Workplace Technology Support Lead

Workplace Technology Support Lead

• Location: 530 West Broadway, Vancouver BC, Canada Core hours: Monday to Friday from 8am – 4:30pm PST
• Onsite Role: This position is required to be onsite 5 days a week
• Role Summary
• As 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 Systems Administrators, Cyber Risk Analyst, Security Administrator, Cloud Architects, Data Analysts and Service Desk Analysts being direct reports.
• Responsibilities
• Evaluate, manage and source vendor relationships for hardware, software, and cloud solutions.
• Maintain equipment inventory, perform installations, and ensure optimal system performance.
• Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues
• Develop and enforce request handling and escalation policies and procedures
• Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency
• Provide technical assistance and troubleshooting to end users for cloud solutions, collaboration tools, conferencing platforms, and connectivity.
• Ensure that data security regulations compliance and best practices are implemented across cloud platforms and communication networks.
• Maintain clear documentation of network configurations, cloud systems, and user procedures.
• Enforce request handling and escalation policies and procedures tied to Incident and Problem management
• Oversee the incident management and resolution process as incident manager
• Oversee the prioritization and escalation of IT incidents, coordinate the incident response team, and implement the workarounds