboarding of resources.
  • Ensure Root Cause Analysis is completed for all high priority incidents, and provide support sign off.
  • Develop and maintain documentation and standard operations procedures for all support related activities.
  • Identify best practices and relate them to the iTMethods experience looking for opportunities to constantly improve.

What's in it for you

  • Technical challenges_. You want to play a critical role ensuring we deliver timely and complete resolution to support requests, incidents, and proactive maintenance, while effectively communicating with our customers.
  • Exposure. _You will play a pivotal role in building and maintaining the support competency and continuously elevating this with the creation of the appropriate mindset and skillset and addressing any improvements identified right away.

What you bring

  • An obsession with providing great customer service and always having a good handle on priorities and commitments and service levels.
  • Ability to take ownership and lead the team in all aspects of service requests, customer support, platform updates and compliance requests.
  • A continuous improvement mentality that is always looking for opportunities to create and fine tune repeatable processes and procedures and keeping an eye out for automating the support operations to minimize human error.
  • Ability to understand and action the need to coach, mentor and develop your team so that they are always performing at the highest level.
  • A desire to continually grow your experience and knowledge through learning and certification.
  • A natural collaboration approach to all you do and all those you interact with.
  • 5+ years in a technical support role with at least 1 years as team lead and a solid understanding of service level metrics and ITSM principles.
  • Experience and understanding of DevOps concepts and tools that are supported on the iTMethods DevOps SaaS Platform.
  • Experience in working with and supporting workloads running in hyperhybrid cloud environment.

Our commitment to you

  • Flexible work environment
  • Competitive compensation and benefits package
  • Learning and Development
  • Career Progression


 Culture
  • One team environment founded on respect and collaboration where we do not take shortcuts and are customer obsessed

Join us


iTMethods is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and where every employee has the opportunity to realize their potential.

We are committed to providing reasonable accommodations, if required, and will work with you

  • Team Lead, Platform Team

    2 weeks ago

    Toronto, Ontario, Canada Method:CRM Full time

    Opportunity### Method:CRM is a dynamic and innovative company committed to delivering top-notch products and experiences to our users. Our mission is to foster growth through data-driven decisions and cutting-edge technology. We are seeking an A-Player to join our team as a Lead Developer, responsible for driving and executing on the platform team's...

  • Coordinator/team Lead

    2 weeks ago

    Toronto, Ontario, Canada TEAM DFF Full time

    Coordinator/Team LeadRole and ResponsibilitiesThe Coordinator/Team Lead is responsible for the daily operations of the home. Leading a small team of personal support workers supporting a young man in his own home. You are responsible for attending to hiring, training, supervising and leading a team of dedicated associates and staffing supports. The...

  • Product Manager

    2 weeks ago

    Toronto, Ontario, Canada Platform Full time

    About :Adopted and loved by 16,000+ developers, 7,000 customers, and proven over the last 8 years - provides out-of-the-box capabilities that serve as the launchpad for creative development teams' out-of-the-box thinking.Platformers are a remote, global workforce, and we thrive in a multicultural team. We are committed to open source and an open, welcoming...

  • Vice President, Finance

    2 weeks ago

    Toronto, Ontario, Canada PLATFORM Insurance Full time

    How you will be Successful Manage and oversee the company's accounting and FPA functions, ensuring accuracy, timeliness, and compliance with GAAP and regulatory requirements. Partner with brokerage operations to provide financial insights and support decisionmaking. Lead the development and implementation of financial models and analysis to support business...

  • Team Lead, Support Operations

    2 weeks ago

    Toronto, Ontario, Canada Ten Thousand Coffees Full time

    We're Ten Thousand Coffees (10KC), the only all-in-one platform for inclusive mentoring, connectivity, and skills development that drives better employee engagement and retention. Organizations rely on 10KC to build, manage, scale, and measure all of their mentoring and networking experiences in one fully integrated platform.200+ organizations use our...

  • Senior Platform Engineer and Platform Support Specialist

    2 weeks ago

    Toronto, Ontario, Canada GuruLink Full time

    Our client builds leading-edge Enterprise Asset Management software to help some of the world's largest organizations to manage millions of fleet and fixed assets in over fifty countries. They enable customers to mine mission-critical data to optimize the maintenance of their assets. In this role, you will play a pivotal part in maintaining and enhancing...

  • Product Lead, Advertising Platform

    2 weeks ago

    Toronto, Ontario, Canada Loblaw Digital Full time

    At Loblaw Digital, we know that our customers expect the best from us. Whether that means building the best, most innovative online shopping experiences, or designing an app that will impact the lives of people across the country, we're up for the challenge. Loblaw Digital is the team responsible for building and operating the online businesses of Canada's...

  • Team Lead, Deskside Support

    2 weeks ago

    Toronto, Ontario, Canada Aecon Full time

    Come Build Your Career at Aecon As a Canadian leader in infrastructure development, Aecon is and building what matters for future generations to thrive We lead some of the most impactful infrastructure of our generation, at the forefront of transformational change in transportation and energy, and partnering every day to build, connect, power, and...

