Technical Support Lead

Job BriefWe are looking for an IT Professional to lead a broad-based technical function within the organization with the primary focus of successfully managing a high volume of inbound phone and email support requests.Position Summary:
We are seeking an experienced and proactive IT Professional to lead and optimize our Technical Support function.
This role focuses on managing a high volume of inbound phone and email support requests while improving service quality, system efficiency, and the overall user experience.
This role is based in our Oakville head office with some flexibility to work from home from time to time.The successful candidate will play a key role in supporting end-users, managing IT operations, and delivering training in a fast-paced environment.
If you are a tech-savvy leader who thrives on solving problems, improving processes, and delivering exceptional customer service, we want to hear from you!The Perfect Person for the Role:
You have the confidence, experience, and good judgement to take charge and 'own' the Technical Services function.
You are passionate about the success of your internal and external customers.
While some may label you as a 'techie,' you are a fantastic communicator, and you comfortably build relationships with all people and departments.You are comfortable and enjoy delivering live, on-line and in-person training in a clear, concise and engaging way - this is a weekly component of the role! You thrive on working in a fast-paced environment and juggling many priorities.
You're like 'a dog on a bone when it comes to determining the root cause of issues and working with the team to make sure they don't happen again.
You're constantly focused on identifying and implementing improvements.
You are able to see how everything fits into the big picture.
You're ok with rolling up your sleeves to get the work done.
Most importantly, you take personal responsibility for delivering the best service and solutions all the time.In addition:
A confident, hands-on IT leader who 'owns' the Technical Services function.Passionate about delivering exceptional internal and external customer experiences.A clear communicator who thrives in live, online, and in-person training settings.Skilled in troubleshooting, process improvement, and identifying root causes.Organized, calm under pressure, and able to juggle multiple priorities.Highly analytical with a 'big picture' mindset and strong attention to detail.What You Will Be Doing Every Day:
Lead and Manage Help Desk Operations:
Oversee and improve Help Desk processes to ensure efficiency, client satisfaction, and first-contact resolution.
Taking calls and resolving Level 1 support requests will be one of the primary responsibilities of this role.Monitor IT system performance and proactively resolve issues.End-User Support and IT Management:
Troubleshoot and configure iPads (advanced iOS expertise required).Manage Windows-based laptops (Lenovo), including software installation and maintenance.Administer Office 365 and support Microsoft Office Suite, Teams, and related tools.Support the IT aspects of employee onboarding and offboarding, including performing new user onboarding, system setup, and equipment preparation/shipment.Responsibilities also include setting up and disabling Microsoft 365 user accounts, preparing and deploying iPads for new hires, and processing returned devices from departing employees.Manage IT assets and ensure accurate inventory tracking.Monitor and maintain printers, ticketing systems, and mobile devices.Proactive Communication and Training:
Serve as the communication lead for outages, changes, or technical updates.Conduct weekly technical training sessions for new employees in an engaging and clear manner.Collaborate with teams to identify recurring issues and implement permanent solutions.Technical Projects and Process Improvements:
Participate in the design, testing, and maintenance of business applications.Stay current with industry advancements and identify opportunities for improvement.Support upcoming Microsoft Intune implementation to streamline device configurations.What You Bring to the Table:
Required Skills and Experience:
Proven experience in Technical Support Leadership and end-user support.Advanced troubleshooting expertise with iOS devices, Windows laptops, and Office 365.Proficiency in asset management (tracking/shipping IT equipment).Hands-on experience with ticketing systems.Exceptional communication skills (written and verbal) in EnglishAbility to deliver effective technical training weekly to diverse audiences.Strong organizational, analytical, and time management skills.Proactive approach to issue resolution and process improvement.Technical Skills:
Office 365 administrationMicrosoft IntuneMicrosoft Teams and Office SuiteMobile device & Laptop support (iPads, smartphones, Lenovo Windows Laptops)Additional Plus Points:
Experience with Microsoft Azure administrationFamiliarity with Zendesk or similar helpdesk platformsPassion for analytics/reporting (e.g., MS Access, SQL)Background in Consumer-Packaged Goods (CPG) or Retail industriesHow to Apply:
If you haven't already figured it out, it's really important for Encore to have the RIGHT Team.
If you know that you're a great match for this role and think you'll be a great fit with Encore, then you should definitely apply to this exciting opportunity! If you're not jazzed about what you've read so far, that's OK; we're sure the right job is out there somewhere for you.For those of you who apply, thanks so much for your interest in learning more about this exciting opportunity.
We'd love to chat with all of you, but sometimes we simply don't have enough time.
If we feel you're a good match, we'll definitely be reaching out to you to move you forward in the selection process.
If you're selected, you'll be asked to complete a recorded, digital interview which you can do with a webcam or a mobile device with a front-facing camera.Encore strives to make our recruitment and selection processes as accessible as possible and provides accommodations as required for applicants with disabilities.
If you require any accommodations at any point during the application and selection process, please reach out to us.