Information Technology Team Lead- Helpdesk

Provide first and second-level technical support through phone, email, chat, video, remote software, and onsite face-to-face support

Respond to helpdesk tickets, troubleshoot issues, and resolve problems in a timely manner

Support PCs, servers, printers, phones, security systems, and networking equipment

Maintain detailed documentation of user communications and resolutions within the ticketing system.

Follow up on ongoing support issues to ensure implemented solutions are effective and clearly communicated

Support Microsoft technologies including Microsoft 365, Active Directory, Azure AD, Intune, SharePoint, MDM, patching, backups, and server environments

Assist in planning and executing IT projects such as hardware deployments, software implementations, upgrades, and maintenance initiatives

Monitor and update system performance and security

Manage user accounts, permissions, rights, and group memberships

Coordinate with vendors and service providers to ensure proper maintenance and operation of equipment

Escalate unresolved issues to appropriate internal escalation teams when necessary

Support network administration tasks including LAN, VLAN, VPN, firewalls, and VoIP systems

Assist with cybersecurity tools and processes such as EDR, SIEM, NDR, and vulnerability management (considered an asset)

Assist in training users on new systems and software

Contribute to the development and implementation of IT policies and procedures

Attend workshops or industry-related events to stay current with emerging technologies and security practices

Perform other duties as assigned

On-Call Responsibilities

This role participates in a weekly rotating on-call schedule shared among IT team members. During assigned on-call weeks, coverage is required:

Weekdays: 5:00pm–9:00am

Weekends: 24-hour coverage

While on call, the Team Lead is responsible for:

Serving as the primary point of contact for urgent after-hours requests

Responding to critical infrastructure alerts (e.g., server outages, network disruptions, system failures, or security incidents)

Assessing incident severity and initiating troubleshooting or escalation according to internal procedures.

Addressing urgent user-impacting issues that cannot reasonably wait until the next business day

Routine, non-urgent requests will be addressed during regular business hours. Clear escalation protocols and leadership support are in place to support the on-call technician.

A commitment to upholding and modeling the standards set out in Indwell’s Mission Statement, Statement of Faith, and other operating standards and policies

University or College graduate in Computer Systems Technology or related discipline

Minimum of 4–5 years of relevant IT support experience, with demonstrated progression in responsibility

Strong experience supporting Microsoft technologies including Microsoft 365, Active Directory, Azure AD, Intune, SharePoint, server environments, MDM, patching, and backups

Demonstrated ability to support, mentor, or guide others in a team environment

Strong technical and troubleshooting skills to diagnose and remediate hardware and software issues

Solid understanding of networking fundamentals (LAN, VLAN, VPN, firewalls, VoIP)

Ability to communicate technical concepts clearly in non-technical language

Proven customer service experience

Excellent analytical and problem-solving skills

Effective interpersonal and communication skills with the ability to work collaboratively within a team environment

Ability to balance hands-on technical responsibilities with team support and coordination

Ability to work independently, remain flexible, organized, responsible, and take initiative

Valid “G” class driver’s license and access to a reliable vehicle

Ability to travel to multiple program locations within Hamilton, Burlington, Peel Region, and surrounding areas

Industry certifications (e.g., Microsoft, CompTIA, Cisco)

Experience with cybersecurity tools (EDR, SIEM, vulnerability management)

Experience supporting multi-site environments

Vacation : 3 weeks (15 days) paid with 8 HEAL days (sick and personal appointments) per year

Extensive Benefits paid: Extended health (100% medication coverage- some exceptions may apply), dental and vision care. Life Insurance and long-term disability

Employee Assistance Program- primary care and professional consulting services

Group RRSP : Indwells contributes 5% of salary

Onboarding Process: We provide an extensive onboarding process that includes virtual training, in person training and shadowing other staff

Professional and Personal Development: We provide an Annual Spring Leadership Conference to grow professionally and a Fall Spiritual Nature Retreat to rest and recharge with co-workers. Trainings including topics related to the StrengthsFinder assessment, Indigenous Cultural Safety, 2SLGBTQIA+ Awareness, First Aid.

Social Events: Indwell’s Hope and Homes Banquet yearly to celebrate the important work we do + team gatherings

We’re seeking to create a diverse work culture with qualified individuals who share our commitment to equity and inclusion, who will contribute to the diversification of ideas and perspectives. Our employment, supports and services are open to people from every creed, race, ethnicity, sex, ability, sexual orientation, and gender identity. And we especially invite applications from Black, Indigenous peoples, members of racialized communities and intersectionalities. Indwell’s leadership are motivated by the example of Jesus Christ as reflected in Indwell’s statement of faith.

Inspired to JOIN OUR TEAM, we invite you…

To APPLY: Please forward your cover letter and resume to our website: www.indwell.ca/careers . We thank all for your interest; however, only those applicants that are being considered will be notified.

Indwell uses AI-assisted tools in the hiring process with human oversight where final employment decisions are made by people. We are committed to using these technologies in a manner that is fair and transparent.

Personal information submitted will be used only for employment opportunities within Indwell in accordance with the Freedom of Information and Privacy Act.

Accommodation will be provided to applicants who make their needs known in advance for the duration of the hiring process as required under Indwell’s Employment policy.