Team Lead, Tower Support

As the most modern shipyard in North America, Irving Shipyard is defined by its pace and appetite for change. This will mean jumping right in, taking ownership, and leading the charge even if the way forward isn't always clear. If you're naturally curious, motivated by a fast-moving environment and looking to drive new solutions this is an opportunity for you. Discover, synthesize, and analyze information from a variety of sources within JDI enterprise.

The Team Lead – Tower Support is responsible for delivering high-quality Tier 2 technical support to JDI owners, management, and end users within the assigned office tower. This role ensures that business activities are completed efficiently and effectively with minimal disruption. The Team Lead will manage daily operations, set team goals, and foster strong relationships with key stakeholders while maintaining superior customer service standards.

This position requires full-time on-site presence.

All successful applicants must meet requirements for Canadian Controlled Goods Program (CGP), Canadian Government Security clearance, and U.S. International Traffic in Arms Regulations (ITAR).

• Prioritize and assign work intake and escalations.
• Communicate with BSG leaders to understand priorities and share risks or service concerns.
• Lead the daily management process for your team.
• Set performance and development goals that improve business outcomes and grow team capabilities.
• Build relationships with key leaders and support staff in the Tower.
• Own end-to-end resolution of customer incidents escalated from Tier 1.
• Provide white-glove support for VIP users and owners.
• Ensure video conference rooms are maintained and supportable.
• Execute approved customer service requests.
• Collaborate with PMO and RMO for maintenance and project planning.
• Maintain accurate ticket updates and asset status in ServiceNow.
• Mentor end users on effective technology use.
• Manage telecommunications assets, both mobility and landline.

• Promote a positive JDI IT brand through superior customer service.

• Education: University Degree, College Diploma.

• Experience: 5+ years in IT environments.
• Certifications: Cisco Certified Network Associate or Microsoft Certified Systems Associate (possess or in progress).
• Technical Skills: Strong knowledge of Windows 11 and Apple OS; analytical problem-solving; technology advocacy.
• Core Competencies: Strategic influencer, trusted advisor, capability builder, change champion, innovator, and expert.

The belief that what people experience matters more than technology is part of our foundational core. We also believe that our ability as a team grows exponentially when we share success. These centering values – some of our non-negotiables - guide our decisions and inform how we show up daily. Join a team that aims to simplify the path forward and inspire commitment.

With over 380 employees centralized in Saint John, Fredericton, Dieppe and Halifax, we offer the opportunity to create real value by helping people and businesses work smarter. JDI IT supports the entire J.D. Irving Limited group of companies which means we offer opportunities and experiences across a wide breadth of IT areas, businesses and industries. As a member of the JDI IT team, you will be a key player in enabling the business to win by overcoming obstacles and "getting it done"

We believe in the power of diverse teams and invest in continuous professional growth. We are seeking naturally curious change makers looking to join a collaborative and motivated team. Come help JDI IT Raise the Bar

Founded in 1882, J.D. Irving, Limited (JDI) has operations in Canada and the United States and are a team of 20,000 dedicated employees. At J.D. Irving, Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive workplace, you can grow your career across our various operating divisions.

We are committed to creating accessible environments for our colleagues, candidates, and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary, or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Worried you do not meet all the requirements? Studies have shown that many applicants apply only to job opportunities when they feel they meet 100% of the criteria. We promote an inclusive environment where everyone is appreciated, recognized, and empowered to contribute fully. If you are interested in this position but are worried you did not meet all the requirements, we would encourage you to still apply.

We appreciate your interest in our company however only those candidates selected for an interview will be contacted.