Job Responsibility:

IT Support Lead

Location: Saskatoon, SK (On-Site) Salary: $70,000 - $80,000 per year

About the Role:

We are looking for an experienced IT Support Lead to oversee and support our Level 2 Technical Support Team . This role is crucial in ensuring smooth IT operations for our clients while providing hands-on technical expertise and mentorship to the team. The ideal candidate will be a problem solver, technical expert, and leader who can improve processes, reduce escalations, and free up senior management from day-to-day support tasks.

NOTE: Your knowledge will be tested as part of the hiring process. Fake or AI-generated resumes will be rejected immediately.

Key Responsibilities: Technical Leadership & Support

- Provide advanced troubleshooting and resolution for escalated technical issues related to:
- DNS, Active Directory, and Group Policy Management
- Remote Desktop Services (RDS) & Virtual Desktop Environments
- Windows Server & Workstation Administration
- Microsoft 365 (Exchange, SharePoint, Teams, Intune, Azure AD)
- Business applications, networking, and security software
- Act as the final escalation point before involving senior management or vendors.
- Improve and document best practices, standard procedures, and troubleshooting guides for the team.
- Assist in system upgrades, migrations, and deployments for clients.

Mentorship & Team Development

- Lead, mentor, and train Level 2 IT Support Technicians.
- Ensure the team is following best practices, prioritizing tasks, and resolving issues efficiently .
- Provide technical coaching and performance feedback to improve problem-solving skills.
- Facilitate knowledge sharing and process improvements to increase efficiency and reduce downtime.

Process & Client Management

- Serve as the main point of contact for technical escalations ,



reducing the owner's involvement in day-to-day IT issues.
- Work closely with clients to understand their IT needs, implement solutions, and proactively prevent issues .
- Manage and optimize IT service tickets, documentation, and workflow processes .
- Assist in vendor coordination and license management for business-critical applications.
- Collaborate with cybersecurity and infrastructure teams to enforce security best practices .

What We're Looking For:

- 5+ years of experience in IT support, with at least 2 years in a leadership or mentoring role .
- Expertise in DNS, Active Directory, RDS, Windows Server, and Microsoft 365 .
- Strong networking knowledge (VPN, VLANs, firewalls, routing, etc.).
- Excellent problem-solving, troubleshooting, and decision-making skills .
- Ability to prioritize and delegate tasks while ensuring high-quality support.
- Strong written and verbal communication skills for mentoring and client interactions.
- Experience working in an MSP (Managed Service Provider) environment is a plus.

Your knowledge will be tested during the hiring process. If you submit a fake or AI-generated resume, you will be immediately disqualified.

Why Join Us?

- A key leadership role that allows you to take ownership of IT operations and processes .
- Competitive salary with opportunities for growth and professional development .
- A supportive and team-oriented workplace focused on innovation and efficiency.
- The chance to work with cutting-edge technology and help businesses improve their IT infrastructure .

Job Type: Full-time

Pay: $70,000.00-$85,000.00 per year

Additional pay:

- Overtime pay

Benefits:

- Dental care
- Extended health care
- Paid time off
- Vision care

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday
- On call

Licence/Certification:

- Drivers License (required)

Willingness to travel:

- 25% (preferred)

Work Location: In person

📌 IT Support Lead (Saskatoon)
🏢 RedARX Cyber Group
📍 Saskatoon