Information Technology Team Lead- Helpdesk Posted Thursday, August 20, 2026 at 4:00 AM Information Technology Team Lead, Helpdesk- Full Time Position: This is an entry‑level Team Lead role that blends hands‑on technical responsibilities with leadership of helpdesk operations, including team guidance, escalation support, and service delivery coordination. The successful candidate will remain actively engaged in technical work while supporting the team in delivering high-quality IT services. This position is well suited for an experienced IT professional who is ready to take the next step into leadership while continuing to build their skills in systems administration, endpoint management, networking, and security within a collaborative, mission‑driven organization.

We are a Christian charity that creates affordable housing communities and supportive programs to people seeking health, wellness, and belonging. Founded in 1974, we continue to grow and thrive to build high quality energy efficient housing and inclusive living, uplifting our society. Being a part of our amazing team you will be fulfilled working together with others who are genuinely invested in Indwell's mission to serve people impacted by poverty and homelessness.

Hours of Work: Full-Time – 40 hours per week, primarily weekdays 9:00am–5:00pm, with some flexibility required. Based in Kitchener, Ontario, with regular travel to Indwell program locations within Kitchener, Cambridge, London, and surrounding areas. Mileage paid when travelling outside of the local city office.

Helpdesk

Leadership & Team Support Provide day‑to‑day guidance and support to helpdesk team members, fostering a collaborative and service‑focused environment Act as the first point of escalation for complex or high‑impact technical issues Mentor and support team members in developing their technical and customer service skills. Hands‑On Technical Support Provide first and second‑level technical support through phone, email, chat, video, remote software, and onsite face‑to‑face support Respond to helpdesk tickets, troubleshoot issues, and resolve problems in a timely manner Support PCs, servers, printers, phones, security systems, and networking equipment Support Microsoft technologies including Microsoft 365, Active Directory, Azure AD, Intune,



SharePoint, MDM, patching, backups, and server environments Assist in planning and executing IT projects such as hardware deployments, software implementations, upgrades, and maintenance initiatives Monitor and update system performance and security Manage user accounts, permissions, rights, and group memberships Networking & Security Support network administration tasks including LAN, VLAN, VPN, firewalls, and VoIP systems Assist with cybersecurity tools and processes such as EDR, SIEM, NDR, and vulnerability management (considered an asset) Assist in training users on new systems and software Contribute to the development and implementation of IT policies and procedures Attend workshops or industry‑related events to stay current with emerging technologies and security practices This role participates in a weekly rotating on‑call schedule shared among IT team members.

Weekdays: 5:00pm–9:00am Serving as the primary point of contact for urgent after‑hours requests server outages, network disruptions, system failures, or security incidents) Addressing urgent user‑impacting issues that cannot reasonably wait until the next business day Routine, non‑urgent requests will be addressed during regular business hours. A commitment to upholding and modeling the standards set out in Indwell’s Mission Statement, Statement of Faith, and other operating standards and policies University or College graduate in Computer Systems Technology or related discipline Minimum of 4–5 years of relevant IT support experience, with demonstrated progression in responsibility Strong experience supporting Microsoft technologies including Microsoft 365, Active Directory, Azure AD, Intune, SharePoint, server environments, MDM, patching,



and backups Strong technical and troubleshooting skills to diagnose and remediate hardware and software issues Ability to communicate technical concepts clearly in non‑technical language Ability to balance hands‑on technical responsibilities with team support and coordination Ability to work independently, remain flexible, organized, responsible, and take initiative Ability to travel to multiple program locations within Hamilton, Burlington, Peel Region, and surrounding areas Assets Microsoft, CompTIA, Cisco) Experience with cybersecurity tools (EDR, SIEM, vulnerability management) Experience supporting multi‑site environments Vacation: 3 weeks (15 days) paid with 8 HEAL days (sick and personal appointments) per year Extended health (100% medication coverage- some exceptions may apply), dental and vision care. Life Insurance and long‑term disability Employee Assistance Program- primary care and professional consulting servicesGroup RRSP: Indwells contributes 5% of salary We provide an extensive onboarding process that includes virtual training, in person training and shadowing other staff Professional and Personal Development: We provide an Annual Spring Leadership Conference to grow professionally and a Fall Spiritual Nature Retreat to rest and recharge with co‑workers.

Trainings including topics related to the StrengthsFinder assessment, Indigenous Cultural Safety, 2SLGBTQIA+ Awareness, First Aid.

Social Events: Indwell’s Hope and Homes Banquet yearly to celebrate the significant work we do + team gatherings We’re seeking to create a diverse work culture with qualified individuals who share our commitment to equity and inclusion, who will contribute to the diversification of ideas and perspectives. And we especially invite applications from Black, Indigenous peoples, members of racialized communities and intersectionalities. Indwell uses AI‑assisted tools in the hiring process with human oversight where final employment decisions are made by people.

We are committed to using these technologies in a manner that is fair and transparent. Personal information submitted will be used only for employment opportunities within Indwell in accordance with the Freedom of Information and Privacy Act. Accommodation will be provided to applicants who make their needs known in advance for the duration of the hiring process as required under Indwell’s Employment policy. #

📌 Information Technology Team Lead- Helpdesk (Kitchener)
🏢 Indwell
📍 Kitchener