IT Support Lead

About IEM

Industrial Electric Mfg. (IEM) is the largest independent full-line manufacturer of custom power distribution systems in North America. Founded more than 75 years ago in Fremont, California, IEM grew alongside Silicon Valley and today operates over 1.7 million square feet of manufacturing capacity. With $1B+ in annual sales and 10,000+ commissioned projects across technology, data centers, commercial, energy, utilities, healthcare, industrial, and infrastructure markets, IEM continues to deliver exceptional product quality, dependable service, and the flexibility to meet complex technical requirements at scale.

Position Summary

Reporting to the IT Manager, the IT Support Lead will join our IT department and oversee day-to-day technical support operations. In this role, you will manage a team of IT support specialists, coordinate support activities, and ensure the timely and effective resolution of technical issues across the organization.

Key Responsibilities

• Lead and mentor a team of IT support specialists to deliver outstanding technical support services.
• Serve as the first escalation point for complex IT issues and provide hands-on support when needed.
• Manage the IT support ticketing system for your location and ensure issues are logged, tracked, prioritized, and resolved according to SLAs.
• Monitor system performance and proactively identify areas for improvement.
• Ensure consistent documentation of issues, solutions, and support procedures.
• Coordinate with other IT teams (network, systems, security, etc.) to resolve cross-functional issues.
• Develop and deliver training and support materials for end-users.
• Participate in the onboarding and offboarding process for employees, including hardware and software setup.
• Maintain hardware and software inventories, ensuring proper lifecycle management.
• Contribute to IT policies, procedures, and compliance initiatives.
• Provide reporting on key performance metrics and team activities to IT leadership.

Supervision of Personnel

• No direct or indirect leadership expected of this role..

Qualifications

• Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).
• 4+ years of experience in IT support roles.
• Strong troubleshooting skills in Windows/Mac OS environments, Microsoft 365, networking, and common business applications
• Experience managing a ticketing system (e.g., Zendesk, ServiceNow, Jira Service Management).
• Familiarity with Active Directory, Exchange, VPN, endpoint management tools, and remote support solutions
• Excellent communication, interpersonal, and customer service skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Strong organizational skills with attention to detail.
• Employees must complete at least one year of employment in their current department.

Job Location

• The position is 100% onsite role at our Vancouver IEM facilities, but may be subject to very limited travel to other IEM facilities or conferences..

We thank all applicants for their interest, however, only those selected for the Interview will be contacted.

Why Join IEM

At IEM, you'll join a team that powers some of the world's most ambitious projects. We're engineers, makers, and problem-solvers who thrive on tackling complex challenges and delivering solutions that keep industries moving forward. If you're driven, collaborative, and ready to make an impact, we'd love to hear from you. Your creativity and passion can help us achieve great things—come be part of the journey.

Learn more about IEM at

We offer comprehensive and competitive benefits package designed to support our employees' well-being, growth, and long-term success. View a snapshot of our benefits at

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Non-Discrimination Statement

IEM does not discriminate against any applicant based on any characteristic protected by law.

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