IT Team Lead

1 week ago

Montréal, Canada Leap Event Technology Full time

**WHO WE ARE**:
Leap is revolutionizing the event technology industry by empowering organizers to create experiences that are more engaging, more thrilling, and more impactful than ever before. Our all-in-one suite of ticketing, mobile apps, experiential marketing, and patron management tools, combined with our expert marketing services, allows organizers to drive nonstop engagement and capture all customer data from their entire event. That’s why iconic brands like New York Comic Con, Bonnaroo, Illuminarium, and the NHL choose us to power their events.

Leap Event Technology is recognized and certified as a Top Workplace and Great Place to Work Canada.

**AS AN IT TEAM LEAD, YOU WILL**:

- Manage the IT Service Desk, ensuring timely resolution of tickets within established SLAs
- Provide guidance and support to IT technicians in troubleshooting complex IT issues, act as the primary POC for all escalated service desk issues
- Lead the maintenance, configuration and system administration of all IT infrastructure systems, act as the technical SME for all IT systems
- Establish and maintain Service Desk catalog of IT Services
- Oversee and coordinate IT projects related to our ticketing system, IT systems, asset management and hardware refresh cycles
- Oversee and manage the employee onboarding and offboarding process; work closely with the HR team to improve current standards
- Coordinate and manage day-to-day procurement of hardware, subscriptions, and licenses renewals
- Lead quarterly user audits and IT audits of IT-owned systems, ensuring compliance and security standards are met
- Maintain and update the IT knowledge base, documenting solutions and best practices for efficient troubleshooting and support
- Work closely with senior management to develop and execute team OKRs, and provide input on IT budget on an annual basis
- Assist in the development of Service Desk KPI metrics and provide monthly reports to senior management
- Coordinate and manage the IT team schedule to ensure proper coverage and support availability

**BENEFITS**:

- Group insurance plan
- RRSP match
- Generous PTO
- $200 USD event reimbursement
- STM transit coverage 60% (Montréal only)
- Udemy Business, a world-class learning and development platform

**EXPERIENCE & SKILLS**:

- Associate's Degree, Bachelor's preferred
- 5+ years experience in Helpdesk/IT support, with at least 3+ years experience in a senior team lead role
- 5+ years experience running help desk support in Google Workspace Environment; prior Google Workspace administration is strongly preferred
- 5+ years experience support experience in Windows and Mac environments
- Prior experience supporting and administrating the following enterprise tools is preferred: MDM (Jamf), Sophos AV, Atlassian (Jira Service Desk)
- Excellent written and oral communication skills
- Experience making IT purchases and keeping track of budgets
- Experience managing IT inventory, systems, and vendor relationships
- Ability to lead and coordinate IT projects, from inception to completion
- Familiarity with PCI compliance
- ITIL certification is a plus

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