Lead IT Support

IT Support Lead

$70,000-90,000

Vancouver BC

ABOUT US

STRIVE is a Vancouver-based recruitment firm offering recruitment solutions in the specialist areas of Accounting & Finance, Corporate Administration and Operations & Manufacturing. We are passionate about recruitment at STRIVE and commit to offering an upfront, genuine and consultative approach to everything we do - which is a big reason as to why we have been successful. Our proactive recruitment approach allows us to uncover high-calibre professionals for niche, specialized and what are often regarded as "hard to fill" roles.

THE ROLE

STRIVE Recruitment is excited to partner with one of Western Canada’s most well reputable law firms as they look to hire an IT Support Lead. This role reports directly into the Senior IT Manager, and will work closely with internal and external IT teams.

Responsibilities:

• Oversees and coordinates IT service team tasks, including managing ticket triage, troubleshooting, and issue resolution.
• Addresses complex or escalated technical problems and serves as a key resource for the team, escalating to the Senior Manager of IT Services when necessary.
• Develops, updates, and maintains relevant documentation, such as knowledge base articles, standard operating procedures (SOPs), and more.
• Highlights trade-offs and escalates concerns when required.
• Possesses a thorough understanding of end-to-end processes and is capable of assisting at any stage of multi-step workflows.
• Ensures compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) and oversees case distribution.
• Delivers exceptional customer service and ensures consistent, high-quality resolutions by adhering to documented processes and workflows, while suggesting improvements as needed.
• Verifies the accuracy and integrity of data in all transactions, communications, and stakeholder interactions.
• Leads or contributes to a variety of special projects, depending on organizational needs.
• Conducts IT training sessions for new team members and offers specialized guidance to IT services staff as needed.
• Monitors team performance against SLAs and productivity benchmarks, including tracking technician hours, response times, ticket resolutions, and escalations. Prepares routine reports on service desk activities.
• Promotes high service standards by regularly following up on open and resolved tickets to ensure satisfaction among team members.
• Identifies inefficiencies or knowledge gaps within service delivery processes and documentation, then refines and updates processes to improve outcomes.
• Cultivates a collaborative team environment by setting an example and encouraging teamwork.

Qualifications:

• Certifications in system administration and IT (e.g., Microsoft, Cisco, ITIL, ITSM) are strongly preferred.
• At least 4 years of experience in a similar position or progressive roles with increasing responsibilities.
• A minimum of 2 years of experience managing and mentoring teams.
• Solid understanding of Service Desk SLAs and their application.
• Demonstrated ability to work effectively both independently and within a team setting.
• Strong organizational, time management, and problem-solving abilities.
• Capability to handle sensitive information with discretion and confidentiality.
• Resourcefulness in leveraging knowledge and tools to identify and implement solutions.