Team Lead Support
Introduction
My name is Charles Quinones, Recruitment Consultant at FED IT, a specialized recruitment firm focused on permanent and contract opportunities within the IT sector.
We are currently partnering with a leading Canadian B2B distribution organization to recruit an IT Support Team Lead. This is an exciting leadership opportunity for a hands-on professional who enjoys coaching teams, driving service excellence, and contributing to a modern cloud-first IT environment.
Mission
Your Role
Reporting to the IT Director, you will oversee the daily operations of the support team while remaining involved in technical troubleshooting and service delivery.
Key responsibilities include:
Leading, mentoring, and developing the IT support team;
Ensuring high-quality service and user satisfaction across the organization;
Assisting with the resolution of complex Level 2 support issues;
Managing workload distribution, priorities, and service requests;
Acting as a technical and operational point of reference for team members;
Working closely with internal stakeholders and external network and cybersecurity partners;
Identifying opportunities to improve support processes and service efficiency;
Tracking team performance and contributing to ongoing technology initiatives;
Supporting a technology environment centered around Microsoft 365, Outlook, and enterprise business applications including Epicor ERP.
Your profile
Your Profile
3 to 5+ years of experience in IT support, infrastructure, or technical operations;
Previous experience leading, mentoring, or coordinating a technical team;
Strong knowledge of Microsoft 365 and end-user support environments;
Experience working within cloud-based infrastructures;
Excellent communication and interpersonal skills;
Strong organizational and problem-solving abilities;
Proven leadership mindset with a focus on team development;
Bilingual in English and French;
Customer-focused, proactive, and highly professional.
Working Conditions
Permanent full-time position;
Hybrid work model with 3 days per week on-site;
National Canadian organization with over 150 locations;
Modern cloud-first technology environment;
Opportunity to make a direct impact on team performance and IT service delivery;
Recruitment process including a virtual interview, psychometric assessment, on-site interview, and technical evaluation.
Bilingualism French and English is required to support users across Canada and to work with technical documentation and business tools available in both languages
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