Team Lead, IT Support

Office of T̓aat̓aapatḥsiʔaała (always thinking and making decisions) - Administration - Ucluelet, British Columbia (Hybrid) - Classification: Band 6 — Lead / Supervisor

Reports To: Manager, Administrative Office

Supervises: Helpdesk/Deskside Support

Location: hitac̓u, BC (Ucluelet)

Employment Type: Full-Time, Permanent

Salary Band: Band 6 ($71,070 – $106,605)

POSITION PURPOSE

The Team Lead, IT Support oversees the Yuuuluʔiłʔatḥ Government's information technology systems, cybersecurity posture, and vendor relationships, while providing leadership and work direction to the IT Helpdesk/Deskside Support personnel. This role ensures the reliability, security, and strategic alignment of all IT infrastructure and services in support of organizational operations and community services.

ACCOUNTABILITY IT Systems & Infrastructure Oversight

• Oversee the administration, maintenance, and optimization of servers, networks, cloud services (Microsoft 365, Azure), and endpoint devices across all YG facilities.
• Monitor system performance, capacity, and availability; proactively identify and resolve infrastructure bottlenecks or failures.
• Manage IT asset lifecycle, including procurement, deployment, tracking, and decommissioning of hardware and software.
• Ensure reliable backup, disaster recovery, and business continuity procedures are in place and regularly tested.
• Monitor Microsoft Message Center and flag any feature or security related bulletins that may affect YG users/environment.

Cybersecurity & Data Governance

• Develop, implement, and enforce cybersecurity policies, standards, and controls to protect organizational and community data.
• Conduct regular risk assessments, vulnerability scans, and security audits; manage incident response and remediation.
• Oversee user access management, identity governance, and compliance with privacy legislation (PIPEDA, FOIPPA).
• Educate staff on security awareness, phishing prevention, and safe data-handling practices.
• Draft and maintain IT policies, procedures, and service-level standards in consultation with the Manager, Administrative Office.
• Manage relationships with external IT vendors, managed service providers, and consultants; negotiate contracts and monitor performance.
• Advise the Manager on technology investments, renewal cycles, and budget planning to align IT capability with organizational priorities.
• Track software licensing, warranty status, and maintenance agreements to ensure compliance and cost-effectiveness.

Team Leadership & Help Desk Supervision

• Provide work direction, coaching, and performance oversight to the IT Helpdesk/Deskside Support personnel, setting priorities and quality standards for end-user support.
• Establish and monitor IT service desk metrics (ticket volume, resolution times, user satisfaction) to ensure responsive service delivery.
• Foster a collaborative, respectful team environment that reflects Yuuuluʔiłʔatḥ values and supports staff development.
• Serve as the escalation point for complex technical issues and high-priority incidents.
• Manage Knowledgebase of IT documentation for Helpdesk/Deskside Support personnel.
• Foster a Continuous Improvement mindset and culture within the IT team, and collect and track user feedback for potential quality improvements.
• Lead or coordinate IT projects including system migrations, infrastructure upgrades, and new technology rollouts.
• Develop and maintain a technology roadmap that anticipates future needs and aligns with YG's strategic plan.
• Collaborate with department leaders to understand operational requirements and translate them into effective technical solutions.
• Document project plans, timelines, and outcomes; report progress to the Manager, Administrative Office and Executive as required.

EDUCATION & EXPERIENCE Required:

• Post-secondary diploma or degree in Information Technology, Computer Science, or a related technical field, or the combination of equivalent experience and technical certifications.
• Minimum 3 years of progressive IT experience, including at least 1 year in a supervisory, lead, or senior technical capacity.
• Demonstrated expertise in Microsoft 365 administration, Entra ID, Intune and network administration.
• Proven experience managing vendor relationships, IT contracts, and service-level agreements.
• Strong working knowledge of cybersecurity frameworks, data privacy legislation, and IT risk management practices.
• Valid Class 5 BC driver's license (or equivalent) and ability to travel between facilities as required.

Preferred:

• Relevant industry certifications (e.g., Microsoft M365 Certifications, CompTIA Security+, Microsoft Certified: Azure Administrator,