Team Lead, Admin Support

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.

New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.

A member of our Talent Acquisition team reviews ALL of our applications - yes a real person reviews resumes They are excited to read more about what amazing things you could add to D2L.

About This Role
The
Team Lead, Admin Support
is responsible for overseeing a team of specialists who provide technical and administrative support to clients using the D2L Brightspace Learning Management System (LMS) and associated tools. This role combines hands-on technical expertise with leadership, coaching, and operational oversight to ensure timely and effective resolution of user issues. The Team Lead acts as an escalation point for complex LMS or system-related problems, ensures documentation and processes are maintained, supports project initiatives, and drives continuous improvement in service delivery.

The ideal candidate has experience supporting an LMS or similar SaaS platform, strong troubleshooting skills, and the ability to guide a team in delivering an exceptional administrator and end-user support experience.

How You'll Make An Impact
Leadership & Team Management

• Coach and mentor a team of Product and Technical Support Specialists.
• Conduct regular performance reviews and provide constructive developmental feedback.
• Foster a collaborative, inclusive, and high-performance team culture.
• Support team scheduling, workload management, and skills development.

Operational Management

• Oversee day-to-day operations of the Admin Support team, ensuring timely resolution of client cases.
• Monitor and analyze case metrics and service trends to identify gaps and opportunities for improvement.
• Develop, refine, and implement support workflows, processes, and best practices.
• Participate in leader on-call rotations and manage escalations as needed.

Technical Support

• Serve as an escalation point for complex technical, LMS, or platform configuration issues.
• Troubleshoot issues related to system configuration, integrations, content management, user access, and supported browsers.
• Perform case management activities to maintain a healthy backlog and ensure service-level adherence.
• Ensure all incidents, solutions, and troubleshooting steps are accurately documented.
• Contribute to root-cause analysis and collaborate with internal teams to resolve systemic issues.

Customer Service

• Maintain strong customer satisfaction (CSAT) scores through effective communication and issue management.
• Communicate technical information clearly to both technical and non-technical users.
• Develop and maintain knowledge base articles (KBA), documentation, and support master pages.
• Host client-facing meetings, including support reviews, training sessions, or post-escalation discussions.

Project Management

• Lead or participate in internal and client-facing projects relating to LMS administration, support operations, or technology improvements.
• Collaborate with cross-functional teams (Product, Engineering, Professional Services, Customer Success) to ensure project milestones are achieved.
• Track project deliverables, communicate progress, and ensure timely completion of initiatives.

Desired Competencies
WHAT YOU'LL BRING TO THE ROLE:

• Strong technical troubleshooting and analytical skills across web-based applications and LMS platforms.
• Effective leadership abilities, including coaching, mentoring, and performance management.
• Strong written and verbal communication skills, with an ability to simplify complex technical concepts.
• Sound decision-making and problem-solving skills, with ability to prioritize in fast-paced environments.
• Ability to identify root causes and implement sustainable solutions.
• Strong organizational and time-management skills.
• Ability to collaborate across teams and influence without authority.

Desired Skills

• Proficient in Office 365.
• Strong understanding of supported browsers (Chrome, Firefox, Safari, Edge) and their interactions with SaaS platforms.
• Familiarity with Learning Management Systems—experience with Brightspace is a significant asset.
• Experience with Salesforce or similar case management tools.
• Ability to interpret support metrics and perform trend analysis.
• Competence in conducting performance reviews and goal setting.
• Experience developing or improving operational processes.
• Strong interpersonal skills to build effective relationships with team members and clients.

Desired Experience

• 3+ years of experience supporting an LMS or web-based SaaS application in a customer support or help desk environment.
• Experience leading, supervising, or mentoring team members.
• Practical project management experience from initiation through completion.
• Strong knowledge of web-based technologies, infrastructure, and browser behavior.
• Excellent customer service, communication, collaboration, and analytical skills.
• Strong attention to detail and the ability to manage competing priorities in a fast-paced environment.

The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate's relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.

Base Salary Range

$65,000—$85,500 CAD

Don't meet every single requirement?
We strongly encourage you to still apply At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop

Why We're Awesome
At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through :

• Impactful work transforming the way the world learns
• Flexible work arrangements
• Learning and Growth opportunities
• Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
• 2 Paid Days off for Catch the Wave related activities like exams or final assignments
• Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
• Retirement planning
• 2 Paid Volunteer Days
• Competitive Benefits Package
• Home Internet Reimbursements
• Employee Referral Program
• Wellness Reimbursement
• Employee Recognition
• Social Events
• Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.