Team Lead, Admin Support

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.

WHAT YOU'LL BRING TO THE ROLE:

Desired Competencies:

• 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.

This posting is not for a current vacancy; it is for future candidate consideration.