  • Team Lead, Deskside Support

    2 weeks ago

    Toronto, Ontario, Canada Aecon Full time

    Come Build Your Career at AeconAs a Canadian leader in infrastructure development, Aecon is safely and sustainably building what matters for future generations to thrive We lead some of the most impactful infrastructure projects of our generation, at the forefront of transformational change in transportation and energy, and partnering every day to build,...

  • Team Lead, Deskside Support

    3 weeks ago

    Toronto, Ontario, Canada Aecon Full time

    Come Build Your Career at AeconAs a Canadian leader in infrastructure development, Aecon is safely and sustainably building what matters for future generations to thrive We lead some of the most impactful infrastructure projects of our generation, at the forefront of transformational change in transportation and energy, and partnering every day to build,...

  • Production Support Team Lead

    2 weeks ago

    Toronto, Ontario, Canada AcuityAds Full time

    AcuityAds is a leading technology company that provides marketers with a one-stop solution for omnichannel digital advertising with best-of-category return on advertising spend. Our journey automation technology, illumin, offers planning, buying and real-time intelligence from one platform. With proprietary Artificial Intelligence, illumin brings unique...

  • Field Support Team Lead

    2 weeks ago

    Toronto, Ontario, Canada Spin Master Ltd Full time

    Are you a kid at heart looking to build a career with a leading global children's toy, entertainment and digital gaming company?At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest minds—and that's why...

  • Core Platforms Lead

    3 hours ago

    Toronto, Ontario, Canada Zurich Canada Full time

    The Opportunity Are you looking for a caring, collaborative, values-driven workplace with inspiring teammates and leaders? Do you have the ambition and desire to be the best and thrive at the most impactful global insurance provider in the world? Look no further than Zurich Canada. If you have Guidewire ClaimCenter and are looking for a new challenge, we...

  • Field Support Team Lead

    2 weeks ago

    Toronto, Ontario, Canada Spin Master Full time

    Please Note: If you are a current Spin Master employee with access to Workday, apply to this job via the Workday application. Are you a kid at heart looking to build a career with a leading global children's toy, entertainment and digital gaming company? At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part...

  • Data Platform Engineering Lead

    2 weeks ago

    Toronto, Ontario, Canada FETCH REWARDS INC Full time

    FETCH REWARDS INC Data Platform Engineering Lead MADISON , Wisconsin Apply Now seeks a Data Platform EngineeringLead based in Madison, Wisconsin.The job duties for the Data PlatformEngineering Lead include: Design, create and maintain a platform thatprocesses high throughput events and delivers them to a data lake ormakes them available for real time...

  • Lead Software Engineer, Platform

    2 weeks ago

    Toronto, Ontario, Canada Storm4 Full time $200,000 - $260,000

    Role: Lead Software EngineerLocation: Toronto (remote)Salary: CAD$200K- CAD$260K + large equityThis is a great opportunity for a Lead Software Engineer to join the founding engineering team at an early stage startup that sits at the intersection of Mobility and Payments They have developed a SaaS platform that is powering the next generation of smart...

  • Data Platform Engineering Lead

    2 weeks ago

    Toronto, Ontario, Canada FETCH REWARDS INC Full time

    FETCH REWARDS INC Data Platform Engineering Lead MADISON , Wisconsin Apply Now JOB REQUIREMENTS:Fetch Rewards, Inc. seeks a Data Platform EngineeringLead based in Madison, Wisconsin.The job duties for the Data PlatformEngineering Lead include: Design, create and maintain a platform thatprocesses high throughput events and delivers them to a data lake ormakes...

  • Core Platforms Delivery Lead

    2 weeks ago

    Toronto, Ontario, Canada Zurich Insurance Full time

    The Opportunity Are you looking for a caring, collaborative, valuesdriven workplace with inspiring teammates and leaders? Do you have the ambition and desire to be the best and thrive at the most impactful global insurance provider in the world? Look no further than Zurich Canada. If you have experience managing Commercial Insurance IT platforms like...

  • Claims Administrator

    2 weeks ago

    Toronto, Ontario, Canada PLATFORM Insurance Full time

    #### How you will Impact PLATFORMHow you will be Successful Uphold PLATFORM's quality of service standards by providing behindthescenes support to ensure client satisfaction. Provide administrative support to Claims Specialists, assisting in the efficient handling of claims. Report all new claims and collaborate with Account Managers to ensure that loss and...

  • Engineering Team Lead

    4 weeks ago

    Toronto, Ontario, Canada Localcoin Full time

    ABOUT USLocalcoin, founded in 2017 with headquarters in Toronto, is on a mission to simplify the process and experience of buying or selling digital currencies across Canada. We envision bringing digital currency to the mainstream financial market through partnerships with leading corporate and franchised retail spaces. With terminals across Canada and...