Key Responsibilities Manage the ticket queue and client escalation pipeline daily across the client portfolio, ensuring requests are correctly prioritized and resolved within each client's SLA. Manage Tier 1/Tier 2 technicians; monitor and analyze team performance metrics and work with the SM to implement corrective actions. Mentor and coach Tier 1/Tier 2 technical resources. Act as an escalation point for the SM, taking on additional scope as required. Manage responses to and assist in major IT incidents across managed environments. Manage client scoping requests and IMACs (Install/Move/Add/Change requests) across managed accounts within established SLAs. Deliver a “White Glove” experience, ensuring every client interaction is skilled and positive. Anticipate and plan for increases in client needs and service levels across the client base. Some onsite work may be required for service-related issues at client sites. Act as a client SME (Subject Matter Expert),



providing hands‑on technical guidance on complex issues across multiple client environments. Create and contribute to KB/SOP documentation to embed best practices. Maintain strong ticket hygiene in the PSA: accurate logs, notes, activity reports, and ticket execution. Act as vendor coordination and liaison point for vendor‑specific issues or requests. Support and help maintain the PSA/RMM toolset used to manage and monitor client environments. Participate in after‑hours or on‑call support rotations as assigned, in accordance with company policies and applicable employment standards. Troubleshooting Windows & macOS support: endpoint troubleshooting for laptops, peripherals, printers, and remote access tools. Microsoft 365: Exchange Online (mail flow, shared mailboxes, permissions), Teams, SharePoint/OneDrive, licensing and user administration. Identity: Active Directory and Entra ID – ADDS, GPO,

📌 It Services/Technical Team Lead (Toronto)
🏢 Onni Property Management Services
📍 Toronto