Technical Support Team Lead

Looking for a Technical Support Team Lead!

We're hiring for a Technical Support Team Lead join a growing managed services provider delivering high-impact cloud, infrastructure, and cybersecurity solutions across North America. 

💻 Who You Are: 
You are a seasoned IT professional who thrives in fast-paced environments where you can take ownership of infrastructure, oversee day-to-day operations, and support both internal teams and clients. You partner closely with your team and business stakeholders to ensure high-quality service delivery, strong team performance, and continuous improvement across the organization. 

📍 Work Type 

• Fully Onsite – 5 days a week in-office 
• Location: Toronto, ON  
• Vacancy Type: This is a newly created position  

Requirements

🎯 What You’ll Do: 

• Lead and oversee the daily operations of the Technical Support Team, ensuring consistent, high-quality client support. 
• Act as a senior escalation point, driving resolution of complex technical issues and maintaining client satisfaction. 
• Coordinate, delegate, and prioritize team workloads based on skill sets, capacity, and SLAs. 
• Track, monitor, and report on team SLAs, workflows, KPIs, and performance metrics. 
• Provide direct people leadership, including coaching, training, onboarding, performance evaluations, and ongoing development. 
• Lead training sessions to ensure the team stays current on technologies, standards, and best practices. 
• Support both internal stakeholders and external clients through phone and email communication. 
• Create, maintain, and continuously improve technical documentation, support materials, and self-service resources. 
• Implement preventive measures to reduce recurring issues and improve long-term system stability. 
• Review and improve support processes, policies, and documentation to drive operational efficiency. 
• Provide clear communication and feedback loops on incidents, escalations, and resolutions to leadership and clients. 

⭐ What We’re Looking For (Our Wishlist): 

• 5+ years of experience as a Systems Administrator/Engineer, preferably in an MSP or consulting environment 
• Strong hands-on technical background with the ability to troubleshoot, investigate, and resolve complex issues 
• Strong hands-on expertise with Microsoft 365, including Exchange Online, Azure AD, Intune, Defender, etc.  
• Solid experience supporting and administering Windows Server environments, including Active Directory, Group Policy, and core server services  
• Hands-on experience with virtualization (VMware or Hyper-V) 
• Strong foundational knowledge of networking, including TCP/IP, DNS, DHCP, VLANs, firewalls, switches, and Wi-Fi 
• Strong knowledge of security best practices, incident response, and forensics 
• Excellent communication and client-facing skills, able to simplify complex technical concepts 
• Certifications (Microsoft, VMware, security-related) are a strong asset 
• A proactive, ownership-driven mindset with demonstrated experience coaching and mentoring technical talent 

🔥What Makes This Role Exciting? 

• Impactful Work – Hands-on technical role with real leadership impact
• Variety of Challenges – From on-prem migrations to Azure solutioning and incident response, no two days are the same 
• Collaboration & Autonomy – Enjoy a balance of team support and independent ownership 
• Career Growth – Opportunities to work on larger-scale projects, emerging tech, and innovation-driven initiatives 

Benefits

• Base Salary: $85,000 – $105,000  
• Paid Time Off & Benefits Package (Medical, Dental, Vision Coverage)
• Professional Development: Certifications and learning reimbursement for relevant skills 

📩 Ready to Build the Future of Infrastructure? Apply Now! 
At STACK IT Recruitment, we connect top talent with standout opportunities. If you meet at least 70% of the qualifications, we encourage you to apply, we'd love to chat! 

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We're committed to diversity and inclusion. Need accommodation during the hiring process? Let us know, we're here to support you! 

AI Use Disclosure: 
STACK IT uses AI-enhanced tools to support initial candidate screening and interview note analysis. All assessments and hiring decisions remain human-led.