Job Title

Location: 530 West Broadway, Vancouver BC, CanadaCore hours: Monday to Friday from 8am 4:30pm PSTOnsite Role: This position is required to be onsite 5 days a week.Role SummaryAs the Workplace Technology Support Lead, you will be a key player in ensuring efficient communication, collaboration, and cloud infrastructure management across the organization. In this role, you will be responsible for designing, supporting, configuring, and maintaining company-wide collaboration systems such as VOIP (RingCentral), Office 365, Atlassian (Jira, Confluence), Learning Management System - LMS (Docebo), SharePoint and Azure (both cloud and local). You will be reporting to the Senior Manager, Technical Service Operations & Security, with the Service Desk Analysts and Cloud Administrators being direct reports.ResponsibilitiesDesign, implement and support collaboration solutions that enable efficient communication and teamwork such as Microsoft Teams, SharePoint, Docebo, Atlassian Product Suite and other unified communication toolsMaintain and administer Azure cloud and Azure local (on-premises) server infrastructureEvaluate, manage and source vendor relationships for hardware, software, and cloud solutionsManage the processing of incoming calls to the Service Desk team via telephone and e-mail to ensure courteous, timely, and effective resolution of end user issuesProvide tiered technical support for resolving hardware and software issues, and providing technical assistance to end users for cloud solutions, collaboration tools, conferencing platforms, and connectivityTrack and analyze Service Desk request trends to generate statistical reports for key stakeholders and drive improvements in cloud technologies and user support based on the dataEnsure that data security regulations compliance and best practices are implemented across cloud platforms and communication networksMaintain clear documentation of network configurations, cloud systems, and user proceduresEnforce request handling and escalation policies and procedures tied to Incident and Problem managementOversee the prioritization and escalation of IT incidents, coordinate the incident response team, and implement the workaroundsConduct post-mortems after major incidentsImplement and coordinate the transfer of issues to the problem management process to permanently address the issue where necessaryLead Problem Management initiatives to determine the root cause of recurring or major IT incidents/outages and come up with permanent fix recommendationsCreatively implement a variety of root cause analysis techniques (e.g., 8 Disciplines or others)Qualifications5+ years of experience in IT operations, with at least 2 years in a leadership roleHands-on experience implementing and managing cloud platforms, VOIP, and collaboration solutions5+ years of experience with Active Directory, Entra ID, SSO, security policies, and access controls3+ years of experience managing remote workforce technology and enterprise collaboration toolsStrong knowledge of Office 365, Microsoft Teams, SharePoint, OneDrive, RingCentral, Azure,Proficiency in Microsoft Azure, Windows Server, Active Directory, and virtualized environmentsProven ability to lead cross-functional teams and manage multiple prioritiesExcellent problem-solving, communication, and interpersonal skillsKnowledge of LMS platform Administration (experience with Docebo considered a bonus)Bachelors degree in computer science, Information Technology or related fieldTotal RewardsCompetitive salary, quarterly and annual bonuses based on individual and company goals100% employer-paid premiums for extended health, health spending account, wellness program, green transportation incentive, various paid time-off options available from your first day, and product discountsFocus on professional development, 1:1 meetings with your leader, tuition assistance program and length of service rewardsThe Application Please submit a resume with a cover letter.Closing date for applications: Sunday, November 2nd, 2025 at 9pm PST.