Workplace Technology Support Lead

Eminence Organic Skin Care•Vancouver, BC

23h•Onsite

About The Position

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.

Requirements

5+ years of experience in desktop, network support, and cloud-based solutions.
Hands-on experience implementing and managing cloud platforms, VOIP, and collaboration solutions.
5+ years of experience with Active Directory, Entra ID, SSO, security policies, and access controls.
3+ years experience managing remote workforce technology and enterprise collaboration tools.
Experience with RingCentral, Office 365 SharePoint, OneDrive, Azure, VOIP, Active Directory, Entra ID, SSO, users access controls and security policies.
Proficiency in Microsoft Azure, Windows Server, Active Directory, and virtualized environments.
Knowledge of Infrastructure as Code, network security, firewalls, and access management.
Exceptional interpersonal, leadership, and communication skills.

Nice To Haves

Knowledge of LMS platform Administration (experience with Docebo considered a bonus)

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.
Conduct post-mortems after major incidents.
Lead Problem Management initiatives to determine the root cause of recurring or major IT incidents/outages and come up with permanent fix recommendations.
Attend and facilitate Change Advisor Board (CAB) meetings and implement appropriate tools and processes to mature CAB maturity of the organization.