IT Support Team Lead - Manufacturing

Job ID
# Positions
Job Type
Permanent Full Time

Job Description


IT Support Team Lead - Manufacturing

Richmond, Canada


Responsibilities include:

  • Lead, mentor and manage Manufacturing IT support team
  • Ensure team effectively remediates incidents in a timely manner
  • Ensure required high availability of all corporate IT assets
  • Ensure existing infrastructure supports organizational business requirements
  • Drive continuous improvement and best practice administration
  • Ensure formal SLA’s that meet business requirements are adhered to
  • Participate in on-call rotation and ensure effective provisioning of on call support
  • Ensure incident response and management protocols and process are effectively and consistently followed
  • Act as level I / II support for incidents and business impacting client issues; Act as backup at times for other team members
  • Ensure high quality on time completion of all support services and verbal commitments; Provide effective oral and written status updates and presentations
  • Ensure support tickets are closed in a timely manner and appropriate resolutions are documented within the incident ticket
  • Ensure effective ITIL infrastructure process and policies are implemented and adhered to
  • Ensure security measures, systems, controls and policies to protect corporate assets, systems and intellectual property are adhered to
  • Ensure effective and accurate IT asset tracking and management;
  • Ensure effective and accurate tracking and logging of support related issues;
  • Provide effective desktop and helpdesk support across the scope of the role;
  • Proactively identify and effectively communicate and package systemic IT related issues and problems requiring root cause analysis and solutions
  • Create descriptive and professional user software and other installation documentation which is end user friendly, intelligible and well packaged
  • Some overseas travel may be required
  • Ability to work staggered shifts is required



  • Degree or diploma in a related Infrastructure / IT area or discipline
  • Minimum 4 years of experience leading an IT Service Desk in a high performing corporate infrastructure environment
  • Knowledge and experience in the following technologies: JUKI assembly machines, Bartender barcode label software, Zebra printers. Windows Server and Desktop OS.
  • In-depth experience with broad scope of IT support domain areas and technologies; A highly effective hands-on practitioner with clear track record of successful delivery
  • Proven ability to troubleshoot, identify and remediate issues in an effective timely manner
  • ITIL, MCP, A+, N+ certified


Perks & Benefits:

As a full-time employee of Avigilon you are eligible to receive a comprehensive benefits package which includes MSP, extended health, dental, travel medical insurance, and eligibility to participate in the Employee Share Purchase Plan (ESPP). In addition, employees receive a health spending account to cover additional health care costs of your choosing (vision, dental, RMT etc).




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